This role at Airtel Africa focuses on managing a regional hub, driving sales, ensuring high customer satisfaction, leading employee engagement, and maintaining stringent retail operations and compliance across assigned stores/spokes.
Airtel Africa champions diversity and is proud to be an equal opportunity employer, committed to innovation and entrepreneurial spirit.
Responsibilities
Financial and Sales Management
Develop and implement sales strategies to achieve hub-level revenue and profitability targets.
Set clear sales goals and KPIs for store supervisors and monitor performance regularly.
Analyze sales reports from all spokes/stores, identify trends, and recommend corrective actions.
Drive upselling, cross-selling, and promotional activities across stores.
Ensure consistent execution of sales campaigns and marketing initiatives.
Work with the assigned shops team to monitor and drive retail KPIs.
Monitors the availability of Airtel products within the assigned Airtel Shops and takes remedial action where necessary.
Manage promotional activities in the Airtel Shops and reports noted problems to higher senior management for action.
Customer Satisfaction on Service
Oversee handling of customer queries and complaints across all stores.
Ensure Staffs and supervisors are trained in effective complaint resolution.
Monitor customer satisfaction levels and implement improvements where needed.
Ensure customer satisfaction on complaints.
Ensuring G.U.E.S.T [Greet, Understand, Explain, Seek Feedback, and Thank Customer] performance is adhered.
Ensure customer NPS is achieved as per the set standards.
Employee Engagement
Supervise and support store supervisors managing individual spokes.
Provide coaching, training, and performance evaluations to supervisors and sales teams.
Foster a high-performance culture focused on customer satisfaction and sales growth.
Ensure staffing levels are adequate and aligned with sales demands.
Monthly review of each shop performance as per the PnL.
Drive team Employee Engagement for improved performance and talent retention.
Develop and motivate team members through on job coaching.
Prepare plans to action engagement feedback for team.
Retail Operations & Compliance
Ensure all stores comply with company policies, financial controls, and operational standards.
Monitor stock levels, minimize shrinkage, and ensure timely replenishment.
Conduct regular audits of store performance, presentation, and compliance.
All showroom employees adhere to showroom processes.
Ensure timely Petty cash retirement for the shops.
Implementation & Control of retail operations.
Drive retail operations framework as per shop operations procedure manual.
Drive consistency in ‘look and feel’ of all showrooms and franchise shops.
Partner staff at retail shops management & ensure adherence of the processes.
Training
Shops agents to attend timely on all mandatory assigned training.
How to Apply
To apply for the Hub Manager position at Airtel Tanzania PLC, please use the following link: