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. You will report to the Customer Experience Director and be responsible for managing retail operations at headquarters, including the rollout of franchise shops according to the agreed model across Ghana. You will ensure the delivery of excellent customer experience across all retail channels, including franchise shops.

Key Responsibilities

People Management

• Provide coaching, recommendations, and supervise training for team members
• Supervise the health of acquisitions and ensure compliance on activations
• Lead team engagement initiatives
• Drive team engagement and provide a healthy, conducive environment that allows for team development
• Train and develop teams on a regional level

Retail Operations & Compliance

• Work closely with Commercial Heads to provide effective and reliable support to Regional Retail teams
• Ensure uniformity of AirtelTigo Retail customer experience guidelines across owned and franchise shops
• Ensure uniformity of Retail guidelines including brand standards, service KPIs, acquisition targets, revenue, and profitability
• Manage and ensure availability of products and devices in all outlets
• Lead centralized retail projects

Customer Experience

• Help meet T-NPS and CES scores across owned and franchise shops
• Roll out solutions (QMS, live chat, etc.) in retail shops to reduce customer effort and enhance customer experience
• Guarantee Service Management monitoring and continuous improvement to ensure escalated issues are resolved
• Routinely investigate through mystery shoppers and on-spot visits

Strategic Direction

• Provide direction and strategy for regional retail operations
• Provide support and guidance from headquarters