Manager, Retail Experience (Eastern/Volta/Oti) at MTN

About The Job

Job Summary

The core purpose of this role is to provide leadership and support the delivery of sales targets and excellent customer experience across all the Retail and Connect Stores in the designated area. 

The incumbent will manage the day-to-day operations of the network of owned and third-party retail shops and will be directly accountable for delivering the sales and customer key performance indicators.

Key Tasks:

• Champion and implement all Customer Experience initiatives/projects/plans in the assigned region.
• Drive service excellence and sales activity in all service centres within the designated area.
• Proactively develop and implement strategies to drive sales and deliver superior customer experience
• Handle the resolution of escalated Branch and Connect Store issues within the assigned territory.
• Initiate action to effectively manage Mobile Money services and other high volume journeys in all service centres in the area.
• Manage third party employees assigned to branches in the area and ensure full compliance to the MTN way of work.
• Coach, mentor and motivate branch staff in an effort to achieve assigned sales targets and maintain optimal employee service satisfaction levels within region.
• Ensure availability of sales stock and initiate action for slow moving lines.
• Responsible for overseeing all branch functions and overall customer experience.
• Responsible for the coordination of operation logistics to all touch points to ensure seamless delivery of targets.
• Conduct adhoc and scheduled Branch/Connect Store visits/spot checks to ascertain the level of compliance and delivery of business objective
• Liaise with distributor teams in ensuring service standards are maintained in Connect stores.
• Prepare Business reports (quarterly, monthly and weekly).
• Support and drive all companywide business initiatives in the assigned region.