Retail Lead - Dar & Coast Zone

Overview

The Retail Lead role based in Dar es Salaam oversees commercial growth, digital adoption, customer experience excellence, and franchise performance across the Dar & Coast zone. This position translates commercial strategies into impactful execution at franchise and flagship retail outlets, evolving them beyond traditional sales sites into trusted hubs for exploring connectivity, fintech, devices, and other digital solutions.

Key Responsibilities

• Achieve zonal targets for sales, revenue, margin, quality connections, active customers, usage, and retention within franchise and flagship shops.
• Manage a diverse product portfolio including voice, data, devices, home and fixed propositions, fintech, and digital services focused on enhancing customer lifetime value.
• Drive transformation of retail outlets into technology and digital service destinations by promoting digital sales, assisted-service, and self-service tool adoption.
• Leverage dashboards, customer insights, retail analytics, and market intelligence to spot trends, enhance customer conversion, prioritize key actions, and stimulate local growth.
• Lead pilot programs and test initiatives on new products, digital customer journeys, automation, and shop formats, capturing insights and enabling wider rollout.
• Ensure seamless, inclusive, and high-quality omnichannel customer journeys, improving first-contact resolution and accommodating varying digital literacy levels.
• Develop strong franchise partnerships through clear expectations, governance, coaching, capability building, and timely corrective measures.
• Maintain robust operational execution including inventory management of stock, devices, SIM cards, M-Pesa float; ensure system preparedness, conduct audits, reconciliations, and uphold brand standards.
• Embed customer consent management, responsible sales practices, data privacy, cybersecurity awareness, fraud prevention, regulatory adherence, and ethical conduct in retail operations.

Qualifications and Experience

• Bachelor's degree or advanced diploma in Business, Sales, Marketing, Retail Management, Technology, Digital Commerce, or related fields.
• A minimum of 3 years of experience relevant to retail, sales, channel, franchise management, fintech, digital services, or customer operations with proven track record in target achievement and partner engagement.
• Strong commercial insight with hands-on expertise in retail leadership, customer journey and channel management, negotiation, and partner relations.
• Digital proficiency and sound knowledge of fintech and digital services supported by comfort in using dashboards, analytics platforms, CRM tools, digital sales, or business intelligence software.
• Capability to analyze performance metrics, determine root causes, and translate findings into actionable commercial and operational strategies.
• Excellent planning, prioritization, problem-solving, stakeholder engagement, presentation, and change leadership skills.
• High integrity and awareness of responsible selling, privacy, fraud, cybersecurity, compliance requirements, and operational controls.

Our Commitment

We welcome applicants from all backgrounds, encouraging those who may not meet every criterion exactly but are enthusiastic about the role. We foster diversity, equity, inclusion, and accessibility, ensuring everyone thrives irrespective of their personal or professional history. Reasonable adjustments can be made during the recruitment process upon request.

About Us

We are a prominent global telecommunications company connecting millions. We believe in leveraging connectivity to make a positive impact, empowering people and protecting the planet through technology and inclusive practices.