Experience Centre Manager at 9Mobile

9Mobile is a Nigerian telecommunications services provider, currently operating in Nigeria. 9Mobile is formerly known as Etisalat Nigeria.

Experience Centre Manager

Location: Oshogbo, Osun

Job Summary

  • To ensure the functionality and effective operation of the Experience Centre in the delivery of the set sales, service and customer experience objectives 

Principal Functions
Task Complexity:

  • Ensure the effective management and functionality of the environment of the Experience Centre.
  • Ensure that the features of the Experience Centre, branded fixtures, digital signage, IT infrastructure, Power generators and other support infrastructure are continually in an optimal functional state to support a pleasant ambiance for the customers. And liaise with the appropriate support department in resolving maintenance issues.
  • Ensure maintenance of look and feel of the Experience Centre with the look and feel in a continually pristine condition that presents a high quality portrayal of the 9mobile Brand, and liaise with shop rollout team to resolve all snags in fit-out elements.
  • Conduct forecasting and performance of demand planning for optimal product availability, and liaises with supply chain and logistics to ensure optimal stock level is maintained.
  • Ensure optimum service and sales levels so that each customer receives excellent sales and customer service experience and solutions.
  • Create and develop a client base by ensuring customer data capture at point of sale and follow up accordingly.
  • Ensure compliance with merchandising guidelines stipulated by Retail marketing; also ensuring merchandising translates into sales.
  • Ensure optimal visibility for products and promos within the Experience Centre
  • Ensure adherence to health safety and environment standards in the Experience Centre
  • Oversee administrative duties within the Experience Centre.

Experience Centre  Performance Management, Monitor and achieve set targets:

  • Ensure sales target adherence
  • Allocate targets to Retail Advisors and monitor performance
  • Monitor targets and advise on tactical plans to facilitate target achievement.
  • Monitor Experience Centre profitability and ensure achievement of set EBITDA targets.
  • Carry out competitor and market analysis providing intelligence on competitor activity to HQ for planning and decision making purposes.
  • Advise on local marketing initiatives to drive footfall to the Experience Centre
  • Build and continually update database of High Value and SME Customers of the Experience Centre
  • Ensure prompt resolution of HV and SME queries and complaints within established SLAs
  • Carry out customer profiling and provide advisory inputs to the Retail Territory Manager
  • Organize and facilitate customer events
  • Build relationships with members of the community of the Experience Centre and identify opportunities to leverage visibility of the 9mobile brand and growth of 9mobile business

Supervisory/ Leadership/ Managerial Complexity:

  • Manage performance of direct reports(deputy centre manager and retail advisors) providing leadership and motivation.
  • Drive professionalism in sales and service delivery
  • Assign, monitor and coordinate work.
  • Identify obstacles to performance and devise an appropriate plan of action.
  • Provide technical, procedural and policy guidance.
  • Evaluate performance (conduct performance appraisals),
  • Provide career development for direct reports (counselling, coaching, identify KPAs, career planning, goal setting).
  • Liaise with HR to determine training needs and identify training courses for individuals and teams.
  • Transfer knowledge and skills
  • Recommend candidates for appointment as part of the recruitment process.
  • Maintain store headcount budget and ensure the store is fully staffed.
  • Ensure compliance with set policies processes and  procedures
  • Acts as key link for all communication between Territory Retail Manager and Experience Centre Team.
  • Encourage clear and open channels of internal communication.
  • Perform any other duties  assigned by management

Role Complexity:

  • Liaise with Supply Chain and logistics for optimal stock availability
  • Liaise with IT for optimal functionality of systems applications and connectivity
  • Liaise with Operations Support for facility maintenance
  • Liaise with Shop Rollout for maintenance of shop look and feel
  • Liaise with HR for people development needs

Educational Requirements

  • First degree or its equivalent in a relevant discipline.

Experience,Skills & Competencies:

  • Minimum of two (2) years relevant work experience in a retail sales or service environment (Service Industry Preferred)

Method of Application

Interested and qualified? Go to 9Mobile on careers.9mobile.com.ng to apply

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