Location: Ikoyi / Lekki, Lagos (Frequent Interstate Travel Required)
Employment Type: Full-time
Job Summary
- We are seeking an experienced Retail Operations Manager with a proven track record of leading operations across multiple retail branches within the consumer electronics, home appliances, mobile devices, ICT, or technology retail industry.
- This role is not suited for candidates with only general operations or administrative experience.
- We are looking for someone who has successfully built operational systems, standardized branch processes, improved inventory accuracy, strengthened accountability, and driven commercial performance within a structured retail environment.
- The successful candidate will work closely with executive management to establish operational excellence across all branches while ensuring consistent execution, profitability, exceptional customer experience, and strong internal controls.
- If you have previously led operations for electronics retailers, technology retail chains, appliance distributors, or similar multi-branch retail businesses, we'd like to hear from you.
Key Responsibilities
Retail Operations Leadership:
- Lead the day-to-day operations of multiple retail branches across different locations.
- Develop, implement, and continuously improve Standard Operating Procedures (SOPs) to ensure consistency across all branches.
- Create operational systems that improve efficiency, accountability, customer experience, and branch profitability.
- Standardize workflows, reporting structures, operational controls, and branch execution.
- Ensure every branch consistently meets company operational standards.
- Conduct routine operational audits and branch inspections.
- Drive operational excellence across all retail locations.
Multi-Branch Performance Management:
- Monitor daily, weekly, and monthly branch performance.
- Review branch sales performance, conversion rates, customer traffic, inventory movement, and operational KPIs.
- Develop recovery plans for underperforming branches.
- Coach and hold Branch Managers accountable for operational execution.
- Implement performance improvement initiatives across all branches.
Inventory Control & Retail Stock Management:
- Lead inventory control across all retail outlets.
- Establish systems that minimize stock losses, stock variances, and shrinkage.
- Ensure accurate inventory reconciliation between warehouses and retail branches.
- Monitor slow-moving, fast-moving, obsolete, and aging inventory.
- Develop stock movement controls across branches.
- Collaborate with Procurement and Logistics to optimize inventory availability.
- Implement inventory best practices suitable for high-value consumer electronics.
- Ensure compliance with stock handling procedures for televisions, home appliances, mobile devices, accessories, and other electronics.
Retail Process Improvement:
- Identify operational bottlenecks and redesign processes to improve efficiency.
- Develop scalable systems that support business expansion.
- Introduce operational controls that improve productivity.
- Recommend technology solutions that improve branch operations.
- Drive continuous process improvement across the business.
Customer Experience & After-Sales Operations:
- Ensure consistent delivery of exceptional customer experience across every branch.
- Strengthen after-sales support systems.
- Improve warranty management processes.
- Monitor customer complaints and ensure timely resolution.
- Develop customer feedback systems that drive service improvements.
People Leadership:
- Lead, coach, mentor, and develop Branch Managers and Operations Supervisors.
- Drive a culture of accountability, discipline, ownership, and operational excellence.
- Conduct regular branch performance reviews.
- Identify capability gaps and recommend staff development initiatives.
- Support succession planning across branch operations.
Compliance & Operational Governance:
- Ensure all branches comply with company policies and SOPs.
- Implement internal operational controls.
- Maintain compliance with health, safety, and regulatory requirements.
- Conduct routine operational compliance audits.
- Reduce operational risks through effective controls.
Business Performance & Reporting:
- Analyze branch performance using operational and commercial data.
- Prepare executive-level reports with actionable recommendations.
- Support management with strategic decisions using operational insights.
- Monitor operational expenses and identify cost-saving opportunities.
- Drive profitability improvements through operational efficiency.
Who We're Looking For:
- This position is designed for a senior retail operations professional with extensive experience in structured multi-branch retail businesses.
- The ideal candidate has successfully transformed retail operations, implemented systems, improved inventory accuracy, increased branch accountability, and managed geographically dispersed teams.
Key Performance Indicators (KPIs)
- Operational consistency across all branches
- Inventory accuracy and reduction in stock variances
- Reduction in stock losses and shrinkage
- Branch audit and compliance scores
- Sales growth driven by operational efficiency
- Branch profitability
- Customer satisfaction and complaint resolution
- Warranty turnaround time
- Timely and accurate operational reporting
- Successful implementation of SOPs and operational improvement initiatives.
Minimum Requirements
Education:
- Bachelor's Degree or HND in Business Administration, Operations Management, Supply Chain Management, Logistics, or a related discipline.
