Retail Experience Manager Job Airtel
JOB PURPOSE
The Retail Experience Manager will lead the operational management of 540+ Company-Owned, Company-Operated (COCO) retail stores across Africa. The role holders’ mission is to drive profitability, customer satisfaction, and brand excellence while ensuring compliance and process innovation.
KEY RESPONSIBILITIES
Retail Performance & Profitability
- Drive P&L for 540+ stores, ensuring profitability through cost optimization and revenue growth.
- Monitor sales KPIs (footfall, conversion rates) and implement corrective actions.
- Collaborate with Merchandising teams to optimize product mix per country.
Customer Experience (CX) Excellence
- Drive superior in-store CX through staff training, service standards, and feedback loops.
- Implement defined CX initiatives and track high-performing stores.
Process Simplification & Automation
- Map end-to-end retail processes (inventory, staffing, replenishment) and eliminate inefficiencies.
- Deploy automation tools (QMS, CRM, Kiosk) and integrated POS systems.
Brand Experience
- Roll out standardized, modern store designs to amplify Airtel’s brand identity.
- Ensure consistent visual merchandising and product displays
Compliance & Risk Mitigation
- Ensure adherence to local labor, tax, and retail regulations across 14 countries.
- Implement anti-fraud controls (cash management, inventory audits) and crisis management plans.
- Ensure compliance training is refreshed regularly for all teams.
Qualifications
Education
- Bachelor’s degree in business/Retail Management; MBA preferred.
Experience
- 7-10 years’ work experience in retail management, including P&L ownership of stores.
Competencies & Desired Behavior
- Able to handle, prioritize, multiple projects simultaneously
- Hands on approach able to operate in a performance driven organization
- Proven success in process optimization and cost reduction.
- Expertise in retail automation, CX strategy, and compliance frameworks.
- Proficiency in retail analytics tools (e.g., Power BI, Tableau).
- Proficiency with Microsoft Office Excel & PowerPoint
- Languages: Fluent in English, French proficiency is a strong advantage
- Passionate and driven
- Flexible and adaptable
Responsibilities
Retail Performance & Profitability
- Drive P&L for 540+ stores, ensuring profitability through cost optimization and revenue growth.
- Monitor sales KPIs (footfall, conversion rates) and implement corrective actions.
- Collaborate with Merchandising teams to optimize product mix per country.
Customer Experience (CX) Excellence
- Drive superior in-store CX through staff training, service standards, and feedback loops.
- Implement defined CX initiatives and track high-performing stores.
Process Simplification & Automation
- Map end-to-end retail processes (inventory, staffing, replenishment) and eliminate inefficiencies.
- Deploy automation tools (QMS, CRM, Kiosk) and integrated POS systems.
Brand Experience
- Roll out standardized, modern store designs to amplify Airtel’s brand identity.
- Ensure consistent visual merchandising and product displays
Compliance & Risk Mitigation
- Ensure adherence to local labor, tax, and retail regulations across 14 countries.
- Implement anti-fraud controls (cash management, inventory audits) and crisis management plans.
- Ensure compliance training is refreshed regularly for all teams.
How to Apply
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