National Retail Manager

Role Purpose The National Retail Manager leads the formulation and execution of the Retail strategy and initiatives to bring Retail an exciting new future. The role is 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 various Retail National Divisions (Owned, Franchise, Distributor and Telecel Community Shops etc.) in delivering consistent and exceptional Customer Experience and Digital Solutions. Drive efficiency of Telecel stores and channels through implementation of Community Shop Channel Development of retail strategy & execution. Key Responsibilities • Manage and implement the operational planning for the shops development function and ensure alignment of all activities undertaken in the unit to the strategy. • Define objectives and targets for the franchise, community & flagship shops channel and align to overall Telecel Ghana strategy • Drive action and channel plans to ensure fulfillment 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 • Drive consistent customer experience across all retail touch points through CXX KPI’s and governance. • Lead digital retail experience in our footprint & through our people & systems. • Oversee sales order process, commission, incentive & operating standard model for the franchise partners & outsourced partners. • 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. • Responsible for achieving retail sales targets in innovative cost-effective ways. • Driving digital penetration at every touchpoint; community shops, retail and franchise shops. • Ensures all retail shops – Telecel and partner owned - delivers commercial KPIs • Inspiring leadership to elevate the skill and attitude of their people to drive customer-focused people, partners and vendors. • Oversee escalation processes and procedures between Telecel Ghana shops and other key operational business units. 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. • Oversee Telecel Ghana’s financial risk exposure regarding all commercial agreements • Ensure effective execution of sales campaigns & promotion implemented in all Telecel Ghana shops. (reporting weekly, monthly & quarterly sales trends). • Working with Enterprise Business Unit to create an EBU experience for these key customers. • Research and gather information relating to channel development and sustainability, providing insight into fast moving products and consumer trends. Provide regular feedback on competitive threats to Telecel Ghana business. • 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. Who we are looking for (Qualifications, Competencies – Skills & Behaviours ) Required • Bachelor’s degree in Business/ Marketing/ 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. • 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. Nice to have • Master's degree in Business/ Marketing/ Sales or any related field • Digitally & AI oriented to support Retail team with Digital/AI solutions for effective Customer engagement and management • A good working knowledge of all the Regions in Ghana • Ability to undertake business and social networking through sports eg. playing golf.