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1 week ago

Job Summary

The National Retail Manager leads the formulation and execution of the Retail Strategy and Initiatives to bring Retail an exciting new future. Responsible for the Customer Experience and the efficient running of all Telecel Stores and Retail partners. Through Operations, Planning, Leadership & execution through people, and Coordinating with the var

  • Minimum Qualification: Degree
  • Experience Level: Senior level
  • Experience Length: 10 years

Job Description/Requirements


Strategy and Operational Planning:

Responsible for Transformational Strategy & Retail roadmap 

  • Manage and implement the operational planning for the shop development function and ensure alignment of all activities undertaken in the unit to the strategy.
  • Set objectives and targets for the Franchise, Community & Flagship Shops channel and align to overall Telecel Ghana strategy.
  • Analyse trends and highlight areas of the business that may be developed further and manage improvements.
  • Drive best practice and strive for continuous improvement and innovation at the process and procedure level within franchise & flagship channels.
  • Implement and fine-tune methods, processes and systems to enhance effectiveness and meet organizational goals.
  • Implement action and channel plans to ensure fulfilment of the area and channel objectives, liaising with relevant areas when necessary to ensure delivery of required solutions, customer experience and SLAs, initiating corrective actions where applicable

 CX Expectations

  • Consistent Customer Experience across all retail touch points to achieve this through CXX KPIs, Governance
  • Lead Digital Retail Experience in our footprint & through our people & Systems

Sales & Acquisition Expectations:

  • Manage sales order process, commission, incentive & operating standard model for the franchise partners & outsourced partners.
  • Maintain a thorough knowledge of commercial terms of agreements and grow commercial relationships within the franchise channel by ensuring high level of franchisee partner engagement.
  • Identify opportunities to generate additional revenues.
  • Ensure that Telecel Ghana is represented at all levels and that business’s objectives, brand, Product Set and Value Proposition is accurately represented in the channel.

 Integrated Team Support:

  • 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 Telecel Ghana shops and other key operational business units.
  • Build an in-depth understanding of customer needs and develop, fine-tune and align service and solution delivery accordingly to ensure that needs are satisfied.
  • Liaising with the different stakeholders such as CBU, Director, CFO, CTO & other business units in respect of and implementation of franchise partner and customer requirements and SLAs.


Financial Management:

  • Responsible for the Retail P&L
  • Define and motivate operational budgets required for service delivery within the channel.
  • Forecast, plan, Manage, and optimize the budget, ensuring all expenditures is in line with the agreed budgets.
  • Identify areas where money is lost and seek ways to reduce expenditure.
  • Manage Telecel Ghana’s financial risk exposure regarding all commercial agreements concluded.

Administration and Reporting:

  • Ensure effective execution of sales campaigns & promotions implemented in all Telecel Ghana shops. (Reporting weekly, monthly & quarterly sales trends).
  • Ensure that relevant Microsystems, policies and procedures are in place and effectively monitored in all Telecel Ghana shops.
  • Ensure customer needs and requirements are satisfied through appropriate systems, processes and procedures.
  • Ensure regular concise open communications with franchisees, Community Shops & outsource partners, as well as with all Telecel Ghana shop staff.
  • Conduct monthly review meetings of sales performance with franchisees, Community Shops & outsourced Partners.
  • Deliver on KPIs and adhere to the strategic imperatives of Telecel Ghana Business.
  • Distributors, Community Shops, Franchisee & outsourced partners relationship management.
  • Ensure branding & merchandise is done according to guidelines.
  • Effective communication of execution plans.
  • Financial management including claims process and submissions.
  • Exposure management & Credit limit management.

Market Intelligence/Competitor Analysis Report:

  • Provide regular feedback on competitive threats to Telecel Ghana's business.
  • Research and gather information relating to channel development and sustainability, providing insight into fast-moving products and consumer trends.
  • Generate pre & post promotions Profit & Loss reports.
  • Adopt a proactive approach and put contingency plans in place to prevent re-occurrences of queries/problems of similar nature to enhance customer experience weekly, monthly & quarterly performance reports for the channel as required.


Human Resource:

  • Evaluate and assess people's performance as per the company’s performance management policy.
  • Understand the need to train and develop staff to be able to use resources optimally and enhance performance.
  • Build and enforce a customer-centric approach.
  • Build talent by identifying and developing new leaders.
  • Build employee relations and collaborative teamwork.
  • Coach and guide subordinates.
  • Build professionalism, loyalty, and commitment to the organization.
  • Communicate actively and effectively resolving any potential conflicts that may arise.
  • Staff & business partner engagement management.

Key Performance Indicators 

  •  Meet Retail revenue target.
  • Reduce churn.
  • Contribute to Airtime Sales – with a focus on Telecel Cash
  • Contribute Telecel Cash Transaction
  • Contribute Connected Device Sales
  • Experience targets
  • Over achieving First Time Fix and Touchpoint Net Promotor Score (reduction in detractors
  • Contribute to Digital Retail KPIs on footfall reduction 

Core Competencies, Knowledge, and Experience

  • 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.
  • How to run plan and organize teams for operational excellence 
  • Exceptional communication, presentation, influencing skills, and stakeholder management, up to the Director level.
  • Driver of Change within organizations

Must have technical /professional qualifications:

  • Bachelor’s or master’s degree in business, Engineering or Marketing or Sales with 10 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.

Budget Owned:

  • Efficiency in Capex management for Shops refresh, Relocations, and New Setups
  • Efficiency in Opex management towards Operational Excellence
  • Direct Costs management for Retail, Associate Distributors and Telecel Community Shops

Direct reports:  10 & Over 300 indirect reports

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