The Microsoft Experience Centre is 1 of 3 Hub’s based in Sydney, New York & London. Our goal is to showcase Microsoft innovation whilst empowering people and organizations to achieve more on their journey with technology.

This is the place where customers can experience the best of Microsoft, get technical support for Surface and Xbox, have in person consultations, and purchase the products and services that suit yours, your family, business, and school needs. It also works in partnership with other focus areas from establishing new relationships for our Business and Education teams - to introducing a customer to our Workshops and Events that are run virtually from our Training team.

We are looking for a passionate people leader to join our team and continue to strive for world class customer experience.

If you are passionate about technology, customer service, problem-solving and people leadership, we'd love to hear from you.

Responsibilities

What You Do

Responsibilities

People Management

• Managers deliver success through empowerment and accountability by modeling, coaching, and caring.
• Model - Live our culture. Embody our values. Practice our leadership principles.
• Coach - Define team objectives and outcomes. Enable success across boundaries. Help the team adapt and learn.
• Care - Attract and retain great people. Know each individual’s capabilities and aspirations. Invest in the growth of others.
  

Customer Obsession

• Instills a culture that consistently obsesses over our customers, innovates, builds on the ideas of others, and impacts overall business results through passionate and motivated teams; empowers associates to engage with peers and leaders in the development of innovative ways to make a larger impact in our customers lives; aligns priorities and communication to ensure a seamless employee and customer experience; and resolves escalated customer issues.
• Leads associates and monitors customer interactions in order to provide feedback on actively engaging customers for aligned solution recommendations.
  

Influencing for Impact

• Builds and maintains deep and broad knowledge of products and services, and coaches and role plays with other staff to increase knowledge of products, services, and Microsoft's value proposition. Acts as a role model by showcasing knowledge of products and services and training others.
• Drives customer activation and engagement by interacting with customers through experiences tailored to their unique situation/needs and driving customer engagement strategies with team members. Observes and coaches the team's interactions and provides real-time, constructive feedback to improve customer engagement and provided solutions. Resolves escalated customer requests and delegates other customer requests to appropriate resources to meet their goals.
• Motivates the team by communicating company goals, directions, and departmental plans, and implements business sales strategies and plans consistent with company priorities.
  

Collaboration

• Champions building partnerships by driving engagement and awareness for the initiative; executes on priorities from field and Headquarters (HQ) to align on Microsoft Experience Center (MEC) priorities and communication and ensure a seamless employee and customer experience, partnering with the MEC Manager as needed; engages and develops a workforce of talent through consistent coaching and constructive feedforward.
• Manages the team by leveraging their interactions to identify opportunities to train, sell, and support. Provides coaching to generate leads by documenting interactions with customers. Provides feedback and role plays to improve the team's engagement of customers, ability to identify customer needs, and leverages the information to create leads across all customer segments (e.g., consumer, small-to-medium businesses [SMBs], Web stores, training) and our Microsoft store services to drive more comprehensive customer solutions.
  

Qualifications

Required/Minimum Qualifications

• High School Diploma or equivalent AND 3+ years experience in sales, customer service, or retail related roles OR equivalent experience.
  

Additional or Preferred Qualifications

• High School Diploma AND 5+ years experience in technology solution sales related roles
  • OR Bachelor's Degree in Information Technology, Business Administration, or related field AND 3+ years experience in technology solution sales related roles
  • OR equivalent experience.
• 2+ years formal or informal people management experience.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.