Retail Operations Lead

Airtel Nigeria (Airtel Networks Limited) is a leading telecommunications services provider in Nigeria headquartered in Lagos, the commercial nerve-centre of Nigeria. The telco ranks amongst the top four mobile service providers in terms of subscribers with a customer base of more than 39.8 million. The company’s product offerings include 2G, 3G and 4G wireless services, mobile commerce and enterprise services.

About the Role:

• The Retail Operations Lead is responsible for driving operational excellence across Airtel Nigeria’s retail footprint.
• This role ensures consistent execution of retail strategies, enhances customer experience, optimizes store performance, and leads frontline teams to achieve business targets.
• The ideal candidate will combine strong leadership, analytical thinking, and a deep understanding of retail and telecom operations.

Responsibilities

Retail Operations Management:

• Oversee daily operations across all retail stores and touchpoints.
• Ensure compliance with company policies, brand standards, and operational procedures.
• Drive consistency in service delivery and store performance nationwide.

Sales & Performance Management:

• Develop and implement strategies to achieve sales targets and KPIs.
• Monitor store-level performance metrics and take corrective actions where necessary.
• Optimize product availability, merchandising, and in-store promotions.

Customer Experience Excellence:

• Champion a customer-first culture across all retail locations.
• Ensure high service standards and quick resolution of customer issues.
• Use customer feedback and insights to improve retail experience.

Team Leadership & Development:

• Lead, coach, and mentor regional and store-level teams.
• Drive employee engagement, productivity, and accountability.
• Identify training needs and support capability development initiatives.

Process Improvement & Innovation:

• Identify operational gaps and implement process improvements.
• Leverage technology and data analytics to enhance efficiency.
• Support rollout of new products, services, and retail initiatives.

Stakeholder Management:

• Collaborate with sales, marketing, supply chain, and customer service teams.
• Coordinate with external partners, vendors, and retail franchisees.
• Provide regular reports and insights to senior management.

Qualifications

• Bachelor’s degree in Business Administration, Marketing, or related field (MBA is an advantage).
• Minimum of 10 years of experience in retail operations, preferably within telecom or FMCG sectors.
• Proven track record of managing multi-location retail operations.
• Strong leadership and team management skills.
• Ensure retail sales growth and meet revenue targets
• Manager store productivity and conversion rates
• Increase customer satisfaction (CSAT/NPS) scores
• Ensure operational compliance and audit scores
• Manager employee engagement and retention.

How to Apply

Interested and qualified candidates should click here to apply online

Note: Airtel Africa is proud to be an equal opportunity employer and remain fully committed to diversity and inclusion in the workplace.