Manager, Franchise Retail Operation

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Manager, Franchise Retail Operation
Location: All Nigeria
Last update:

Ad description

Job Description:

  • Execute the Etisalat Franchise Strategy and ensure alignment with the overall retail strategy of acquisition of higher value subscribers and delivery of exceptional customer experience
  • Manage the Franchise operations and performance whilst ensuring adherence to quality standards, Policies and processes


  • Identify suitable locations for Franchise Experience Centres and evaluate potential opportunities, preparing the requisite business cases for management approval
  • Ensure the proper execution of Franchise Rollout objectives
  • Ensure timely implementation of Franchise store rollout programs according to set targets
  • Monitor the performance of the Franchise Experience Centres and evaluate the profitability of the Franchise Experience Centres monthly, quarterly and yearly
  • Support Franchisees in the development of tactical initiatives to drive footfall and sales into the Franchise Experience Centre
  • Ensure the development and deployment of risk management profiles and early warning procedures/mechanisms to ensure the protection of Etisalat interests and mitigate risks for the Franchisees
  • Manage the integration of the Franchise strategy with the overall Consumers Sales & Service strategy
  • Integrate activities of various departments (retail marketing, customer care, supply chain, finance and segments) to support the smooth running of the Franchise Experience Centres
  • Facilitate and co-ordinate the selection process for Franchisees and ensure it is in line with the laid down procedures.
  • Ensure compliance with Franchise and Service Level Agreements
  • Maintain awareness of market trends, customer needs and competitor initiatives and devise strategies to optimally utilize market opportunities within the franchising space
  • Co-ordinate the various internal departmental activities to support rollout of Franchise Experience Centres
  • Liaise with Retail Sales Operations on Franchise Store activity reporting
  • Manage 3rd party relationship and requirements
  • Manage the interface with the Regional Retail Sales, Retail Marketing, Customer Experience, and Customer Care and Support teams
  • Implement Franchise support and execution capability within Etisalat
  • Manage the 3rd party relationship and requirements
  • Manage escalation and resolution of Franchise operations issues
  • Advise internal stakeholders on direction and policy towards Franchise Strategy and Rollout
  • Advise the owner operator on the varied issues that affect Franchise operations, performance and profitability
  • Ensure the integration and proper alignment of Etisalat and Franchisee organizations


  • First degree or equivalent in a relevant discipline.

Experience, Skills/Competencies:

  • 6-8 years experience in telecoms retail operations or FMCG Industry with at least 3 years in a supervisory role
  • Proven experience in Small Scale Enterprise Business models, financial management and profitability
  • Professional qualifications and training in Project Management (P.M.P or PRINCE2) is mandatory
  • Good Knowledge of the telecoms retail industry
  • Proven experience in implementing store rollout programs
  • Proven experience in developing policies, procedures and methodologies
  • Highly developed verbal and written communication skills; excellent communicator with strong presentation and facilitation skills
  • Strong interpersonal and leadership skills
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