Retail Operations Lead at Airtel

The Retail Operations Lead is responsible for driving operational excellence across Airtel Nigeria’s retail footprint. This role ensures consistent execution of retail strategies, enhances customer experience, optimizes store performance, and leads frontline teams to achieve business targets. The ideal candidate will combine strong leadership, analytical thinking, and a deep understanding of retail and telecom operations.

Airtel Africa is proud to be an equal opportunity employer and remain fully committed to diversity and inclusion in the workplace.

Responsibilities

Retail Operations Management

• Oversee daily operations across all retail stores and touchpoints.
• Ensure compliance with company policies, brand standards, and operational procedures.
• Drive consistency in service delivery and store performance nationwide.

Sales & Performance Management

• Develop and implement strategies to achieve sales targets and KPIs.
• Monitor store-level performance metrics and take corrective actions where necessary.
• Optimize product availability, merchandising, and in-store promotions.

Customer Experience Excellence

• Champion a customer-first culture across all retail locations.
• Ensure high service standards and quick resolution of customer issues.
• Use customer feedback and insights to improve retail experience.

Team Leadership & Development

• Lead, coach, and mentor regional and store-level teams.
• Drive employee engagement, productivity, and accountability.
• Identify training needs and support capability development initiatives.

Process Improvement & Innovation

• Identify operational gaps and implement process improvements.
• Leverage technology and data analytics to enhance efficiency.
• Support rollout of new products, services, and retail initiatives.

Stakeholder Management

• Collaborate with sales, marketing, supply chain, and customer service teams.
• Coordinate with external partners, vendors, and retail franchisees.
• Provide regular reports and insights to senior management.

Educational Qualifications 

• Bachelor’s degree in Business Administration, Marketing, or related field (MBA is an advantage).

Relevant Experience & Functional / Technical Skills 

• Minimum of 10 years of experience in retail operations, preferably within telecom or FMCG sectors.
• Proven track record of managing multi-location retail operations.
• Strong leadership and team management skills.
• Ensure retail sales growth and meet revenue targets
• Manager store productivity and conversion rates
• Increase customer satisfaction (CSAT/NPS) scores
• Ensure operational compliance and audit scores
• Manager employee engagement and retention