Introduction: AT, a leading organization in the telecommunications industry, is seeking a highly motivated and qualified individual to join their Customer Experience department as a Retail Manager for the Ashanti, Brong-Ahafo, and Northern Regions. The successful candidate will be responsible for managing franchise and owned shops, ensuring process adherence, and delivering exceptional customer experience. If you have a passion for retail management and meet the qualifications, this is an excellent opportunity to contribute to the success of AT.

Key Responsibilities: As a Retail Manager, your key responsibilities will include:

1. Uniformity in Retail Guidelines: Working closely with the Head of Regional Retail Operations at HQ to ensure uniformity of AT Retail Customer Experience (CEX) guidelines.

People Management:

2. Performance Management: Taking charge of performance management for employees in owned and franchise shops.
3. Coaching and Training: Providing coaching, recommending, and supervising training for team members to enhance their skills.
4. Process Adherence: Enforcing and tracking process adherence for all customer service employees, including those in franchise shops.

Process and Customer Experience:

5. Customer Experience Management: Managing customer experience deliverables through regional support structures, processes, service levels, and compliance.
6. Acquisitions and Activation: Supervising acquisitions and ensuring compliance on activations.
7. Product Availability: Managing and ensuring the availability of products and devices in all outlets.
8. Retail Profitability: Taking responsibility for driving enhanced customer experience and ensuring retail profitability in the Ashanti, Brong-Ahafo, and Northern Regions.

Customers:

9. Query Resolution: Ensuring timely resolution of all customer queries and complaints as per service level agreements (SLAs).
10. Customer Engagement: Driving customer engagement across the retail footprint.
11. Customer Experience Metrics: Being accountable for T-NPS (Transaction Net Promoter Score) and CES (Customer Effort Score) across all touchpoints, including franchise shops.

Franchising:

12. Franchise Shop Standardization: Defining and adhering to selection criteria for franchise shop rollouts to ensure standardization.
13. Effective Franchise Management: Managing franchisees in accordance with franchise guidelines.

Qualifications and Experience: To be eligible for the role of Retail Manager, you must meet the following qualifications and experience:

1. Bachelor’s Degree: Possess a bachelor’s degree from a recognized institution.
2. MBA Advantage: An MBA from a recognized institution will be considered an added advantage.
3. Retail Management Experience: Have 4-5 years of experience in retail management, including 2-3 years in a similar role.

Core Competencies: The successful candidate should possess the following core competencies:

1. Retail Operations Management: Excellent knowledge and expertise in retail operations management.
2. People Management: Strong skills in managing and leading teams effectively.
3. Planning and Organization: Excellent planning and organizational skills to drive retail performance.
4. Interpersonal Skills: Outstanding interpersonal skills to build and maintain relationships with various stakeholders.
5. Communication Skills: Effective communication skills, both orally and in writing, to convey ideas and strategies clearly.
6. Coaching: Strong coaching skills to develop and empower team members.
7. Culture Sensitivity: Demonstrated sensitivity to different cultures to navigate diverse environments.

Key KPIs: As the Retail Manager, your key performance indicators (KPIs) will include:

1. Shop Profitability: Ensuring the profitability of owned and franchise shops.
2. T-NPS and CES: Achieving high scores in Transaction Net Promoter Score (T-NPS) and Customer Effort Score (CES).
3. Quality Assurance and Compliance: Ensuring compliance with quality standards and AT’s internal control practices.
4. MFS, Data, and Gross Adds Acquisition: Contributing to the acquisition of Mobile Financial Services, data, and gross adds.
5. Franchise Shop Rollout: Managing the rollout of franchise shops according to standardization criteria.

How to Apply: If you are interested and meet the qualifications for the role of Retail Manager, submit your application and Curriculum Vitae to Recruitment@at.com.gh. Please indicate the role you are applying for in the email subject.

Closing Date: The closing date for applications is July 30, 2023. Ensure to apply before this deadline to be considered for the Retail Manager position at AT in Ashanti, Brong-Ahafo, and Northern Regions.

Conclusion: Join AT as a Retail Manager and make a significant impact on customer experience and retail operations. As a Retail Manager, you will be responsible for managing franchise and owned shops, driving customer engagement, and ensuring retail profitability. If you have the qualifications and experience in retail management, apply now by sending your application before July 30, 2023. Be part of the dynamic and innovative team at AT, where values like Simplicity, Transparency, and Relevance drive a rewarding and fulfilling career.