Job Title: Experience Centre Manager
Location: Sango Otta, Nigeria
Employer: Etisalat Nigeria
Job Summary: Ensure the effective and efficient operations of assigned EMTS experience centre.
Principal Functions:
• Manage selling and customer service activities in assigned experienced centre and train sales officers on service delivery procedures, to optimise and exceed exceptional service level delivery, and customer satisfaction.
• Analyze sales performance, interpreting trends, and forecasting future sales volumes to maximise profits and for forward planning.
• Initiate and manage relationships with internal and external customers.
• Ensure resolution of customer queries/complaints and comments received at the experience centres and implement measures aimed at guaranteeing optimal customer satisfaction.
• Manage stock levels and make key decisions about stock control by liaising with the distribution function to ensure maintenance of optimal stock levels in assigned experience centre.
• Oversee administrative duties in the experience centre, and escalate issues to relevant units/departments where necessary.
• Facilitate the provision of after sales support to customers.
• Touring the sales floor regularly, talking to colleagues and customers, and identifying or resolving urgent issues.
• Facilitate the conduct of periodic stock counts and perform spot checks to ensure minimal occurrence of stock loss.
• Ensure proper maintenance of all equipment and fixtures in assigned experience centre.
• Responsible for stock inventory and cash management
• Account reconciliation, database build up/data collection.
• Responsible for setting objectives for Retail Advisors and providing feedback, administering regular performance reviews.
• Build sales by identifying and following through on sales opportunities
• Ensure compliance with all health, safety/security, legal and emergency policies and procedures. Liaise with relevant personnel in facilitating trainings for sales officers in these areas as required.
• Attend teamisional/departmental meetings as required.
• Provide guidance and manage the performance of subordinates.
• Prepare/compile agreed periodic activity and performance reports for the attention of the Manager, Regional Retail Sales.
• Perform any other duties as assigned by the Manager, Regional Retail Sales.
Educational Requirements: First degree or its equivalent in a relevant discipline.
Experience,Skills & Competencies: Minimum of three (3) to five (5) years relevant work experience.
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