Retail Shop Manager (Telecoms – SIM & Device Sales)

Job Description

Job Title: Retail Shop Manager (Telecoms – SIM & Device Sales)
Reports to: Head of Sales & Distribution / Regional Manager
Department: Sales & Distribution
Salary Range: Competitive (Open to Negotiation)
Location: Lagos (Field-based, overseeing partner stores within assigned territory)

Job Purpose
A Telecom Retail Manager oversees daily store operations, drives sales targets for mobile devices and service plans/SIM registration, and manages sales agents/customer service teams across partner stores to ensure profitability, compliance, and brand consistency.

Core Responsibilities
1. Sales and Target Management

Track and analyze daily, weekly, and monthly sales goals for SIM registration, devices, accessories, and network subscriptions.
Drive agents to perform optimally, achieving all set targets.

2. Operations and Strategy

Oversee single-store and multi-store (partner store) layouts and operations within assigned territory.
Manage inventory and execute regional retail strategies.
Ensure agents resume and close at stipulated times, on all designated working days, and are well coordinated across locations with no coverage gaps.
Ensure agents strictly follow company business rules as well as the operating rules of the host/partner stores.

3. Profitability Management

Ensure each outlet’s profitability report reflects a positive outcome; monitor and act on stores trending negative.
Consolidate and share store profitability and performance reports with the appropriate unit.

4. Team Leadership & Attrition Management

Hire, train, and motivate sales agents on product specifications and customer engagement.
Ensure all agents are adequately trained on products, registration processes, systems, and customer handling before deployment; conduct refresher training as needed.
Monitor and manage agent attrition rate, identifying root causes and taking preventive action.
Liaise with the recruitment agency to secure immediate replacement of exited agents, minimizing coverage gaps and tracking time-to-replace.

5. Merchandising and Branding

Maintain visual merchandising standards and vendor/company branding requirements across all locations.
Enforce a uniform look and feel — signage, uniforms, point-of-sale materials — ensuring strict compliance at every site.
Maintain orderliness and cleanliness of all outlets at all times.

6. Customer Experience

Resolve complex customer complaints and improve satisfaction metrics such as Net Promoter Score (NPS).

7. Reporting

Ensure agents submit accurate daily reports and flag issues encountered via the provided reporting links/tools.
Consolidate all store/agent reports, including profitability and performance reports, and share with the appropriate unit(s) in a timely manner.

8. Issue Escalation & Resolution

Escalate all operational issues (store, agent, system, or partner-related) promptly through the correct channel.
Follow through on escalated issues to ensure timely resolution.
Maintain a log of recurring issues to support root-cause fixes.

Key Performance Indicators
• Store profitability report — positive across reporting period
• Agent achievement of daily/weekly/monthly sales & registration targets
• Agent attrition rate and average time-to-replacement
• Agent attendance/resumption compliance (time & days)
• Store branding & merchandising compliance rate
• Customer satisfaction / NPS improvement
• Daily reporting compliance rate (agents)
• Issue escalation turnaround/resolution time
• Training completion rate for agents

Key Requirements
• Graduate (Min., Bachelor’s degree) with relevant work experience.
• Minimum of 5 years’ experience in retail operations, field sales supervision, or telecoms distribution.
• Proficiency in Excel and other Microsoft Office applications.
• Strong coordination and people-management skills across multiple locations.
• Experience managing frontline attrition and working with recruitment partners.
• Familiarity with SIM registration processes and compliance requirements.
• Good reporting discipline and attention to detail, including profitability tracking.
• Ability to travel regularly between partner store locations.

#RetailManagement #TelecomJobs #RetailOperations #JobsInNigeria #Hiring

**All information will be treated with strictest confidentiality**