Lead Retail Customer Experience (Large Stores) at Airtel

JOB PURPOSE

Defining, Driving & Delivering superior Customer Experience at Company Retail Stores across all country operations in Africa.

RESPONSIBILITIES AND ACCOUNTABILITIES

• Driving Customer experience at all Large format retail stores (COCO & COFO) across all country operations in Africa.
• Ensuring effective hiring and training for all store employees.
• Ensuring compliance and risk mitigation strategies execution.
• Implementation of new Store Design across all operations to ensure effective representation of Brand Airtel through this important channel.
• Driving process simplification and automation for all Retail processes to ensure cost reduction and thereby profitability.
• Driving P&L for Large format retail stores so that they are profitable while providing superior service.
• Designing strategy for Retail customer experience and executing the same across all operating units.

COMPETENCIES

• Excellent operational background on Company owned and Franchisee owned Stores handling
• Experience in managing P&L for stores, both Sales and Service at stores
• High on analytics and problem solving through automation
• Very high on rigor, processes and policies
• Creativity (out-of-the box thinking) and strong entrepreneurial spirit
• Strong Commercial Acumen
• Strong Customer orientation
• Excellent Communication and negotiation skills

QUALIFICATIONS AND EXPERIENCE

• Bachelor of Technology with in-depth understanding of telecom trends
• MBA preferred
• 10-12 years of experience in leading a highly qualified and experienced team in a highly complex environment
• 10- 12 years of in-depth experience in the telecom space, especially in Retail Customer experience domain