Retail Experience Manager

Why Airtel Africa?At Airtel Africa, we act with passion, energy, and a can-do attitude. Innovation with an entrepreneurial spirit drive us. If you like “ordinary”, then we are not for you. We champion diversity. We anticipate, adapt, and deliver solutions that enrich the lives of communities we serve. we roll up our sleeves to win with our customers. By choosing Airtel, you choose to be part of a winning team. All this in addition to a brilliant opportunity to build a career in your field of expertise, across our different operating companies in Africa.

Airtel Africa is proud to be an equal opportunity employer and remain fully committed to diversity and inclusion in the workplace. Job PurposeThe Retail Experience Manager will lead the operational management of 540+ Company-Owned, Company-Operated (COCO) retail stores across Africa. The role holders’ mission is to drive profitability, customer satisfaction, and brand excellence while ensuring compliance and process innovation. Key ResponsibilitiesRetail Performance & ProfitabilityDrive P&L for 540+ stores, ensuring profitability through cost optimization and revenue growth. Monitor sales KPIs (footfall, conversion rates) and implement corrective actions. Collaborate with Merchandising teams to optimize product mix per country.

Customer Experience (CX) ExcellenceDrive superior in-store CX through staff training, service standards, and feedback loops. Implement defined CX initiatives and track high-performing stores. Process Simplification & AutomationMap end-to-end retail processes (inventory, staffing, replenishment) and eliminate inefficiencies. Deploy automation tools (QMS, CRM, Kiosk) and integrated POS systems. Brand ExperienceRoll out standardized, modern store designs to amplify Airtel’s brand identity. Ensure consistent visual merchandising and product displaysCompliance & Risk MitigationEnsure adherence to local labor, tax, and retail regulations across 14 countries. Implement anti-fraud controls (cash management, inventory audits) and crisis management plans. Ensure compliance training is refreshed regularly for all teams.

QUALIFYING CRITERIAEducation Bachelor’s degree in business/Retail Management; MBA preferred. Experience 7-10 years’ work experience in retail management, including P&L ownership of stores. Competencies & Desired BehaviorAble to handle, prioritize, multiple projects simultaneouslyHands on approach able to operate in a performance driven organizationProven success in process optimization and cost reduction. Expertise in retail automation, CX strategy, and compliance frameworks. Proficiency in retail analytics tools (e. g. , Power BI, Tableau). Proficiency with Microsoft Office Excel & PowerPointLanguages: Fluent in English, French proficiency is a strong advantage Passionate and driven Flexible and adaptable