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Job Description
Responsibilities
1.Strategic Leadership
- Develop and execute the flagship retail strategy in alignment with overall retail and brand objectives.
- Position flagship stores as innovation and experience hubs for the company.
- Drive cross-functional partnerships with Sales & Retail, Consumer Business, Enterprise Business, Innovation, CX, and other relevant divisions.
2. Commercial & Sales Performance
- Own sales and service KPIs across the flagship stores (e.g., High-value postpaid and fibre activations, contracting device sales, accessory attach rate, cross-sell & upsell – value added services).
- Analyze store performance data, identify trends, and develop action plans to optimize results.
- Implement premium selling practices and ensure consistency across all locations.
- Drive optimal profitability of the flagship stores.
3. Customer Experience Excellence
- Ensure high-quality customer journeys, from greeting to resolution.
- Champion CSAT/NPS improvements and manage escalations for high-value customers.
- Plan and oversee in-store events, demos, and experiential zones that highlight new devices, 5G capabilities, IoT products, and digital services.
4. Store Operations & Standards
- Ensure best-in-class operational standards, including inventory control, merchandising, compliance, health & safety, and store readiness.
- Implement operational frameworks and ensure consistency across all stores.
- Oversee visual merchandising execution in collaboration with in-store experience teams.
5. People Leadership & Culture
- Lead, mentor, and develop Retail Leads and their teams.
- Build a high-performance culture focused on customer-first behaviors and commercial excellence.
- Manage staffing, training, and succession planning.
6. Innovation & Insights
- Pilot new retail technologies and customer engagement tools.
- Gather customer and market insights to inform product, network, and retail strategy.
- Continuously enhance the flagship experience to match global telco and tech-retail benchmarks.