Retail Shop Manager (RSM) - Lagos at Airtel Nigeria

Airtel Nigeria (Airtel Networks Limited) is a leading telecommunications services provider in Nigeria headquartered in Lagos, the commercial nerve-centre of Nigeria. The telco ranks amongst the top four mobile service providers in terms of subscribers with a customer base of more than 39.8 million. The company's product offerings include 2G, 3G and 4G wireless services, mobile commerce and enterprise services.

We are recruiting to fill the position below:

Job Title: Retail Shop Manager (RSM)

Job Identification: 451
Location: Lagos
Job Type: Full-time

Job Description

• To implement and monitor the Service Delivery strategy in assigned showroom
• To ensure that the customer base within the territory enjoy remarkable and positive in-store experience at all contacts with complete query resolution.

Responsibilities
Showroom profitability and Stock Management (Financials)

• To monitor, ensure adherence to process and as such provide Showroom report of:
  • sales,
  •  Cash monitoring, 
  • Stock management,
  • Petty cash disbursement, reconciliation and retirements.
  • Reporting of all activities within Airtel Showroom that directly impacts on Company financials such as promos
• Track, Manage and control stock movement within and out of the warehouse
• Ensure availability of all company products and services in assigned Showroom
• Provide comprehensive report of all products and services in the Showroom

Asset Management:

• Manage all company assets in the Showroom.
• Ensure systems and equipment are in working conditions.
• Escalate all Showroom facility issues for prompt resolution

Customer Experience/ Satisfaction at Showroom (Customer):

• Relationship management: build a strong relationship between Airtel and all its Customers.
• Create a database of customers’ traffic to the Showroom to ensure adequate and reliable data for feedback and upward selling and where necessary promos and other company requirement for effective decision making

Query Resolution and SLA’S (Process):

• Ensure Showroom agents have the required work tools/accesses.
• Ensure that all team members comply with set standards and meet SLA’s.
• Ensure 100% adherence on all Showroom processes and procedures by Showroom Agents.
• Escalate all issues beyond supervisor’s time and ability
• Ensure all Showroom queries are resolved within the approved SLA.
• Monitor turnaround time for all queries/enquiries and institute process improvement when required. 
• Monitor team members and track all pending issues to ensure pending complaints are treated

Reports:

• Daily, weekly and monthly showroom reports 
• ERC reconciliation reports

Educational Qualifications   

• Any University Degree

Relevant Experience & Functional / Technical Skills:

• Minimum of 2 years work experience in a Customer Service environment.
• Ability to work with minimal supervision
• Good analytic, report writing and problem-solving skills
• Good understanding of business processes
• Good knowledge of customer administrative systems – REMEDY, TABS, MINSAT, EXCEL etc.

Application Closing Date
2nd May, 2025 (05:00 PM).