Head-Retail

Job DescriptionWhy Airtel Malawi Plc?At Airtel Malawi Plc, 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 Malawi Plc is proud to be an equal opportunity employer and remain fully committed to diversity and inclusion in the workplace.ResponsibilitiesJOB PURPOSEThe company owned stores aim to win customers for life through exceptional experience. Reporting to the Director, Customer Experience, the role holder will serve as the ultimate operational owner of the Company Owned Company Operated (COCO) stores, ensuring flawless execution of the retail strategy and delivering best-in-class customer experiences that drive market share and profitability.Key Responsibilities End-to-End Retail Operations & P&L Ownership Full P&L Accountability: Own the financial performance for all stores, including revenue, and operational expenditures. Inventory Management: Directly oversee end-to-end inventory flow, from warehouse to point-of-sale, ensuring optimal stock levels and minimizing shrinkage to Asset & Facility Management: Ensure all retail locations are maintained to brand standards, fully operational, and compliant with health/safety regulations. Process Standardization: Implement, and audit standardized operating procedures (SOPs) for daily store operations, cash management, and reporting. Commercial Execution & Sales Governance Sales Target Deployment: Translate OpCo targets into individual store and staff goals, implementing daily performance tracking and intervention protocols. In-store Merchandising & Promotions: Own the execution of all national and local marketing campaigns, ensuring perfect store-level implementation of planograms and promotional setups. Pricing & Proposition Execution: Ensure 100% accurate and timely rollout of new tariffs, devices, and Airtel Money offerings across the network. Customer Experience & Service Delivery Service Level Ownership: Guarantee consistent, high-quality customer service across all touchpoints, taking direct responsibility for resolving critical customer escalations. Customer Journey Optimization: Continuously audit and refine the in-store customer journey, from queue management to transaction completion. NPS & Quality Assurance: Personally lead the NPS improvement program, conducting regular store walk-throughs and implementing corrective action plans based on customer feedback. Team Leadership & Performance Management Performance Management: Directly manage and coach Store Managers, conducting weekly performance reviews and implementing development plans. Training & Onboarding: Own the training curriculum and certification process for all retail staff, ensuring operational readiness for new hires. Succession Planning: Build a robust talent pipeline to ensure operational continuity and internal growth opportunitiesQualificationsSKILLS & KNOWLEDGE REQUIRED7-10 years in a senior retail operations role with multi-site P&L responsibility (telecom, FMCG, or banking). Critical: Proven expertise in inventory management, data analysis, problem solving, and large-scale team leadership.EducationBachelor’s degree in Business Administration or a related field; MBA is a plus.Other DimensionsNo. of Stores : 73No. of Direct Reports: 5No. of Indirect Reports: 199