Experience Centre Manager at T2 (Formerly 9Mobile)

Location: Oshogbo, Osun

Job Summary

• To ensure the functionality and effective operation of the Experience Centre in the delivery of the set sales, service and customer experience objectives 

Principal Functions
Task Complexity:

• Ensure the effective management and functionality of the environment of the Experience Centre.
• Ensure that the features of the Experience Centre, branded fixtures, digital signage, IT infrastructure, Power generators and other support infrastructure are continually in an optimal functional state to support a pleasant ambiance for the customers. And liaise with the appropriate support department in resolving maintenance issues.
• Ensure maintenance of look and feel of the Experience Centre with the look and feel in a continually pristine condition that presents a high quality portrayal of the 9mobile Brand, and liaise with shop rollout team to resolve all snags in fit-out elements.
• Conduct forecasting and performance of demand planning for optimal product availability, and liaises with supply chain and logistics to ensure optimal stock level is maintained.
• Ensure optimum service and sales levels so that each customer receives excellent sales and customer service experience and solutions.
• Create and develop a client base by ensuring customer data capture at point of sale and follow up accordingly.
• Ensure compliance with merchandising guidelines stipulated by Retail marketing; also ensuring merchandising translates into sales.
• Ensure optimal visibility for products and promos within the Experience Centre
• Ensure adherence to health safety and environment standards in the Experience Centre
• Oversee administrative duties within the Experience Centre.

Experience Centre  Performance Management, Monitor and achieve set targets:

• Ensure sales target adherence
• Allocate targets to Retail Advisors and monitor performance
• Monitor targets and advise on tactical plans to facilitate target achievement.
• Monitor Experience Centre profitability and ensure achievement of set EBITDA targets.
• Carry out competitor and market analysis providing intelligence on competitor activity to HQ for planning and decision making purposes.
• Advise on local marketing initiatives to drive footfall to the Experience Centre
• Build and continually update database of High Value and SME Customers of the Experience Centre
• Ensure prompt resolution of HV and SME queries and complaints within established SLAs
• Carry out customer profiling and provide advisory inputs to the Retail Territory Manager
• Organize and facilitate customer events
• Build relationships with members of the community of the Experience Centre and identify opportunities to leverage visibility of the 9mobile brand and growth of 9mobile business

Supervisory/ Leadership/ Managerial Complexity:

• Manage performance of direct reports(deputy centre manager and retail advisors) providing leadership and motivation.
• Drive professionalism in sales and service delivery
• Assign, monitor and coordinate work.
• Identify obstacles to performance and devise an appropriate plan of action.
• Provide technical, procedural and policy guidance.
• Evaluate performance (conduct performance appraisals),
• Provide career development for direct reports (counselling, coaching, identify KPAs, career planning, goal setting).
• Liaise with HR to determine training needs and identify training courses for individuals and teams.
• Transfer knowledge and skills
• Recommend candidates for appointment as part of the recruitment process.
• Maintain store headcount budget and ensure the store is fully staffed.
• Ensure compliance with set policies processes and  procedures
• Acts as key link for all communication between Territory Retail Manager and Experience Centre Team.
• Encourage clear and open channels of internal communication.
• Perform any other duties  assigned by management

Role Complexity:

• Liaise with Supply Chain and logistics for optimal stock availability
• Liaise with IT for optimal functionality of systems applications and connectivity
• Liaise with Operations Support for facility maintenance
• Liaise with Shop Rollout for maintenance of shop look and feel
• Liaise with HR for people development needs

Educational Requirements

• First degree or its equivalent in a relevant discipline.

Experience,Skills & Competencies:

• Minimum of two (2) years relevant work experience in a retail sales or service environment (Service Industry Preferred)