Retail Area Business Manager - Shops and Franchise at Airtel Nigeria

Airtel Nigeria (Airtel Networks Limited), a leading mobile telecommunication services provider in Nigeria and a member of Airtel Africa Group, is committed to providing innovative, exciting, affordable and quality mobile services to Nigerians, giving them the freedom to communicate, rise above their daily challenges and drive economic and social development.

We are recruiting to fill the position of:

Job Title: Retail Area Business Manager - Shops and Franchise

Location: Gombe

Job Purpose

• Develop and implement retail strategy among Zonal/Area shops to achieve predefined return on investment through excellent product sales drive, service delivery, issue resolution and operations management.

Key Accountabilities

• Financial Performance of Showrooms, AES & Franchise locations within the zone
• Drive showroom shop team to maximize sales opportunities and ensure that all targets are achieved within region franchise/ retail touch points.
• Effectively cascade and monitor zonal/area month-on-month sales targets across these touch points
• Ensuring sales of devices and ERC achieving target on all product categories.
• Optimize operating costs and driving revenue growth to ensure Positive P&L result in all Retail shops, AES & Franchise.
• Drive the Up-selling of Airtel products and services in retail showroom & AES within zones.
• Effectively drive and manage target driven initiatives and projects in franchise and retail outlets in region.

Customer Experience/Satisfaction & Process adherence across zonal showrooms, AES & Franchise:

• Responsible for workflow assessment in the shops, ensuring ALL customers receive internationally benchmarked(world-class) customer service
• Ensure target response objectives
• Drive CSAT across zonal touch-points in line with agreed target
• Ensure these outlets have the required work tools/accesses.
• Ensure that all touch points comply with set standards and meet SLA’s.

Team Performance Management & Engagement:

• Ensure target achievement for JKQ & GUEST score for zone.
• Oversee the implementation of learning initiatives to ensure that client facing staff are able to complete the sale
• Ensure the achievement of projects, people and process to achieve set targets within the constraints of the budget.
• Support showroom employee engagement and retention initiatives
• Implementing and tracking employee rewards scheme/Over-time.
• Analyze the skills level of the Supervisors, and provide a platform for continuous skill development for the entire team
• Relationship management: build a strong relationship between team members

Operation management of Showrooms & uniformity of standard look and feel across all touch points:

• Responsible for the seamless operations of Airtel showrooms, AES and franchise within the zones
• Ensure Stock and Cash reconciliation of all shops and touch points within Zone.
• Responsible for closing / Mitigating Audit Issues
• Responsible for evolving cost efficient operations by creating and enforcing control measures and reviewing operating processes
• Drive consistency in ‘look and feel’ at all Airtel owned and franchise showrooms
• Drive optimality at these touch points by ensuring necessary materials for customer education and TOMA.

Desired Skills and Experience
Educational Qualifications and Functional / Technical Skills:

• First Degree or equivalent in a relevant discipline.

Relevant Experience

• 6 - 8 years with a minimum of 2 years in management role preferably within Retail, FMCG, Banking or Telecoms industry.
• Sales Experience
• Service Experience
• Project Management
• Relevant work Experience in Airtel Nigeria would be an added advantage.

Knowledge:

• Retail shops & franchise operations, structure, policies and procedures.
• Data Gathering and Analysis
• Extensive knowledge of Airtel’s products, services and applications
• Relationship management
• Marketing and promo management.

Skill/Competencies

• Ability to evaluate needs of customers, and determine what products or service would best serve those needs
• Interpersonal skills
• Communications skills (written and oral)
• Must be solution driven, proactive and have acceptable knowledge of the retail business environment
• Attention to details
• Reasoning and Analytical Skill.
• Performance Measurement and Assessment Skill
• Managerial skills

Other Requirements:

• Achieving Results and Delighting the Customer.
• Analytical.
• Team Player; Independent, Confident, and Objective.
• Attention to detail/ excellent oral and written communication skills.
• Good presentation skills.
• Ready to achieve beyond set target.
• Committed to common goals and values of the organization.

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should:
Click here to apply online