Senior Retail Operations Lead

Full Job Description

Job Purpose

The main purpose of a Senior Retail Operations Lead is to ensure smooth running of all retail shops, launch new projects, ensure continuous improvement, support pilot new projects and manage the performance of Service Centres.
Day to day management of shops and shop operations.

Job Function

• Inventory management: Ensure that the channel demand is fulfilled with no stock loss and ensuring aged stocks are being retrieved according to SLA.

• Service: Ensure our shops are delivering stellar customer experience to customers and sales team

• Training: Train Customer Care Executives on existing and new processes, systems, products, prices, potential issues, and issue resolution.

• Phone repairs: Managing end to end repair process to ensure all returned phones are recorded, repaired within 3rd part SLA and returned to customers within the E2E SLA

• Reverse logistics: Ensure shops perform reverse logistics in adherence to M-KOPA standards

• Onboarding training sessions for Customer Care Executives

• Support with piloting and management of all new projects undertaken by M-kopa

• Reporting on performance and managing Retail using scorecard or OKRs

• Ensure proper maintenance on all company properties at the Service Centers

• Ensure proper accountability of refurb stocks dispatched to service centres.

• Clearance; Ensure clearance of all Exiting Retail staff

• OEM phone Forecast; Plan repair Forecast for Phone used for Repairs and Trade-ins

• Recruitment; Ensure Timely recruitment of Customer Care Executives for retail operations

• Any other task assigned by the Line Manager

EXPERIENCE/ SKILLS & COMPETENCIES/ LICENCES & CERTIFICATIONS/ EDUCATION REQUIRED

• At least 5 years’ experience in retail, operations, or Servicing field

• Experience in team leadership from a retail, sales or customer care field is an added advantage

• Good Microsoft office skills with great command of excel including but not limited data organization and tracking and reporting using excel

• Must be a highly driven person, result oriented, a team player with good leadership skills.

• No Professional certification needed.

• Bachelors’ degree in any business field including Supply chain, logistics and operations
  Additional post graduate course is an advantage