Senior Retail Shop Manager – Accra North

Job Description

o lead, motivate, coach, and develop Retail Shop Managers to deliver an exceptional customer experience and exceed retail shop targets. Responsible for ensuring efficient running of all assigned Vodafone Shops and Retail partners. Deliver Retail Shop targets by leading Operations, Planning, leadership & execution through Shop Managers, and Coordinating with the various assigned Shops in delivering consistent and exceptional Customer Experience and Digital Solutions. Responsible for assigned Shops Sales (CBU & EBU), Digital and Customer Experience Targets. Lead for Vodafone Ghana in terms of best practice sharing across all Opco’s and implementing practises that would support

Key Responsibilities
 Supervision of assigned Retail Shop Managers
§ Motivating, Coaching, Developing and Supporting the Retail Shop Managers
§ Training on new services and refresher training of relevant and required topics
§ Accountable for ensuring the Shops act within the guidelines of the Business Code of Conduct
§ Conduct performance reviews
§ Go-to for escalations and escalate any unusual /extreme customer situations immediately to line manager to avoid bad customer experiences that might tarnish the image of the company.
§ Keep up to date and share market leading insights
§ Set objectives and targets for assigned Shop Managers and align to overall Vodafone Ghana strategy.
§ Analyse trends and highlight areas within the Shops that may be developed further and manage improvements.
§ Manage and implement the operational planning for the Shops development, function and ensure alignment of all activities undertaken in the unit to the strategy.
§ Drive best practice and strive for continuous improvement and innovation with process and procedures in shops.
§ Consistent Customer Experience across all Retail touch points & works with Head of Retail & Partner Support to achieve this through CXX KPI’s, Governance
§ Provide input into the development of the branded shop channel, identifying new products, services or solutions and liaising with relevant areas for its development and implementation
§ Manage escalation processes and procedures between Vodafone Ghana shops and other key operational business units.
§ Always act with good conduct, ensuring our customers are given correct and relevant information ensuring their needs are met and allowing them to make an informed decision
§ Job specific deliverables in line with key accountabilities and decision ownership
§ Fixing and take ownership of actions through to resolution
§ Ensure compliance of the Shop and key metrics.
§ Always act with good conduct, ensuring our customers are given correct and relevant information ensuring their needs are met and allowing them to make an informed decision
 Maintain discipline and order among Shop Managers so as behave respectfully to their team and customers, themselves as well as per company policy requirements. Core competencies, knowledge, and experience [max 5]:
§ Recruitment, performance management and coaching of the existing and new members of the team to deliver excellent customer service and meet targets
§ Feedback to management on how to improve customer experience
§ Understand Vodafone and competitors’ products and services
§ Conform to company policy and guidelines for running the Shop
§ Exceptional people management skills & stakeholder management skills
§ Excellent Customer Service & Demonstrate Customer Empathy
§ Experience in understanding data sources and using information to execute and plan for commercial performance
§ Exceptional communication, presentation, influencing skills and stakeholder management, up to Director level
§ Driver of Change within organisations

Technical and Professional Qualification
 Bachelors degree in Business, Engineering or Marketing or Sales with 8 years of significant experience in Sales and Retail Management
 At least 10 to 15 years solid experience operating in a result focused commercial organization, with at least 8 years solid experience in a leadership role for a large division or organization

Not a perfect fit?
Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.