Job Summary

• The successful candidate will join as a Retail Manager for Ashanti, BA and Northern in the Customer Experience department.
• (S)He will report to the Head of Regional Retail Operations and will would provide management of franchise and owned shops including teams, process and customers towards achieving commercial goals and objectives within the Ashanti, Brong-Ahafo and Northern Regions.
• The Job holder will also review assignments and determine course of actions to be pursued to obtain necessary results.

Key Responsibilities

• Working closely with Head of Regional Retail Operations at HQ to ensure uniformity of AT Retail CEX guidelines.

People

• Responsible for performance management of owned and franchise shop employees.
• Provide coaching, recommend and supervise training for team members
• Enforce and track process adherence of all customer service employees in the customer experience area including franchise shops.

Process

• Manage customer experience deliverables through the regional support structure, standards, processes, service levels and compliance.
• Supervise health of acquisitions and ensure compliance on activations.
• Manage and ensure availability of products/devices in all outlets
• Responsible for driving enhanced customer experience across all touch points.
• Responsible for retail profitability in Ashanti Brong-Ahafo and Northern Regions.

Customers

• Ensuring that all customer queries/complaints are resolved as per SLAs.
• Drive customer engagement across the retail footprint.
• Responsible for T-NPS, CES across all touchpoints including franchise shops.

Franchising

• Define and adhere to the selection criteria for all franchise shops rollout to ensure standardization.
• Effective management of franchisees as per franchise guidelines.

Qualification Required & Experience

• Bachelor’s degree from a recognised institution
• MBA from a recognized institution will be an added advantage
• 4-5 years of experience in retail management including 2-3 years in a similar role.

CORE COMPETENCIES

• Excellent knowledge in retail operations management
• People management skills
• Excellent planning and organisational skills
• Excellent interpersonal skills
• Excellent and effective communication skills, both orally and in writing
• Strong coaching skills
• Culture sensitivity

Key KPIs

• Shop profitability
• T-NPS
• CES
• Quality Assurance and Compliance
• MFS, Data and Gross Adds acquisition.
• Franchise shop rollout

Location: Kumasi

How To Apply For The Job

Interested and qualified applicants should send their Applications & Curriculum Vitae to:

Recruitment@at.com.gh

Kindly indicate the role you are applying for in the email subject.

Closing Date: 30 July, 2023

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