Head of Retail at Airtel

Airtel Kenya wishes to recruit for the role of Head of Retail. This role reports directly to the Customer Experience Director. He/she will be responsible for the end to end management of Airtel Owned stores countrywide in order to maximize sales revenues, grow market share, support in stock distribution through these outlets fostering the channel effectiveness. The role also entails roll-out of new Company owned(COCOs) and Company Owned, Franchise operated (COFO) outlets whilst driving overall Retail operations with a focus on ensuring excellent customer service delivery.

The role holder duties will include but not limited to;

• Effective business planning i.e. working closely with Regional Retail Managers, understand the regional dynamics, identify and recommend performance drivers of the various KRAs across these regions to ensure best outcomes
• Collaborating with the Customer experience director, set SMART targets that will drive business growth within Retail. Cascade the objectives and monitor target delivery achievement to enable shop revenue and profitability outcomes
• Driving a culture of strict adherence to retail processes and procedures on stock and cash management to eliminate compliance exposures to business
• Ensuring the highest levels of service excellence across all outlets through the store look and feel as per brand guidelines, Staff presentation and customer satisfaction on any request, query, and complaint to help drive customer advocacy and additions
• Share channel insights on Customer VOC on products and services to propel increased usage and sales demand
• Working with Customer experience budget champion, manage the retail budget to ensure optimum return on investment for the business
• Build the retail team capability in terms of succession planning and talent management within the function
• Develop initiatives to ensure staff engagement and motivation levels are maintained to enhance staff growth and performance
• Lead and manage any project related to retail expansion or operational process improvement for Shops
• Represent the business on retail reviews across teams within Opco and Group office. This will also include review and submission of business reports as and when required

Qualifications

• Bachelor’s degree in a business related function
• 7-10 years’ work experience in retail sales within FMCG, banking or telecom industry with at least 4 years in a leadership role
• Able to demonstrate good working knowledge of managing retail operations and sales at a national level for multiple outlets or branches

Competencies and Behaviours required

• A strong Sales leader with hands on approach able to manage a diverse national team
• Business savvy with a keen eye to detail
• Strong analytical and organization skills
• Proactive and goal oriented
• Excellent interpersonal and effective communications skills
• Excellent presentation skills