- Professional certifications in Operations, Supply Chain, Project Management, Lean Six Sigma, or Retail Management will be an added advantage.
Experience
Candidates must have:
- 5 - 8 years' progressive experience in Retail Operations, Regional Operations, Area Management, or Multi-Branch Operations.
- At least 3 years managing multiple retail branches simultaneously.
- Proven experience within consumer electronics, home appliances, mobile phones, ICT products, gadgets, or technology retail.
- Demonstrated experience implementing operational systems, SOPs, and internal controls.
- Strong inventory management experience involving high-value retail products.
- Experience managing warehouse-to-branch stock movement.
- Experience leading Branch Managers across multiple locations.
- Strong understanding of retail KPIs and commercial performance management.
Preferred Industry Background
Candidates with experience in the following industries will be given strong preference:
- Consumer Electronics Retail
- Home Appliances Retail
- Mobile Phone Retail
- Technology Retail Chains
- ICT Distribution
- Electronics Distribution
- Consumer Durable Retail
- Experience in well-structured electronics retail chains such as Slot Systems, SIMS Digital Centre, Fouani Nigeria, Pointek, 3C HUB, Raya Shop, Finet, Konga Retail, Jumia Retail Operations, or similar organizations will be highly advantageous.
Required Competencies:
- Multi-Branch Retail Operations
- Retail Process Improvement
- SOP Development & Implementation
- Inventory Control
- Retail Audit & Compliance
- Branch Performance Management
- Warehouse Operations
- Supply Chain Coordination
- Customer Experience Management
- After-Sales Operations
- Commercial Acumen
- Data Analysis
- Leadership & Coaching
- Change Management
- Conflict Resolution
- Financial Awareness
- Advanced Microsoft Excel
- Experience using ERP or Retail Management Systems (SAP Business One, Odoo, Microsoft Dynamics, Oracle NetSuite, Zoho Inventory, Retail Pro, or similar).
What Will Make You Stand Out
You will stand out if you have successfully:
- Built operational structures from the ground up.
- Standardized operations across multiple branches.
- Improved inventory accuracy within an electronics retail business.
- Reduced stock losses through effective operational controls.
- Implemented ERP or retail management systems.
- Improved branch profitability through operational excellence.
- Supported business expansion by creating scalable operational systems.
- Led and developed high-performing teams across multiple locations.
Benefits
- Competitive salary (N300,000 – N400,000).
- Performance-based incentives.
- Career growth and leadership development opportunities.
- Opportunity to shape and improve operations across a growing multi-branch retail business.
- Collaborative, performance-driven work environment.
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Job Summary
- We are seeking an experienced Customer Experience & After-Sales Supervisor to lead and standardize customer service operations across multiple retail branches within a fast-growing consumer electronics business.
- This role is designed for a professional who understands that excellent customer service extends beyond responding to complaints—it involves building systems, developing people, improving after-sales support, strengthening customer trust, and ensuring a consistent customer experience across every branch.
- The ideal candidate will have hands-on experience managing customer service within a structured consumer electronics, home appliances, mobile devices, ICT, or technology retail business and possess a strong understanding of warranty administration, product support, service recovery, and customer retention.
- Candidates without relevant electronics retail customer service experience will not be considered.
Key Responsibilities
Customer Experience Leadership:
- Lead customer service operations across all retail branches.
- Develop and implement customer service SOPs, service standards, and escalation procedures.
- Standardize customer experience across all locations.
- Ensure every customer interaction reflects professionalism, responsiveness, and brand excellence.
- Drive a customer-first culture across the organization.
Complaint Resolution & Service Recovery:
- Manage complex customer complaints and escalations relating to electronics, home appliances, deliveries, warranties, installations, and after-sales support.
- Develop structured complaint resolution processes that improve turnaround times and customer satisfaction.
- Liaise with manufacturers, distributors, logistics partners, and authorized service centres to resolve customer issues efficiently.
- Ensure customers receive proactive updates until cases are fully resolved.
- Monitor service recovery efforts and identify opportunities for continuous improvement.
After-Sales & Warranty Management:
- Supervise warranty registration, claims processing, repairs, replacements, and returns.
- Ensure compliance with manufacturer warranty policies and internal procedures.
- Monitor turnaround times for repairs and warranty claims.
- Improve after-sales processes to increase customer satisfaction and loyalty.
- Work closely with branch teams to ensure seamless after-sales support.
Multi-Branch Customer Service Oversight:
- Provide operational support and supervision to customer service teams across multiple branches.
