Job Description
At Safaricom Ethiopia, we are a purpose-led technology company dedicated to transforming lives through digital connectivity and inclusive financial services. In less than five years, we have grown to serve over 15 million 90 days active customers, with our network now reaching 60% of Ethiopia’s population; a testament to our bold vision and trusted partnerships.
Guided by our core values of Customer Obsession, Innovation, Integrity, and Get It Done Together, we are building a dynamic, inclusive, and empowering workplace. We believe our greatest strength lies in our people. That is why, for three consecutive years, we have proudly earned the Top Employer Award. In addition, we have received the African Top Employer recognition for the first time, reflecting our unwavering commitment to fostering a supportive, innovative, and inclusive work environment.
Join Safaricom Ethiopia and be part of a team shaping the digital future of Ethiopia. Here, your work has meaning, your voice matters, and your growth is our priority. Together, we are transforming lives for a digital future.
We are seeking a passionate and experienced professional to lead our Retail Experience and Capability department. The successful candidate will play a pivotal role in enhancing our customers’ journey and overall experience. They will be responsible for developing and implementing strategies to improve retail operations, ensuring our shops meet the highest quality standards, and driving initiatives to enhance customer satisfaction and loyalty.
Responsibilities
Role Purpose
Ensure delivery of Retail NPS by driving customer experience initiatives, development, and management of quality standards through auditing of business processes and procedures in line with shops operations within the Retail channel.
To manage retail quality and performance, and track training compliance and certification. To align common processes in Retail to those in related customer-facing departments and ensure uniformity. Analyze internal audits against actual shop operations and recommend changes to processes and procedures.
Key accountabilities and decision ownership:
Monitor and ensure quality delivery of service as per the set standards.
Provide effective management of all escalated issues, document recommendations and ensure implementation leads to improved performance.
Ensure that Retail Support Analysts deliver through the key functional identified objectives.
Identify training and development requirements within the Retail team.
Timely and accurate communication to the Retail team and other stakeholders to ensure effective cascade of relevant information related to retail customer service quality standards.
Carry out periodic risk assessments in all Retail Operations in systems, sales, cash, stock and security to ensure that all loopholes are effectively covered to avoid incidences.
Take the lead with RCMs to close all audit findings within the stipulated timelines.
Track and assess recurrence of any flaws in business processes and procedures and ensure these are addressed.
Timely provision of score cards to the retail team for performance
Core competencies, knowledge and experience:
Business Competencies:
Working With Others
Consciously takes steps to make the most of every conversation/interaction.
Identifies people’s needs, interests and motives to be able to influence the decisions they make.
Communicates simply to excite and engage people
Pro-actively adapts own style and approach to build rapport, and work with others more effectively.
Builds and maintains strong relationships and networks.
Operational Excellence
Targets effort and resources on high-value, high impact activity.
Focuses on achieving maximum performance and driving continuous improvement.
Thinks about processes and problems cross-functionally and end-to-end
Uses knowledge of products, technology, process, systems and policy to solve problems.
Creativity and Innovation
Finds creative ways to exploit opportunities and solve problems.
Takes risks and pushes what is possible.
Experiments with unorthodox approaches.
Business Know-how
Uses data and research to make decisions that are competitively and financially robust.
Balances current and future needs.
Thinks and acts like an owner of the business.
Acts in line with legal, regulatory, professional and ethical standards.
Working With Change
Responds flexibly to changing situations
Manages the business and people aspects of change to drive performance.
Project and Programme Management
Defines scope and deliverables in terms of time, cost, quality and business benefit
Schedules activity and identifies resource needs, dependencies and synergies
Evaluates progress, mitigates risks and addresses issues.
