Analyze your CV for Retail Operations Officer at Airtel Tanzania PLC

Retail Operations OfficerWhy Airtel Africa?At Airtel Africa, we act with passion, energy, and a can-do attitude. Innovation with an entrepreneurial spirit drives 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.ResponsibilitiesOperational Excellence & GovernanceEnsure 100% adherence to SOPs, retail playbooks, health and safety standards, and company policiesConduct regular shop visits, operational audits, and mystery shop evaluationsEnsure timely EOD certification, Cash and stock management, and reconciliationAddress operational gaps and develop corrective and preventive action plansRetail Performance ManagementDrive daily, weekly, and monthly performance of all shops (sales, activations, AM, Devices, HBB, accessories, NPS, footfall, conversion rates and other KPIs)Monitor targets and performances for Hub Managers, Shop Managers, and frontline teamsMonitor KPIs and implement improvement plans for underperforming shopsAnalyze performance trends and provide insights into strategic decision-makingCustomer Experience ManagementChampion customer-first culture across all shopsMonitor NPS and customer feedback; develop action plans to address service gapsEnsure all shops follow brand standards, uniform policy, and customer service guidelinesRetail Projects & ExecutionOversee new shop openings, relocations, refurbishments, and layout changesCoordinate with supply chain, marketing, branding, and finance for timely execution of retail initiativesEnsure readiness of shop infrastructure, devices, signage, branding, and systems before go liveSupport digital retail initiatives (self-service, E SIM, onboarding, etc.)Maintain confidentiality and secure handling of retail dataCompliance, Controls & Risk ManagementEnsure all shops comply with audit standards, regulatory requirements, and internal controlsAddress compliance findings and implement preventive measuresEnsure proper cash handling, asset management, and risk mitigation proceduresReporting & Data-Driven Decision-MakingReview MIS reports and ensure accuracy of shop-level data submissionsProvide weekly and monthly performance summaries for managementRecommend process improvements, cost optimizations, and technology enhancementsQualificationsEducational Qualifications & Functional / Technical SkillsBachelor’s degree in business administration, Marketing, Retail Management, or related fieldA master’s degree is an added advantageRelevant Experience (Type of experience and minimum number of years)4–7 years of experience in Retail Operations ManagementExperience in telecom/FMCG/consumer electronics retail is an added advantageOther requirements (Behavioral etc.)Strong knowledge of retail KPIs and operationsStrong leadership and people management skillsAbility to work under pressure and manage multiple shops simultaneouslyHigh discipline, integrity, and attention to detail