Main Job Functions:
- Drive and ensure effective implementation of Customer Experience plans/ projects in the branch
- Drive and effectively run daily debrief sessions
- Ensure target achievement of all sales teams & NPS in the branch / store
- Efficiently manage assigned store / branch and ensure complaints, problems and requests are resolved per agreed timelines
- Prepare weekly stock monitoring sheets
- Prepare weekly reports (CLF, Inventory, Sales, Performance Management)
- Drive and support all companywide business initiatives in the assigned branch / store
- Plan workloads and rota for the team
- Ensure prompt settlement of branch bills by MTN where applicable
- Coach to ensure right behaviours are lived for Closed Loop Feedback
- Perform relevant duties that may be assigned by the SCOM / Regional Manager
- Liaise with other stakeholders to achieve business objectives
- Management of frontline staff & Third-Party agents in the branch
- Manage wait time and transactional time in the branch per service level agreement
- To manage relationships and nurture synergies with the supporting business units
- Manage the Connect Store and ensure alignment to High Value Customer strategies or alignment to High Value Customer corridors.
- Implement appropriate strategies to manage risk within the Company risk appetite parameters.
Education:
Bachelor’s degree in Business Administration, Social Sciences or any other relevant field.
Experience:
- At least 4 years’ experience in a service environment
- Good knowledge of sales and retail Industry trends, best practice retail and service principles.
Training:
- Sales and Customer Service.
- Introductory Project Management
- Report Writing.
Skills/Physical Competencies:
- Customer Care Principles & Techniques
- Computer Skills
- Stress Management
- Problem Solving, Flexibility
- Communication Skills
- Coordinating Techniques
- Interpersonal skills
