Retail Operations Lead at Airtel Tanzania

To lead, manage, and optimize retail shop operations to ensure exceptional customer experience, strong commercial performance, full compliance with SOPs, and effective governance across all retail channels.

The Retail Operations Lead ensures that shops operate efficiently, deliver revenue targets, maintain brand standards, and adhere to operational excellence.

Key Responsibilities

Operational Excellence & Governance

• Ensure 100% adherence to SOPs, retail playbooks, health and safety standards, and company policies.
• Conduct regular shop visits, operational audits, and mystery shop evaluations.
• Ensure timely EOD certification, Cash and stock management, and reconciliation.
• Address operational gaps and develop corrective and preventive action plans.

Retail Performance Management

• Drive daily, weekly, and monthly performance of all shops (sales, activations, AM, Devices, HBB, accessories, NPS, footfall, conversion rates and other KPIs).
• Monitor targets and performances for Hub Managers, Shop Managers, and frontline teams.
• Monitor KPIs and implement improvement plans for underperforming shops.
• Analyze performance trends and provide insights into strategic decision-making.

Customer Experience Management

• Champion customer-first culture across all shops.
• Monitor NPS and customer feedback; develop action plans to address service gaps.
• Ensure all shops follow brand standards, uniform policy, and customer service guidelines

Retail Projects & Execution

• Oversee new shop openings, relocations, refurbishments, and layout changes.
• Coordinate with supply chain, marketing, branding, and finance for timely execution of retail initiatives.
• Ensure readiness of shop infrastructure, devices, signage, branding, and systems before go‑live.
• Support digital retail initiatives (self-service, E‑SIM, onboarding, etc.)
• Maintain confidentiality and secure handling of retail data.

Compliance, Controls & Risk Management

• Ensure all shops comply with audit standards, regulatory requirements, and internal controls.
• Address compliance findings and implement preventive measures.
• Ensure proper cash handling, asset management, and risk mitigation procedures

Reporting & Data-Driven Decision-Making

• Review MIS reports and ensure accuracy of shop-level data submissions.
• Provide weekly and monthly performance summaries for management.
• Recommend process improvements, cost optimizations, and technology enhancements.

Educational Qualifications & Functional / Technical Skills

• Bachelor’s degree in business administration, Marketing, Retail Management, or related field.
• A master’s degree is an added advantage.

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

• 4–7 years of experience in Retail Operations Management.
• Experience in telecom/FMCG/consumer electronics retail is an added advantage.

Other requirements (Behavioral etc.)

• Strong knowledge of retail KPIs and operations.
• Strong leadership and people management skills.
• Ability to work under pressure and manage multiple shops simultaneously.
• High discipline, integrity, and attention to detail.