Head of Retail & Consumer Business at Bandwidth & Cloud Services Group(BCS Group)

Role Overview

• The Head of Retail & Consumer Business – Eastern DRC will lead the commercial growth and operational performance of the retail and consumer business across the Eastern DRC region. The role is responsible for driving subscriber acquisition, revenue growth, market penetration, customer experience, and retail operational excellence through direct channels, distributors, agents, and partner networks.
• The position requires a commercially astute and operationally strong leader with deep experience in telecommunications, FMCG, financial services, or high-volume consumer-driven industries within emerging markets. The successful candidate must be capable of operating in a dynamic and complex environment while building high-performing teams, strengthening channel ecosystems, and delivering sustainable business growth.
• The role is best suited for candidates with regional mobility and familiarity with East African consumer markets, with willingness to relocate and work within Eastern DRC. 

Key Responsibilities

Commercial Strategy & Business Growth

• Develop and execute the regional retail and consumer business strategy aligned with overall company and East Africa commercial objectives.
• Drive sustainable growth in subscriber acquisition, revenue, market share, and customer base penetration across Eastern DRC.
• Identify new business opportunities, underserved markets, and revenue streams within the region.
• Lead execution of market expansion initiatives, retail footprint optimization, and commercial growth programs.
• Translate market intelligence and customer insights into actionable commercial initiatives.

Retail Operations & Channel Management

• Oversee end-to-end retail operations across all company-owned stores, dealer outlets, agents, and distribution channels within Eastern DRC.
• Ensure consistent retail standards, operational efficiency, service quality, and brand visibility across all customer touchpoints.
• Optimize retail processes, inventory management, merchandising, and channel productivity.
• Drive channel expansion and ensure effective territory coverage in line with business growth objectives.
• Monitor distributor and dealer performance, ensuring achievement of agreed sales and operational KPIs.

Sales Performance & Revenue Management

• Deliver regional sales and revenue targets across voice, data, digital products, devices, and other consumer offerings.
• Drive ARPU growth, subscriber retention, active customer growth, and usage penetration.
• Develop and implement targeted sales initiatives to improve acquisition, retention, and customer lifetime value.
• Monitor sales performance trends and implement corrective actions to close performance gaps.
• Ensure effective forecasting, pipeline management, and commercial reporting.

Customer Experience & Service Excellence

• Champion a customer-centric culture across all retail and consumer operations.
• Ensure delivery of a seamless customer experience from onboarding to after-sales support.
• Drive initiatives aimed at improving customer satisfaction, loyalty, and Net Promoter Score (NPS).
• Utilize customer feedback and analytics to continuously improve products, services, and retail experiences.
• Ensure timely resolution of customer complaints and service-related escalations.

Marketing & Go-to-Market Execution

• Collaborate closely with Marketing to develop and execute localized consumer campaigns, activations, and promotional initiatives.
• Support product launches and ensure effective market execution within Eastern DRC.
• Drive visibility, brand presence, and customer engagement through strategic retail and field activities.
• Ensure alignment between sales, marketing, and distribution teams to maximize campaign effectiveness.

Financial Management & Business Performance

• Own the regional retail and consumer business P&L for Eastern DRC.
• Develop and manage budgets while ensuring cost optimization and profitability.
• Conduct regular business reviews, financial analysis, and performance reporting.
• Drive operational efficiencies and margin improvement initiatives.
• Ensure effective utilization of commercial resources and investments.

Leadership & Team Development

• Lead, coach, and develop high-performing retail, sales, and distribution teams across the region.
• Establish clear performance objectives and accountability frameworks.
• Build a strong performance-driven culture focused on execution excellence and continuous improvement.
• Identify talent gaps and implement succession planning and capability development initiatives.
• Foster collaboration across commercial, technical, finance, and support functions.

Stakeholder & Partner Management

• Build and maintain strong relationships with distributors, dealers, agents, regulators, local authorities, and key external stakeholders.
• Negotiate and manage commercial agreements with channel partners and vendors.
• Ensure channel partner compliance with company policies, standards, and operational requirements.
• Represent the company in key regional commercial engagements where required.

Compliance, Governance & Risk Management

• Ensure compliance with company policies, regulatory requirements, and ethical business standards.
• Implement controls to minimize commercial, operational, and financial risks.
• Maintain strong governance across retail operations, inventory management, and channel activities.
• Ensure adherence to audit requirements with zero critical compliance findings.

Key Performance Indicators (KPIs)

• Revenue growth vs. target
• Subscriber acquisition and active base growth
• Average Revenue Per User (ARPU) growth
• Market share growth within Eastern DRC
• Retail sales conversion and channel productivity
• Distributor and dealer performance
• Customer satisfaction and NPS
• Customer retention and churn reduction
• EBITDA and profitability performance
• Team productivity and employee engagement
• Retail operational compliance and audit performance
• Channel expansion and territory coverage