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. The company made history on August 5, 2001 by becoming the first telecoms operator to launch commercial GSM services in Nigeria and has scored a series of many “firsts” in the highly competitive Nigerian telecommunications market including the first to introduce toll-free 24-hour customer care; first to launch service in all the six geo-political zones in the country; first to introduce affordable recharge denominations; first to introduce monthly free SMS and first to introduce monthly airtime bonus.
Job Title: Retail Area Business Manager – Shops and Franchise
Airtel Nigeria – Gombe State
Job description
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.
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
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
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
How to Apply
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