Role Overview<\/p>\n
\tThe Head of Retail & Consumer Business \u2013 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.
\n\tThe 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.
\n\tThe 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.\u00a0<\/p>\n
Key Responsibilities<\/p>\n
Commercial Strategy & Business Growth<\/p>\n
\tDevelop and execute the regional retail and consumer business strategy aligned with overall company and East Africa commercial objectives.
\n\tDrive sustainable growth in subscriber acquisition, revenue, market share, and customer base penetration across Eastern DRC.
\n\tIdentify new business opportunities, underserved markets, and revenue streams within the region.
\n\tLead execution of market expansion initiatives, retail footprint optimization, and commercial growth programs.
\n\tTranslate market intelligence and customer insights into actionable commercial initiatives.<\/p>\n
Retail Operations & Channel Management<\/p>\n
\tOversee end-to-end retail operations across all company-owned stores, dealer outlets, agents, and distribution channels within Eastern DRC.
\n\tEnsure consistent retail standards, operational efficiency, service quality, and brand visibility across all customer touchpoints.
\n\tOptimize retail processes, inventory management, merchandising, and channel productivity.
\n\tDrive channel expansion and ensure effective territory coverage in line with business growth objectives.
\n\tMonitor distributor and dealer performance, ensuring achievement of agreed sales and operational KPIs.<\/p>\n
Sales Performance & Revenue Management<\/p>\n
\tDeliver regional sales and revenue targets across voice, data, digital products, devices, and other consumer offerings.
\n\tDrive ARPU growth, subscriber retention, active customer growth, and usage penetration.
\n\tDevelop and implement targeted sales initiatives to improve acquisition, retention, and customer lifetime value.
\n\tMonitor sales performance trends and implement corrective actions to close performance gaps.
\n\tEnsure effective forecasting, pipeline management, and commercial reporting.<\/p>\n
Customer Experience & Service Excellence<\/p>\n
\tChampion a customer-centric culture across all retail and consumer operations.
\n\tEnsure delivery of a seamless customer experience from onboarding to after-sales support.
\n\tDrive initiatives aimed at improving customer satisfaction, loyalty, and Net Promoter Score (NPS).
\n\tUtilize customer feedback and analytics to continuously improve products, services, and retail experiences.
\n\tEnsure timely resolution of customer complaints and service-related escalations.<\/p>\n
Marketing & Go-to-Market Execution<\/p>\n
\tCollaborate closely with Marketing to develop and execute localized consumer campaigns, activations, and promotional initiatives.
\n\tSupport product launches and ensure effective market execution within Eastern DRC.
\n\tDrive visibility, brand presence, and customer engagement through strategic retail and field activities.
\n\tEnsure alignment between sales, marketing, and distribution teams to maximize campaign effectiveness.<\/p>\n
Financial Management & Business Performance<\/p>\n
\tOwn the regional retail and consumer business P&L for Eastern DRC.
\n\tDevelop and manage budgets while ensuring cost optimization and profitability.
\n\tConduct regular business reviews, financial analysis, and performance reporting.
\n\tDrive operational efficiencies and margin improvement initiatives.
\n\tEnsure effective utilization of commercial resources and investments.<\/p>\n
Leadership & Team Development<\/p>\n
\tLead, coach, and develop high-performing retail, sales, and distribution teams across the region.
\n\tEstablish clear performance objectives and accountability frameworks.
\n\tBuild a strong performance-driven culture focused on execution excellence and continuous improvement.
\n\tIdentify talent gaps and implement succession planning and capability development initiatives.
\n\tFoster collaboration across commercial, technical, finance, and support functions.<\/p>\n
Stakeholder & Partner Management<\/p>\n
\tBuild and maintain strong relationships with distributors, dealers, agents, regulators, local authorities, and key external stakeholders.
\n\tNegotiate and manage commercial agreements with channel partners and vendors.
\n\tEnsure channel partner compliance with company policies, standards, and operational requirements.
\n\tRepresent the company in key regional commercial engagements where required.<\/p>\n
Compliance, Governance & Risk Management<\/p>\n
\tEnsure compliance with company policies, regulatory requirements, and ethical business standards.
\n\tImplement controls to minimize commercial, operational, and financial risks.
\n\tMaintain strong governance across retail operations, inventory management, and channel activities.
\n\tEnsure adherence to audit requirements with zero critical compliance findings.<\/p>\n
Key Performance Indicators (KPIs)<\/p>\n
\tRevenue growth vs. target
\n\tSubscriber acquisition and active base growth
\n\tAverage Revenue Per User (ARPU) growth
\n\tMarket share growth within Eastern DRC
\n\tRetail sales conversion and channel productivity
\n\tDistributor and dealer performance
\n\tCustomer satisfaction and NPS
\n\tCustomer retention and churn reduction
\n\tEBITDA and profitability performance
\n\tTeam productivity and employee engagement
\n\tRetail operational compliance and audit performance
\n\tChannel expansion and territory coverage<\/p>\n
Apply Through:<\/p>\n
hris.peoplehum.com<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"http:\/\/hris.peoplehum.com","_company_name":"Bandwidth & Cloud Services Group(BCS Group)","_company_website":"http:\/\/N%20\/%20A","_company_tagline":"BCS Group is a wholesale carrier providing Fiber Connectivity Solutions reaching an estimated 80million+ end users with a network coverage spanning over 80,000km+ of subsea, backbone and metro fiber across 15 countries in Eastern, Central and Southern Africa. We offer Fiber Construction, Carrier Gra... read morede IP Transit, Global and Regional Connectivity, Colocation Services & FTTX on EPC, Co-Build and Own Build roll out models.","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[692],"job-categories":[693,1342],"job-types":[687],"class_list":["post-96370","job_listing","type-job_listing","status-publish","hentry","job_listing_region-nairobi","job-type-full-time"],"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-listings\/96370","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/media?parent=96370"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job_listing_region?post=96370"},{"taxonomy":"job_listing_category","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-categories?post=96370"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-types?post=96370"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}