Regional Shop Manager at Airtel Tanzania

At Airtel Africa, we act with passion, energy, and a can-do attitude. Innovation with an entrepreneurial spirit drive us. If you like “ordinary”, then we are not for you.

We champion diversity. We anticipate, adapt, and deliver solutions that enrich the lives of communities we serve. we roll up our sleeves to win with our customers.

By choosing Airtel, you choose to be part of a winning team. All this in addition to a brilliant opportunity to build a career in your field of expertise, across our different operating companies in Africa.

Airtel Africa is proud to be an equal opportunity employer and remain fully committed to diversity and inclusion in the workplace.

Responsibilities

Financial and Sales Management

• Driving Customer acquisition and revenue growth through Airtel Shops including (5G & 4G Smartphones, HBB, New GA, AM cash out and cash in, and EVD sales)
• Keep records of the daily sales & reconciliation
• Generation & report to Retail Experience & Governance Manager on daily, weekly, and monthly shop sales.
• Advice management in sales & service improvement initiatives.
• Accountable on daily shops reconciliation/stock management.
• Understands and drives cost containment initiatives.
• Define performance standards across retail footprint.
• Work with the assigned shops team to monitor and drive retail KPIs.
• Drive shops teams to achieve the key deliverables through Airtel Shops and Airtel partner managed shops
• Understands and drives revenue growth initiatives.
• Driving Customer acquisition, satisfaction and revenue growth through Airtel Shop

Customer satisfaction on service

• Develop mechanisms and collate direct customer feedback on service and business.
• Ensure high level of customer engagement initiatives that drive satisfaction.
• Handle escalated customer complaints within SLA.
• 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

• Develop and motivate team members through structured on the job coaching.
• Conduct briefings with the team members (one on one discussion).
• Conducting daily morning meeting.
• Ensure each staff has KRA plan in place.
• Conducting quarterly assessment on KRA.
• Monthly review of each shop performance as per the PnL
• Design and implement an effective rewards scheme for showroom team.
• Develop and motivate team members through on job coaching.
• Prepare plans to action engagement feedback for team.
• Top talent career mapping/development

Retail Operations & Compliance

• Deliver and cascade strategy.
• Overall management of the store, look and feel.
• Drive KYC compliance.
• Ensure Governance & audit rating is satisfactory.
• Ensure all audit issues are closed timely.
• All monthly showroom Governance gaps raised to be closed timely.
• 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.
• Partner staff at retail shops management & ensure adherence of the processes

Training

• Shops agents to attend timely on all mandatory assigned training

Qualifications

Educational Qualifications & Functional / Technical Skills

• Degree in Administration /Materials Management/Banking or Business Administration.
• IT Literacy

Relevant Experience (Type of experience and minimum number of years)

• 5 or more years’ experience in Retail environment.
• 2 or more years’ experience in banking
• Management skills

Other Requirements (Behavioral Etc.)

• Business awareness.
• Strong analytical skills and problem-solving skills.
• Excellent planning skills.
• High personal standards and goal oriented.
• Excellent interpersonal skills.
• Excellent and effective communication skills, both orally and in writing