AirtelTigo Sales / Marketing Jobs in Accra
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Summary
- The successful candidate will join as a Shop Manager in the Customer Experience department.
- (S)He will report to the Retail Manager and will manage AirtelTigo shops to ensure superior customer service as well as driving revenue growth.
- The Job holder will also supervise and coordinate the work efforts of the shop executives by ensuring professional and courteous support to customers.
Core Responsibilities
- Working closely with Retail Manager to ensure uniformity of AirtelTigo Retail CEX guidelines.
People
- Responsible for performance management of owned shop employees.
- Provide coaching, recommend and supervise training for team members.
- Enforce and track process adherence of all customer experience employees in the shop.
- Participate in all trainings and personal development exercises.
- Provide team briefing and coaching programs to enhance service delivery.
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Process
- Manage customer experience deliverables, standards, processes, service levels and compliance in the store.
- Supervise health of acquisitions and ensure compliance on activations.
- Manage and ensure availability of products/devices in the shop.
- Responsible for driving enhanced customer experience in the shop.
- Responsible for team engagement.
Customers
- Ensure that L2 and L3 tickets are handled according to defined SLAs.
- Drive customer engagement initiatives in the store.
- Ensure good ratings on T-NPS and CES
Candidate Requirement
- Strong leadership skills and have demonstrated the ability to motivate, develop talents and manage a team to achieve goals
- Must be methodical and have an appreciable level of analytics
- Must be a team player with an appreciable level of emotional intelligence
- Must be customer and consumer-focused.
- Must have a growth mindset to exceed expectations and targets
- Project management Skills and sales brilliant basics are key
- Must have integrity, responsible and high sense of accountability.
- Excellent organizational, communication, selling, listening and interpersonal skills
- Willing to live anywhere in the country
- Must possess a valid driver’s license.
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Qualification Required & Experience
- A Bachelor’s degree from a recognized institution
- 2-4 years of experience in retail operations and management.
Core Competencies
- Excellent knowledge in retail operations management
- Excellent analytical and problem-solving skills
- People management skills
- Excellent planning skills
- Excellent interpersonal skills
- Excellent and effective communication skills, both orally and in writing
- Strong coaching skills
- Culture sensitivity.
Key KPIs
- Shop profitability
- T-NPS
- CES
- MFS, Data and Gross Adds acquisition
Location: Accra
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