Retail Operations Officer

About Airtel Tanzania

At Airtel Africa, we act with passion, energy, and a can-do attitude. Innovation with an entrepreneurial spirit drive us. We champion diversity and anticipate, adapt, and deliver solutions that enrich the lives of communities we serve. We roll up our sleeves to win with our customers.

By choosing Airtel, you choose to be part of a winning team and build a career in your field of expertise across our different operating companies in Africa. Airtel Africa is proud to be an equal opportunity employer and remains fully committed to diversity and inclusion in the workplace.

Position Overview

This position offers a great opportunity for career growth in retail operations management within the telecommunications sector.

Key Responsibilities

Operational Excellence & Governance

• Ensure 100% adherence to SOPs, retail playbooks, health and safety standards, and company policies
• Conduct regular shop visits, operational audits, and mystery shop evaluations
• Ensure timely EOD certification, cash and stock management, and reconciliation
• Address operational gaps and develop corrective and preventive action plans

Retail Performance Management

• Drive daily, weekly, and monthly performance of all shops (sales, activations, AM, devices, HBB, accessories, NPS, footfall, conversion rates, and other KPIs)
• Monitor targets and performance for Hub Managers, Shop Managers, and frontline teams
• Monitor KPIs and implement improvement plans for underperforming shops
• Analyze performance trends and provide insights to support strategic decision-making

Customer Experience Management

• Champion customer-first culture across all shops
• Monitor NPS and customer feedback; develop action plans to address service gaps
• Ensure all shops maintain exceptional service standards

Employment Details

Employment Type: Full-time

Location: Dar es Salaam, Tanzania

Sector: Telecommunications

Functions: Sales & Retail, Business Operations, Management, Customer Service