Retail Shop Manager

About the Role

The purpose of the role is to implement and monitor the Service Delivery strategy in the assigned showroom to ensure that the customer base within this territory enjoys a remarkable 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 reports of

Sales,

Cash monitoring,

Stock management,

Petty cash disbursement, reconciliation, and retirements.

Reporting of all activities within Airtel Showroom that directly impact 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 a comprehensive report of all products and services in the Showroom.

Asset Management:

Manage all company assets in the Showroom.

Ensure systems and equipment are in working condition.

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 so as to ensure adequate and reliable data for feedback and upward selling and where necessary, promos and other company requirements for effective decision-making.

Query Resolution and SLAs (Process):

Ensure Showroom agents have the required work tools/accesses.

Ensure that all team members comply with set standards and meet SLAs.

Ensure 100% adherence to all Showroom processes and procedures by Showroom Agents.

Escalate all issues beyond the 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

Stock /Cash/POS reports

PSB reports.

Qualifications

Educational Qualifications:

First Degree in any related course.

Relevant Experience & Functional / Technical Skills:

Minimum of 4 years' work experience in a Customer Service environment.

Ability to work with minimal supervision

Good analytical, report writing, and problem-solving skills

Good understanding of business processes

Good knowledge of customer administrative systems – ECMS, Single Screen, USDM, CCUI, SV, etc.

Other Requirements:

Passion for customer satisfaction and service delivery

A strong work ethic with a 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

Committed to common goals and values of the organization.

Minimum qualifications

BA/BSc/HND

How to apply

Interested and qualified? Go to Airtel on erey.fa.em3.oraclecloud.com to apply

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