Why Airtel Africa?
\nAt Airtel Africa, we act with passion, energy, and a can-do attitude. Innovation with an entrepreneurial spirit drive us. If you like \u201cordinary\u201d, then we are not for you.
\nWe champion diversity. We anticipate, adapt, and deliver solutions that enrich the lives of communities we serve. we roll up our sleeves to win with our customers.
\nBy choosing Airtel, you choose to be part of a winning team. All this in addition to a brilliant opportunity to build a career in your field of expertise, across our different operating companies in Africa.<\/p>\n
Airtel Africa is proud to be an equal opportunity employer and remain fully committed to diversity and inclusion in the workplace.<\/p>\n
Responsibilities<\/p>\n
Financial and Sales Management<\/p>\n
Driving Customer acquisition and revenue growth through Airtel Shops
\nincluding (5G & 4G Smartphones, HBB, New GA, AM cash out and cash in, and EVD sales)
\nKeep records of the daily sales & reconciliation
\nGeneration & report to Retail Experience & Governance Manager on daily, weekly, and monthly shop sales.
\nAdvice management in sales & service improvement initiatives.
\nAccountable on daily shops reconciliation\/stock management.
\nUnderstands and drives cost containment initiatives.
\nDefine performance standards across retail footprint.
\nWork with the assigned shops team to monitor and drive retail KPIs.
\nDrive shops teams to achieve the key deliverables through Airtel Shops and Airtel partner managed shops
\nUnderstands and drives revenue growth initiatives.
\nDriving Customer acquisition, satisfaction and revenue growth through Airtel Shops<\/p>\n
Customer satisfaction on service<\/p>\n
Develop mechanisms and collate direct customer feedback on service and business.
\nEnsure high level of customer engagement initiatives that drive satisfaction.
\nHandle escalated customer complaints within SLA.
\nEnsure customer satisfaction on complaints.
\nEnsuring G.U.E.S.T [Greet, Understand, Explain, Seek Feedback, and Thank Customer] performance is adhered
\nEnsure customer NPS is achieved as per the set standards<\/p>\n
Employee Engagement<\/p>\n
Develop and motivate team members through structured on the job coaching.
\nConduct briefings with the team members (one on one discussion).
\nConducting daily morning meeting.
\nEnsure each staff has KRA plan in place.
\nConducting quarterly assessment on KRA.
\nMonthly review of each shop performance as per the PnL
\nDesign and implement an effective rewards scheme for showroom team.
\nDevelop and motivate team members through on job coaching.
\nPrepare plans to action engagement feedback for team.
\nTop talent career mapping\/development<\/p>\n
Retail Operations & Compliance<\/p>\n
Deliver and cascade strategy.
\nOverall management of the store, look and feel.
\nDrive KYC compliance.
\nEnsure Governance & audit rating is satisfactory.
\nEnsure all audit issues are closed timely.
\nAll monthly showroom Governance gaps raised to be closed timely.
\nAll showroom employees adhere to showroom processes.
\nEnsure timely Petty cash retirement for the shops.
\nImplementation & Control of retail operations.
\nDrive retail operations framework as per shop operations procedure manual.
\nPartner staff at retail shops management & ensure adherence of the
\nprocesses<\/p>\n
Training\u00a0<\/p>\n
Shops agents to attend timely on all mandatory assigned training<\/p>\n
Qualifications<\/p>\n
Educational Qualifications & Functional \/ Technical Skills<\/p>\n
Degree in Administration \/Materials Management\/Banking or Business Administration.
\nIT Literacy<\/p>\n
Relevant Experience (Type of experience and minimum number of years)<\/p>\n
5 or more years\u2019 experience in Retail environment.
\n2 or more years\u2019 experience in banking
\nManagement skills<\/p>\n
Other requirements (Behavioral etc.)<\/p>\n
Business awareness.
\nStrong analytical skills and problem-solving skills.
\nExcellent planning skills.
\nHigh personal standards and goal oriented.
\nExcellent interpersonal skills.
\nExcellent and effective communication skills, both orally and in writing<\/p>\n
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