Retail Experience Manager

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. 

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.