Manager, Retail Strategy & Operations at T2 Mobile (Formerly 9mobile)

9mobile is a Nigerian private limited liability company. EMTS acquired a Unified Access Service License from the Nigerian Communications Commission in 2007. The License enables EMTS provide Fixed Telephony (wired or wireless), Digital Mobile Services, International Gateway Services and National/Regional Long Distance Services in addition to spectrum assignments in the 900 and 1800 MHz bands.

We are recruiting to fill the position below:

Job Title: Manager, Retail Strategy & Operations

Location: Lagos 

Job Summary

• The Manager, Retail Strategy & Operations will have overall responsibility for conceptualizing, developing, and implementing the Retail Sales Strategy for aggressive growth, operational excellence, and high performance across all retail centres.
• The role ensures profitability, process efficiency, and strategic alignment between commercial, technical, and support teams to deliver exceptional customer experiences and meet business targets.
• The position requires strong analytical capability, commercial acumen, and operational leadership to drive the execution of projects and initiatives through the retail network, enhancing competitive advantage and maximizing returns on CAPEX and OPEX investments.

Roles and Responsibilities
Tactical:

• Conceptualize, develop, and execute retail strategies that drive sales growth, operational efficiency, and profitability across all experience centres.
• Define and monitor key retail performance metrics (sales, profitability, activation rates, customer satisfaction, and footfall conversion).
• Drive implementation of business intelligence (BI) insights for data-driven decision-making, forecasting, and performance optimization.
• Lead the analysis of retail sales trends, consumer behavior, and operational data to support business planning and continuous improvement.
• Identify and recommend strategies for optimizing centre performance and increasing profitability through cost efficiency and customer-centric initiatives.
• Support the design and implementation of in-store promotions, activation campaigns, and experience-driven retail activities to boost walk-in traffic and conversion.
• Partner with Commercial, Marketing, Product Development, and Digital teams to ensure alignment between sales goals, marketing activities, and customer engagement.
• Collaborate with Finance and Procurement to plan and manage CAPEX/OPEX budgets for all retail operations, ensuring cost efficiency and ROI optimization.
• Participate in the development of sales commission, incentive, and performance bonus structures for retail staff to enhance motivation and results.
• Engage with cross-functional teams (Technical, Legal, Facilities, HR, Regulatory, etc.) to ensure alignment in retail rollouts, maintenance, and service delivery standards.
• Provide input into the design and deployment of technology systems (CRM, ERP, Payment & Reporting Tools) to enhance retail operational efficiency and data accuracy.
• Support management decision-making by preparing periodic retail performance analytics and strategic reports with actionable insights.

Operational:

• Oversee end-to-end (E2E) rollout and maintenance of retail experience centres, ensuring compliance with company standards and regulatory requirements.
• Ensure seamless daily retail operations across all centres through efficient process management, staffing, and service delivery oversight.
• Coordinate with Human Resources for recruitment, training, and development of retail personnel to ensure skill alignment with strategic objectives.
• Supervise execution of in-store marketing, merchandising, and customer experience activities to maintain brand consistency and visibility.
• Monitor adherence to Standard Operating Procedures (SOPs) and compliance across all retail operations.
• Manage the integration of CRM and payment solutions to enhance sales transactions, customer profiling, and data accuracy.
• Ensure proper allocation and utilization of retail budgets, tracking expenditures and ensuring compliance with financial control policies.
• Conduct periodic audits of retail operations to assess performance, infrastructure readiness, and adherence to operational standards.
• Drive the achievement of monthly, quarterly, and annual sales and activation targets through effective team leadership and performance management.
• Coordinate the timely deployment of approved promotions, incentives, and tactical campaigns across retail centres.
• Work with Facilities and Technical teams to ensure all retail outlets meet environmental, safety, and technical standards.
• Support the development and implementation of digital retail innovations that enhance customer convenience and service delivery.
• Prepare and present performance dashboards, operational reviews, and profitability reports to Senior Management for strategic planning.
• Ensure operational risks are identified, documented, and mitigated through proactive measures.
• Perform any other duties as assigned by the Head of Department

Leadership:

• Provide strategic direction for the retail network, ensuring synergy between sales, operations, and customer experience objectives.
• Lead and develop a high-performing retail operations team through coaching, mentorship, and performance management.
• Foster collaboration across cross-functional units—Marketing, IT, Finance, and Network—to drive integrated retail performance.
• Champion a culture of accountability, innovation, and continuous improvement within the retail ecosystem.
• Drive customer engagement strategies, ensuring long-term loyalty, retention, and advocacy among high-value customers.
• Oversee financial stewardship across centres, including CAPEX/OPEX control, profitability management, and revenue optimization.
• Support strategic decision-making by providing data-driven insights and performance recommendations to senior management.
• Promote staff capability development and engagement initiatives that enhance motivation, productivity, and service quality.
• Uphold corporate governance, ethical conduct, and compliance standards across all retail operations.

Qualifications & Experience

• Bachelor’s degree in economics, Business Administration, Marketing, or related field (MBA preferred).
• Minimum of 7–10 years’ experience in Retail Operations Management, Sales Strategy and Customer Experience within the telecommunications or FMCG sector.
• Proven experience managing sales performance, retail profitability, and team leadership.
• Strong analytical, financial, and reporting capabilities, with proficiency in BI tools (Power BI, Tableau, etc.), CRM, POS & Inventory Management
• Hands-on experience managing budgets, rollout projects, and performance dashboards.

Technical & Key Core Competencies:

• Retail Sales & Operations Management
• Financial & Budget Control (CAPEX/OPEX)
• In-store Promotions & Marketing Alignment
• Profit & Loss (P&L) Accountability
• Cost Control & Resource Optimization
• Pricing & Margin Strategy
• Investment & Project Evaluation
• Stakeholder & Vendor Management
• Strategic Planning & Execution
• Business Intelligence & Data Analytics

Customer Experience Optimization:

• People Development & Team Leadership
• Process Optimization & Compliance
• Achievement of retail sales and activation targets
• Profitability improvement and cost efficiency per centre
• Reduction in operational downtime and service disruption
• Customer satisfaction and Net Promoter Score (NPS)
• Accuracy and timeliness of BI reports and analytics
• Successful rollout and maintenance of retail infrastructure.

Application Closing Date
Not Specified.