Retail Area Business Manager - Shops and Franchise at Airtel

Job Purpose

Develop and implement retail strategy among  Zonal/Area shops to achieve predefined  return on investment through excellent product sales drive, service delivery, issue resolution and operations management.

Key Accountabilities

Financial Performance of Showrooms, AES & Franchise locations within the zone

• Drive showroom shop team to maximize sales opportunities and ensure that all targets are achieved within region      franchise/ retail touch points.
• Effectively cascade and monitor zonal/area month-on-month sales targets across these touch points
• Ensuring sales of devices and ERC achieving target on all product categories.
• Optimize operating costs and driving revenue growth to ensure Positive P&L result in all Retail shops, AES &      Franchise.
• Drive the Up-selling of Airtel products and services in retail showroom & AES within zones.
• Effectively drive and manage target driven initiatives and projects in franchise and retail outlets in region

Customer Experience/Satisfaction & Process adherence across zonal showrooms, AES & Franchise

• Responsible for workflow assessment in the shops, ensuring ALL customers receive internationally benchmarked(world-class) customer service
• Ensure target response objectives
• Drive CSAT across zonal touch-points in line with agreed target
• Ensure these outlets have the required work tools/accesses.
• Ensure that all touch points comply with set standards and meet SLA’s.

 Team Performance Management & Engagement

• Ensure target achievement for JKQ & GUEST score for zone.
• Oversee the implementation of learning initiatives to ensure that client facing staff  are able to complete the sale
• Ensure the achievement of projects, people and process to achieve set targets within the constraints of the budget.
• Support showroom employee engagement and retention initiatives
• Implementing and tracking employee rewards scheme/Over-time.
• Analyze the skills level of the Supervisors, and provide a platform for continuous skill development for the entire team
• Relationship management: build a strong relationship between team members

 Operation management of Showrooms & uniformity of standard look and feel across all touch points

• Responsible for the seamless operations of Airtel showrooms, AES and franchise within the zones
• Ensure Stock and Cash reconciliation of all shops and touch points within Zone.
• Responsible for closing / Mitigating Audit Issues
• Responsible for evolving cost efficient operations by creating and enforcing control measures and reviewing operating processes
• Drive consistency in ‘look and feel’ at all Airtel owned and franchise showrooms
• Drive optimality at these touch points by ensuring necessary materials for customer education and TOMA.