- Conduct regular customer service audits and branch visits.
- Ensure consistent implementation of customer service standards across all locations.
- Monitor branch compliance with customer service policies and procedures.
- Identify recurring service issues and implement corrective action plans.
Team Leadership & Development:
- Lead, mentor, and coach Customer Service Officers across all branches.
- Conduct regular performance reviews and coaching sessions.
- Train teams on customer communication, conflict resolution, product knowledge, and service excellence.
- Develop customer service training materials and onboarding processes.
- Foster accountability, professionalism, and continuous learning within the team.
Customer Insights & Experience Improvement:
- Analyze customer feedback, complaint trends, online reviews, and service data.
- Identify root causes of recurring customer issues.
- Recommend process improvements that enhance the overall customer journey.
- Collaborate with Operations, Sales, Logistics, and Inventory teams to improve the end-to-end customer experience.
- Drive initiatives that improve customer loyalty, retention, and brand reputation.
Reporting & Performance Management:
- Develop customer service dashboards and performance reports.
- Monitor key service metrics across all branches.
- Present actionable insights and recommendations to management.
- Track customer satisfaction, complaint resolution timelines, warranty turnaround times, and branch service performance.
- Maintain accurate documentation of all customer interactions and escalated cases.
Key Performance Indicators (KPIs)
Performance will be measured by:
- Customer Satisfaction Score (CSAT)
- Net Promoter Score (NPS)
- First Contact Resolution Rate
- Complaint Resolution Turnaround Time
- Warranty Claim Turnaround Time
- Number of Escalated Cases
- Customer Retention Rate
- Branch Customer Service Compliance Scores
- Online Customer Ratings and Reviews
- Quality Assurance Audit Scores
- Customer Follow-Up Compliance
- Customer Service Team Productivity.
Minimum Requirements
Education:
- Bachelor's Degree or HND in Business Administration, Marketing, Customer Relationship Management, Mass Communication, or a related discipline.
- Professional certifications in Customer Experience (CX), Customer Service, CRM, or Project Management will be an added advantage.
Experience
Candidates must have:
- Minimum of 4–6 years' experience in Customer Service, Customer Experience, or After-Sales Operations within a consumer electronics, home appliances, mobile phones, ICT products, or technology retail business.
- At least 2 years in a supervisory or team leadership role.
- Demonstrated experience managing warranty claims, repairs, returns, and customer escalations.
- Experience supporting multiple retail branches or a structured retail operation.
- Strong understanding of after-sales service processes for high-value consumer products.
- Experience working with ERP, CRM, or retail management systems is highly desirable.
Preferred Industry Background
Candidates with experience in the following industries will be given strong preference:
- Consumer Electronics Retail
- Home Appliances Retail
- Mobile Phone Retail
- Technology Retail Chains
- ICT Distribution
- Electronics Distribution
- Experience with organizations such as Slot Systems, SIMS Digital Centre, Fouani Nigeria, Pointek, 3C HUB, Raya Shop, Finet, Konga Retail, Jumia Retail Operations, or similar structured electronics retailers will be highly advantageous.
Required Competencies:
- Customer Experience Management
- After-Sales Operations
- Warranty Administration
- Complaint Resolution
- Service Recovery
- Customer Retention
- Customer Journey Improvement
- Customer Communication
- Multi-Branch Team Supervision
- SOP Development & Implementation
- CRM Management
- Conflict Resolution
- Performance Coaching
- Data Analysis & Reporting
- Microsoft Excel & Reporting
- ERP/CRM Systems (Zoho CRM, Salesforce, Odoo, SAP Business One, Microsoft Dynamics, or similar)
What We're Looking For
- The ideal candidate has successfully built or improved customer service systems within a structured electronics retail environment.
You should have a track record of:
- Standardizing customer service processes across multiple branches.
- Improving customer satisfaction and retention.
- Managing warranty and after-sales operations efficiently.
- Coaching customer service teams to deliver consistent service excellence.
- Collaborating with Operations, Sales, and Logistics to resolve customer issues.
- Using customer feedback and performance data to drive continuous improvement.
Benefits
- Performance-based incentives.
- Opportunity to lead customer experience across a growing multi-branch electronics retail business.
- Professional development and leadership opportunities.
- Collaborative, performance-driven work environment.
Interested and qualified candidates should send their CV to: hr@prestigiousconsultinggroup.ng using "Operations Manager – Multi-Branch Electronics Retail" as the subject of the mail.
Note: Only shortlisted candidates will be contacted.
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