Airtel Nigeria Recruitment for Area Sales Manager, Retail

Job Purpose

• To develop and implement the retail strategy in the zonal/area showrooms to achieve predefined return on investment through excellent product sales drive, service delivery, issue resolution and operations management.

Duties and Responsibilities

• Financial performance of showrooms, AES & franchise locations within the zone -
• Drive showroom shop team to maximize sales opportunities and ensure that all targets are achieved within region franchise/ retail touch points
• Effectively cascade and monitor zonal/area month-on-month sales targets across these touch points
• Ensuring sales of devices and ERC achieving target on all product categories
• Optimize operating costs and driving revenue growth to ensure Positive P&L result in all Retail shops, AES & Franchise
• Drive the Up-selling of Airtel products and services in retail showroom & AES within zones
• Effectively drive and manage target driven initiatives and projects in franchise and retail outlets in region

Customer experience/satisfaction & process adherence across zonal showrooms, AES & franchise -

• Responsible for workflow assessment in the shops, ensuring ALL customers receive internationally benchmarked(world-class) customer service
• Ensure target response objectives
• Drive CSAT across zonal touch-points in line with agreed target
• Ensure these outlets have the required work tools/accesses
• Ensure that all touch points comply with set standards and meet SLA’s

Team performance management & engagement -

• Ensure target achievement for JKQ & GUEST score for zone
• Oversee the implementation of learning initiatives to ensure that client facing staff are able to complete the sale
• Ensure the achievement of projects, people and process to achieve set targets within the constraints of the budget
• Support showroom employee engagement and retention initiatives
• Implementing and tracking employee rewards scheme/over-time
• Analyze the skills level of the supervisors, and provide a platform for continuous skill development for the entire team
• Relationship management: build a strong relationship between team members

Operational management of showrooms & uniformity of standard look and feel across all touch points -

• Responsible for the seamless operations of Airtel showrooms, AES and franchise within the zones
• Ensure stock and cash reconciliation of all shops and touch points within zone
• Responsible for closing / mitigating audit Issues
• Responsible for evolving cost efficient operations by creating and enforcing control measures and reviewing operating processes
• Drive consistency in ‘look and feel’ at all Airtel owned and franchise showrooms
• Drive optimality at these touch points by ensuring necessary materials for customer education and TOMA

Dimension (Metrics):

• Retail expansion
• Customer Satisfaction Score
• Device sales
• Gross Adds
• Retail look and feel & floor management
• Profitability
• Productivity

Skills and Knowledge

• A first degree or equivalent in a relevant discipline.
• 6-8 years with a minimum of 2 years in management role preferably within Retail, FMCG, Banking or Telecoms industry
• Sales Experience
• Service Experience
• Project Management

Result Orientation:

• Customer Centricity
• Critical/Analytical Thinking
• Team Player, Independent, Confident and Objective Individual
• Attention to detail
• Excellent oral and written communication skills
• Good presentation skills
• Ready to achieve beyond set target
• Committed to the common goals and values of the organization