Academic Qualification

Bachelor’s degree in Business Administration, Social Sciences, or any other relevant field.

Experience Required

• At least 3 years’ experience in a service-driven environment.
  
• At least 2 years’ experience managing branches/stores and supervising staff.
  
• Good knowledge of sales and retail industry trends, retail best practices, and service principles.
  

• Drive service quality standards within the assigned cluster in line with Customer Experience (CEX) expectations.
  
• Support and drive business initiatives across all touch points in the cluster.
  
• Ensure stock availability and effective stock control within assigned locations.
  
• Improve customer experience levels across all assigned touch points.
  
• Conduct periodic spot checks on staff presence, stock levels, and tools of trade.
  
• Coach and develop teams in the assigned touch points.
  
• Gather market intelligence affecting service delivery.
  
• Supervise daily activities across the cluster.
  
• Monitor and ensure agreed waiting and transaction times are achieved.
  
• Assist cluster branches in resolving operational issues.
  
• Support the SCOM in the implementation of PPPs.
  
• Prepare weekly, monthly, and quarterly reports.
  
• Manage manpower resources within the cluster in coordination with the SCOM.