Head of Retail Operations at BBOXX

Role Overview

• We are seeking a highly experiencedHead of Retail Operationsto lead and oversee the retail function in Nigeria.
• The successful candidateis responsible for end-to-end management of retail energy operations, including customer experience, sales execution, service delivery, billing support, field operations, and performance optimization across all retail touchpoints.

Key Responsibilities
 Retail Operations & Service Delivery:

• Oversee day-to-day retail operations across all customer channels (physical outlets, agents, partners, and digital platforms).
• Ensure seamless delivery of renewable energy solutions to residential and small commercial customers.
• Develop and enforce operational standards, SOPs, and service quality benchmarks.
• Manage installation, activation, maintenance, and after-sales support workflows.

Sales & Revenue Enablement:

• Work closely with Sales and Marketing teams to execute retail growth strategies.
• Drive customer acquisition, retention, and upsell of renewable energy products.
• Monitor sales performance, conversion rates, and revenue targets across regions.
• Optimize pricing, promotions, and channel effectiveness.

Customer Experience & Relationship Management:

• Own the end-to-end customer journey, from onboarding to ongoing service.
• Resolve escalated customer issues and ensure timely complaint resolution.
• Implement customer feedback mechanisms and improvement initiatives.
• Drive a high Net Promoter Score (NPS) and customer satisfaction levels.

Operational Efficiency & Cost Control:

• Optimize operational processes to reduce costs and improve turnaround time.
• Manage budgets, operating expenses, and resource allocation.
• Identify automation and technology opportunities to scale operations.
• Track KPIs and performance metrics to drive continuous improvement.

People & Performance Management:

• Lead, coach, and develop retail operations teams.
• Set clear performance targets and accountability frameworks.
• Build a culture of ownership, safety, compliance, and service excellence.
• Ensure adequate workforce planning and capacity management.

Educational Requirements

• Bachelor’s degree in engineering, Business Administration, Operations Management, or related field.
• Master’s degree (MBA or equivalent) is an added advantage.

Experience:

• 8–12 years of experience in operations or retail management.
• At least5 years in a senior leadership role.
• Experience inrenewable energy, utilities, telecoms, FMCG, or infrastructure-driven retail environmentsis highly desirable.
• Strong exposure to multi-location or field-based operations