This role serves as a key leadership position within Airtel Africa, requiring passion, energy, and a can-do attitude to drive business success through retail operations. The Regional Shop Manager is responsible for overseeing the performance, compliance, and customer satisfaction across assigned Airtel Shops and partner-managed shops.
Responsibilities
Financial and Sales Management
Driving Customer acquisition and revenue growth through Airtel Shops, focusing on sales of 5G & 4G Smartphones, HBB, New GA, AM cash out and cash in, and EVD sales.
Keeping records of daily sales & reconciliation.
Generation & reporting of daily, weekly, and monthly shop sales to the Retail Experience & Governance Manager.
Advising management on sales & service improvement initiatives.
Accountability for daily shops reconciliation/stock management.
Understanding and driving cost containment initiatives.
Defining performance standards across the retail footprint.
Monitoring and driving retail KPIs with the assigned shops team.
Driving key deliverables through Airtel Shops and Airtel partner managed shops.
Driving revenue growth initiatives.
Ensuring customer acquisition, satisfaction, and revenue growth through Airtel Shops.
Customer Satisfaction on Service
Developing mechanisms and collating direct customer feedback on service and business.
Ensuring a high level of customer engagement initiatives that drive satisfaction.
Handling escalated customer complaints within SLA.
Ensuring customer satisfaction on complaints.
Ensuring G.U.E.S.T [Greet, Understand, Explain, Seek Feedback, and Thank Customer] performance is adhered to.
Ensuring customer NPS is achieved as per the set standards.
Employee Engagement
Developing and motivating team members through structured on-the-job coaching.
Conducting briefings with team members (one-on-one discussion).
Conducting daily morning meetings.
Ensuring each staff has a KRA plan in place and conducting quarterly assessments on KRAs.
Monthly review of each shop's performance as per the P&L.
Designing and implementing an effective rewards scheme for the showroom team.
Preparing plans to action engagement feedback for the team.
Top talent career mapping/development.
Retail Operations & Compliance
Delivering and cascading strategy.
Overall management of the store look and feel.
Driving KYC compliance.
Ensuring Governance & audit rating is satisfactory.
Ensuring all audit issues and monthly showroom Governance gaps raised are closed timely.
Ensuring all showroom employees adhere to showroom processes.
Ensuring timely Petty cash retirement for the shops.
Implementation & Control of retail operations.
Driving the retail operations framework as per the shop operations procedure manual.
Managing partner staff at retail shops and ensuring adherence to processes.
Training
Ensuring shop agents attend all mandatory assigned training timely.
How to Apply
To apply for this position, please use the following link: