Applications are invited from suitably qualified candidates to fill the following vacant position below:

RETAIL SHOP MANAGER (SOUTH AND NORTH)

Reporting to the Customer Experience Director, the Retail Shop Manager will be responsible for the formulation and coordination of the Customer Experience Management strategy including the establishment of the channel design, site build and configuration and set up; establish and manage relationships within the franchise trade channel to ensure efficient and effective service delivery; to maintain high standards of customer experience and ensure growth in business volume, value and brand presence/visibility in all network areas.

Responsibilities or duties

Key roles and Responsibilities

• Manage Customer Experience Division Operations Plan and Strategy.
• Monitor service delivery levels at TNM Shops to ensure that service is within the agreed SLAs, OLAs
• Develop TNM Shop Operational Standards, Service Standards, TNM Policies and Procedures.
• Implement and maintain an end-to-end customer relationship system (CRM) and Business Systems.
• Analyze and project customer services requirements for TNM Retail Shops.
• Provide financial management and control by ensuring that all shops adhere to set standards.
• Increase shop profitability through increase in outlets and consumer merchandise distributed.

Educational and Professional Requirements

• First degree in Marketing, Business Administration, Accounting, Operation management or equivalent is essential and Chartered Institute of Marketing (CIM) is desirable.
• Ability to lead and motivate a growing and changing service operation.
• Excellent planning, organizing and prioritizing skills.
• Excellent decision making / problem solving capabilities.
• Well-developed computer knowledge, particularly in the use of Microsoft system.
• Familiar with project management principles and practices as well as Customer Relationship Management (CRM) system.
• Excellent communication and interpersonal skills as well as critical thinking capabilities.

Experience needed

• 4-6 years’ experience in customer service, and customer relationship management with a focus on telecommunication if possible.

• Manage Customer Experience Division Operations Plan and Strategy.
• Monitor service delivery levels at TNM Shops to ensure that service is within the agreed SLAs, OLAs
• Develop TNM Shop Operational Standards, Service Standards, TNM Policies and Procedures.
• Implement and maintain an end-to-end customer relationship system (CRM) and Business Systems.
• Analyze and project customer services requirements for TNM Retail Shops.
• Provide financial management and control by ensuring that all shops adhere to set standards.
• Increase shop profitability through increase in outlets and consumer merchandise distributed.

• Ability to lead and motivate a growing and changing service operation.
• Excellent planning, organizing and prioritizing skills.
• Excellent decision making / problem solving capabilities.
• Well-developed computer knowledge, particularly in the use of Microsoft system.
• Familiar with project management principles and practices as well as Customer Relationship Management (CRM) system.
• Excellent communication and interpersonal skills as well as critical thinking capabilities.

• First degree in Marketing, Business Administration, Accounting, Operation management or equivalent is essential and Chartered Institute of Marketing (CIM) is desirable.