Job description
The role is within the Customer Service Division and reports to the Director of Customer Service. Based in Nairobi, there will be frequent travel to other counties.
Responsibilities include;
Business Planning – Continually monitors Airtel shops & Airtel franchise managed shops, sales recruitment process to ensure that targets are met and drives the distribution of branding and promotional materials to the shops
Retail Operations – Implementation & Control of retail operations; grow the Airtel market share/presence within the channel
Customer Experience – Ensure highest levels of customer satisfaction on any request, query, and complaint of walk-ins.
Management, co-ordination and Support of Airtel Shops – Recruits Airtel shops & Franchise shops and negotiates stocking agreements.
Performance Management – Work with the regional retail managers and teams to monitor and drive retail KPIs and drive shops teams to achieve the key deliverables through
Airtel shops and Airtel partner managed shops
Manage Retail budget, projects, people and process to achieve set targets – drive optimization to ensure ROI
Develop initiatives – ensure staff engagement and motivation levels are maintained to enhance staff growth and performance
Qualifications:
Bachelor’s degree in a business related function
7-10 years’ work experience in retail sales within FMCG or telecom industry
At least 2 years in Airtel Shops & Franchise Shops and good knowledge of channels is preferred
Able to handle, prioritize, multiple projects simultaneously and
IT literacy
Hands on approach able to operate in a performance driven organization
Competencies and behaviour
Ability to work under high stress with short-term targets and objectives
Business awareness
Strong analytical skills and problem solving skills
Excellent planning skills
High personal standards and goal oriented
Excellent interpersonal and presentation skills
Excellent and effective communications skills, both orally and in writing
