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

Click here to apply