Head, Regional Retail Operations at AirtelTigo

Job Summary

The successful candidate will join as the Head of Regional Retail Operations in the Customer Experience Department. Reporting to the Customer Experience Director, you will be responsible for the management of retail operations at headquarters, including the rollout of franchise shops according to the agreed model across Ghana. You will also oversee the delivery of excellent customer experience across all retail channels, including franchise shops.

Key Responsibilities

People Management

• Provide coaching and recommend training for team members
• Supervise team performance and ensure compliance on activations
• Lead team engagement initiatives
• Drive team development and foster a healthy, conducive work environment

Process & Operations

• Work closely with Commercial Heads to provide effective support to Regional Retail teams and ensure uniformity of AirtelTigo Retail Customer Experience guidelines
• Ensure uniformity of Retail guidelines across owned and franchise shops, including brand standards, service KPIs, acquisition targets, revenue, and profitability
• Manage and ensure availability of products and devices in all outlets
• Provide direction, strategy, and support from headquarters
• Conduct routine investigations through mystery shoppers and on-site visits
• Lead centralized retail projects

Customer Experience

• Monitor T-NPS and CES scores across owned and franchise shops to ensure targets are met
• Roll out customer experience solutions (QMS, live chat, etc.) in retail shops to reduce customer effort and enhance experience
• Guarantee Service Management monitoring and continuous improvement to address escalated issues

Position Details

• Location: Accra, Ghana
• Employment Type: Full-Time
• Category: Sales/Marketing