Retail Shop Manager (RSM) Lagos at Airtel

Job Description

• To implement and monitor the Service Delivery strategy in assigned showroom
• To ensure that the customer base within the territory enjoy remarkable and positive in-store experience at all contacts with complete query resolution

Responsibilities

Showroom profitability and Stock Management (Financials)

• To monitor, ensure adherence to process and as such provide Showroom report of
  • Sales,
  •  Cash monitoring, 
  • Stock management,
  • Petty cash disbursement, reconciliation and retirements.
  • Reporting of all activities within Airtel Showroom that directly impacts on Company financials such as promos
• Track, Manage and control stock movement within and out of the warehouse
• Ensure availability of all company products and services in assigned Showroom
• Provide comprehensive report of all products and services in the Showroom

Asset Management

• Manage all company assets in the Showroom.
• Ensure systems and equipments are in working conditions.
• Escalate all Showroom facility issues for prompt resolution

Customer Experience/ Satisfaction At Showroom (Customer)

• Relationship management: build a strong relationship between Airtel and all its Customers.
• Create a database of customers’ traffic to the Showroom to ensure adequate and reliable data for feedback and upward selling and where necessary promos and other company requirement for effective decision making

Query Resolution and SLA’S (Process)

• Ensure Showroom agents have the required work tools/accesses.
• Ensure that all team members comply with set standards and meet SLA’s.
• Ensure 100% adherence on all Showroom processes and procedures by Showroom Agents.
• Escalate all issues beyond supervisor’s time and ability
• Ensure all Showroom queries are resolved within the approved SLA.
• Monitor turnaround time for all queries/enquiries and institute process improvement when required. 
• Monitor team members and track all pending issues to ensure pending complaints are treated. 

Reports 

• Daily, weekly and monthly showroom reports 
• ERC reconciliation reports

DIMENSIONS

• No. of direct reports: Minimum of 4 off-roll agents 
• Off-rolls project team
• No. of technology partners/ vendors

Qualifications

Educational Qualifications   

• Any University Degree

Relevant Experience & Functional / Technical Skills

• Minimum of 2 years work experience in a Customer Service environment.
• Ability to work with minimal supervision
• Good analytic, report writing and problem-solving skills
• Good understanding of business processes
• Good knowledge of customer administrative systems – REMEDY, TABS, MINSAT, EXCEL etc.

Other requirements 

• Committed to common goals and values of the organization.
• Passion for customer satisfaction and service delivery
• A strong work ethic with positive attitude.
• Team Leader & Player: Independent, confident and objective
• Attention to detail/ excellent oral and written communication skills.
• Good presentation skills.
• Ability to maintain confidentiality at all times