Retail Shop Manager - All Locations

About the role

Airtel Africa is looking for a Retail Shop Manager to implement and monitor the Service Delivery strategy in an assigned showroom. The goal is to ensure that customers in the territory enjoy a positive in-store experience at every contact, with complete query resolution.

Key responsibilities

• Showroom profitability and stock management: monitor sales, cash, petty cash disbursements and reconciliations, and report on them; track and control stock movement in and out of the warehouse; ensure all products and services are available and report on them
• Asset management: keep systems and equipment in working order and escalate facility issues
• Customer experience: build strong relationships with customers, create a customer database for feedback, upselling and targeted promos
• Query resolution and SLAs: make sure agents have the right tools, meet standards and SLAs, resolve queries within approved time limits and improve turnaround times
• Reporting: daily, weekly and monthly showroom reports, ERC reconciliation, stock/cash/POS and PSB reports

Required profile

• First degree in a related course
• At least 4 years of work experience in a customer service environment
• Ability to work with minimal supervision
• Passion for customer satisfaction, strong work ethic, attention to detail and good presentation skills
• Ability to maintain confidentiality and commit to the organisation's goals

Required skills

• Analytic, report writing and problem-solving skills
• Good understanding of business processes
• Knowledge of customer administrative systems such as ECMS, Single Screen, USDM, CCUI and SV