Area Manager, Retail Store

Field: Business & Consumer Sales
Contract Type: Full Time - Permanent

The Company:
Ooredoo is an organization on the move. Thanks to our dedicated employees, we continue to move closer towards our vision to be among the top 20 telecommunications companies in the world by 2020.

We are a dynamic global telecommunications player operating in 17 countries across the Middle East, North Africa (MENA) and Asia. We cover a population of more than half a billion people and serve more than 68 million customers.

In Kuwait, we employ approximately 1,000 talented people, all of whom are driving Ooredoo to be the number one choice for world-class communications services in Kuwait. In the face of intensifying competition, increasingly sophisticated technology and rising customer expectations, nothing is more important to our success than our team – and it's a team that you can be part of.

Ooredoo's future is bright, and you can be part of our ongoing success.

The Role:

• Responsible for achieving Ooredoo sales targets through efficient and prompt management of Ooredoo stores franchise.
• Ooredoo Kuwait has expanded its Franchise footprint dramatically with future expansions within OK commercial arms. The business is expanding through different channels/formats.

Key Accountabilities:

• Visit each shop at least twice a week and report to Sr. Manager, Retail Zone anomalies, issues, initiatives, actions related to the shop.
• Manage the day-to-day relationship with the Franchise Shops Managers.
• Ensure proper implementation of promotion, procedures, and campaigns in his area.
• Accountable for the overall performance of the Franchise Shops under his area to ensure achievement of Retail sales targets.
• Cascade company objectives, strategies and communications to the direct reports and front liners.
• Provide leadership and guidance to the Retail Shops Managers in order to achieve Sales targets.
• Work in accordance with the guidelines set by the Sr. Manager, Zone to meet and stretch Franchise Shop sales targets.
• Ensure that all shops which is part of the zone maintain the highest level of professional, and best look and feel of Ooredoo.
• Assist in interviewing staff before appointment by the Franchisee, will have the opinion to reject the hiring.
• Fill the gaps in any training that is required by any of the stores and cascade the training to the Branch managers.
• Proactively manage and motivate Branch Managers & front liners to be highly professional and results oriented to ensure that the Group delivers the optimum and agreed levels of contribution to Ooredoo Telecom's revenue.
• Ensure Individual Development Plans (IDP) are completed for all staff in his area in accordance with Ooredoo Telecom policy.
• Improve Franchise Shop staff performance through personal coaching and identifying training and development needs.
• Conduct Quarter and annual performance appraisals (Performance Management System) and Improve employee satisfaction and retention through implementation of plans to encourage teamwork.
• Focus on weakens point of each Branch Manager through the monthly MS & VOCE reporting, push the staff to change their behaviour and encourage the CHANGE atmosphere as per OK policies.
• Ensure objectives set are monitored and achieved.
• Make sure all Branch Managers are fully informed on the target on monthly basis and ensure that customer care is top priority.
• Coach, Counsel, Discipline, and train Branch Managers.
• Help, Drive, Motivate and encourage Branch Managers to achieve the sales target assigned to their Branches.
• Ensure that the KYC (Know Your Customer) standards are followed and imposed by Branch Managers on their staff.
• Make periodically Area Managers appraisals.
• Preside over Area Managers meetings.
• Relation management with franchisee to ensure all requests and requirements are met in timely matter to support franchisee operations.
• Work closely with their counter parts of area managers in the franchise to constantly thrive at improving the customer experience and achieving the sales target.
• Develop a direct relationship with franchisee store managers and staff to ensure that the supervision from Ooredoo is constantly available.
• Build performance management cycle with the franchisees on weekly basis to ensure that the targets are achieved.
• Tries to allocate new location as per Capillarity/required locations by the Business heads.
• Improve customer feedback ratings in his area through the proactive implementation of customer service programs and guidelines.
• Ensure customer satisfaction and problems solving in his area.
• Ensure proper stock management and proper stock forecast for the area assigned.
• Ensure sufficient POS materials are available in all stores and the most updated materials of Ooredoo products and offers are available on stores on a timely matter.
• Maintain general inventory check of the branch on regular basis.
• Ensure that sufficient inventory is available at the store on daily basis to avoid being "OUT OF STOCK". Responsible to take projects as assigned by the Sr. Director with successful and timely project completion.
• Suggest adjustment of Retail shop processes, systems and operations to ensure their effectiveness.
• Devise, recommend and gain approval for an effective retail marketing actions and sales strategy, ensuring it is consistent with Ooredoo business requirements.
• Collect and communicate inputs from front liners regarding market and competition to ensure Retail stay competitive in the market.
• Suggest whenever it is possible new location and help sourcing new locations.
• Sales Targets Achievement (Post-paid, Prepaid, Data, Services, Rate Plans, Cross Selling and Upselling, etc…)
• Quality of Acquisition Revenue (Revenue contribution to the acquired customers in retail)
• Mystery Shop Score
• SAF Collection Target
• New type of KPI's might be introduced as business need require.
• Contribute to the Business & Consumer Sales Division communication plan through attendance of regular team meetings, the preparation of a weekly status report and attendance at team events whenever it is required.
• Contribute to assigned tasks by Sr. Manager, Zone which is related to retail business and effectively achieve planned objectives.
• Proactively take responsibility for self-improvement by staying well-informed of developments, knowledge and innovations in relevant field of expertise.
• Share knowledge and expertise with peers and Retail Shop employees.

Qualifications & Requirements:

• Bachelor's degree in business management or similar discipline from a recognized tertiary institution.
• 5 years of experience based on progression ladder preferred in telecom retail.
• 3 years at a senior sales management level.

Other Information:

• Strong knowledge of local market conditions and potential target market/ customers and sales techniques.
• Creative, innovative mind-set.
• Strong relationship management and staff coaching skills.
• Effective verbal/written communication in both Arabic and English.
• Ability to operate in a diverse multicultural, multinational work environment, exhibiting appropriate sensitivities.
• Expert in MS Office.
• Knowledge of the telecommunications industry including knowledge of mobile products and services.
• Demonstrated expertise in business network operations.

Note: you will be required to attach the following:
1. Resume / cv