AirtelTigo

Position Overview

Join a growing team that values talent and dedication. 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 deliver excellent customer experience across all retail channels, including franchise shops.

Key Responsibilities

People Management

• Provide coaching, recommendations, and supervision of training for team members
• Supervise health of acquisitions and ensure compliance on activations
• Drive team engagement and provide a healthy and conducive environment that allows for team development

Retail Operations & Standards

• Work closely with Commercial Heads to provide effective and reliable support to Regional Retail teams to ensure uniformity of AirtelTigo Retail Customer Experience guidelines
• Ensure uniformity of Retail guidelines across owned and franchise shops, including brand, service KPIs, acquisition targets, revenue, and profitability
• Manage and ensure availability of products and devices in all outlets
• Routinely investigate through mystery shoppers and on-spot visits
• Lead centralized retail projects

Customer Experience

• Roll out solutions (QMS, live chat, etc.) in retail shops to reduce customer effort and enhance customer experience
• Help meet T-NPS and CES scores across owned and franchise shops
• Guarantee Service Management monitoring and continuous improvement to ensure that issues escalated beyond all service frontlines are promptly and effectively addressed
• Provide direction and strategy
• Provide support and training from headquarters on a regional level