Functional Competencies:
Products, Services and Technology Knowledge – Consumer
Explains the functionality and benefits of our products and services in simple terms that excite and engage the Customer
Matches our products and services to our customers’ needs
Explains the value of The Company solutions compared to our competitors
Fixes problems to maintain service
Business Development & Sales Planning
Forecasts future sales, revenues and risks
Plans sales activities for stores, accounts or territories to maximize sales and grow revenues
Identifies and qualifies opportunities to develop new business.
Solution Selling
Wins and retains Customers by identifying their needs or business challenges, and matching them to The Company products and services
Identifies opportunities to win more business by up-selling and cross-selling
Negotiation
Responds positively and professionally to objections, and addresses the Customer’s needs to successfully close the sale
Uses a range of techniques and approaches to make agreements that add value for The Company and our Customers
Understands customers’ commercial drivers and leverages them in negotiations
Applies commercial acumen to maintain a healthy profit margin
Competing to win
Brings energy and passion to work and always aims to beat the competition
Knows what the competitors are offering, how our offer compares and uses market data to drive decisions
Service Quality and Planning
Monitors Customer Satisfaction and NPS
Plans activity to improve service quality
Forecasts future customer contact patterns and volumes across contact channels
Key performance indicators:
Retail NPS:
Support the retail channel in achieving their target NPS.
Arrange effective contact with sample customers visiting retail centers for feedback.
Provide monthly recommendations, training interventions or process improvement to improve NPS.
Take the lead in synthesis of the regional NPS reviews, and cascade to the Retail Channel.
Support the Retail Support Analysts in the resolution of issues past SLA or recurrent.
Provide an analysis report of escalated issues actions/ recommendations taken to resolve them on a monthly basis.
Provide monthly recommendations, training interventions or process improvement that needs to be implemented so as to reduce certain item-specific escalations.
Evidence of continuous decline in number of repeat escalations on a statistical basis (reduction in number of recurrent issues being escalated).
Represent the department in internal/external discussions in relation to customer service delivery and NPS.
Ensure provision of quality service at Care desks across the channel.
Monitor service standards and feedback trends and provide regular reports to department.
Handle complex feedback escalated by the Retail Support Analysts
Retail Processes:
Provide documentation on departmental processes and procedures related to any projects undertaken.
Communicate changes and ensure the trainers are trained on new processes
Participate in the preparation/ revision of training manuals.
Ensure all new processes or changes are tested and seamlessly rolled out to the retail shops.
Adherence to set business performance review cycles and attain a completion rate of at least 98% by target set date.
Report on the outcome of all Projects, Procedures, and Performance Assessments.
Compliance:
Carry out periodic spot checks across the channel for compliance to outlined processes.
Sensitize the Retail Team of any possible loopholes that may lead to risk or loss of stock and/or revenue.
Ensure that the quality of customer service, both internally and externally, remains high and that the organized activities contribute to meeting or raising service quality standards.
Monitor and follow up on all audit issues raised for the department through Internal Audit, ISO audits etc.;
Ensure that reports of all previous audit findings closed within SLA.
Zero recurrence of previously reported flaws in future audit findings.
Retail performance:
Communicate agreed performance standards and targets to the staff.
Measure individual performance against standards and targets every quarter and produce timely performance reports.
Avail scorecards
Carry out gap analysis and design action plans to ensure training is given to close any performance gaps identified during performance measurement or during usual duty.
Implement performance investigations and disciplinary steps where necessary.
Advice and support staff on any issues escalated.
Orientation of new retail analysts.
Ensure provision of accurate weekly and monthly quantitative and qualitative reports as per agreed timeframes.
Cascade any information received from the relevant stakeholders.
CARE Agenda:
Set and track smart non-negotiable standards across the Retail Channel.
Develop sustainable ways of working within the regional team to push the NPS agenda.
Measure impact of initiatives taken and advise on stakeholder accountability.
Conduct continuous reviews on commitments made.
Drive the demand reduction initiatives and highlight improvement opportunities for the Retail Channel.
Financial Responsibility:
Responsible for the management of sectional CAPEX and OPEX budget and managing all op...