Jobs in Zambia and Zimbabwe

Retail Experience Team Leader: Airtel Zambia

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VACANCY: Retail Experience Team Leader

JOB LEVEL: 5

LOCATION: Lusaka

JOB PURPOSE

To drive Opco market share objectives and superior service delivery by managing the Retail and Franchise store operations and expansion. Drive excellence in customer onboarding and acquisition via KYC processes/platforms and other products at the retail stores while ensuring adherence to related regulatory and Opco guidelines.

REPORTING TO THE FINANCIAL REPORTING MANAGER – THE MAIIN DUTIES ARE;

Showroom Profitability

  • Define and implement performance targets for the different contact points.
  • Ensure monitoring, tracking and reporting is done daily on productivity, on all parameters which impact the payouts like
  • Device Sales
  • Airtel Money
  • Other revenue generating activities – activations, airtime sales, Up-selling, devices sales and Bill collection
  • Geek Bar operationalization & performance management.
  • Provide and periodically review stocking strategy to ensure Airtel Express+ and Airtel Expo provide required range of devices and products
  • Ensure daily performance monitoring of retail stores to ensure they are fully stocked.
  • Drive activities that enhance sales and superior customer experience

Establishment and Improvement of Showrooms Operational Processes and Controls

  • Identify all stakeholders impacting strategic delivery of retail experience service goals and establish regular stakeholder meetings.
  • Institute governance to ensure adherence to Service Level agreements along with required documentation (Standard Operating procedure) and penalties for non- adherence duly signed.
  • Clearly provide process manuals to ensure consistency of service in all touch points (Expo, Express+, Express and Extra)
  • Create a tracking and monitoring process for Service Experience and Customer satisfaction.
  • Review, analyse and control actual expenditure

Operational planning & results

  • Execute the prerequisites for successful roll out of franchise and retail stores.
  • Documentation and maintenance of all franchise and retail store business plans.
  • Coordinate retail training sessions including all product launch training.
  • Ensure HR learning and development team execute product knowledge interventions as agreed.

Partner Management

  • Develop Governance model according to Business Process agreement and ensure adherence.
  • Create dashboard of all partner parameters to indicate performance levels.
  • Ensure compliance to applicable regulations and monitor availability of all relevant documentation, across relevant touch points to meet compliance requirements.
  • Ensure key KPI’s are met with regards to retail personnel, team and partner targets.
  • Ensure all partner engagements are governed by up-to-date contracts and SLA’s.

REQUIREMENTS

  • University Degree is a Business Field
  • Professional qualifications in Business related studies, Customer Service and Quality is desirable
  • 5 years with a minimum of 2 years in a supervisory role preferably within the Telecoms industry BPO / Retail / FMCG / Financial Services
  • Customer Relationship Management Skills
  • Highly conversant with Microsoft Office
  • Able to handle, prioritize, multiple project simultaneously
  • Showroom Operation and Technology Expertise
  • Project Management

PERSONAL BEHAVIOUR REQUIRED IN THE POST.

  • Able to operate in a performance driven organisation
  • Strong communication skills, both written and spoken.
  • Advanced Negotiation Skills
  • Customer Oriented
  • Strong analytical skills and problem solving skills

CLOSING DATE

To apply send your application & Curriculum vitae to [email protected]. Closing date for applications is Wednesday 11th November, 2015

Please note that due to the high volume of applications received, only shortlisted candidates will be contacted.