Retail Operations & Governance Manager at Airtel

Job Purpose


To act as the Group control tower for retail performance, operations standards and transformation, driving consistent improvement in store productivity, operational efficiency, execution quality, and performance outcomes across Airtel Africa. The role is responsible for improving how the retail business performs, by diagnosing performance gaps, enabling markets, defining standards, and scaling transformation initiatives.


Key duties and responsibilities

Cross-Market Performance Steering


Own visibility and analysis of retail performance across all OpCos
Identify underperformance across markets, clusters, and store formats
Diagnose root causes impacting revenue, conversion, and productivity
Develop structured performance improvement frameworks and action plans


Market Enablement & Engagement


Support markets in translating Group priorities into execution plans
Challenge, support, and track market performance improvements
Facilitate sharing of best practices across OpCos
Build a community of performance excellence across markets


Transformation & Productivity Uplift


Design and lead transformation initiatives focused on:
Sales productivity improvement
Store efficiency and cost reduction
Customer experience enhancement
Pilot new initiatives and scale across markets
Drive adoption of innovation and digital enablement in retail


Performance Intelligence & Insights


Own performance diagnostics and insight generation
Translate data into actionable business recommendations
Identify high-performing markets and scale successful practices
Support leadership with structured performance narratives


Inventory, Cost & Loss Frameworks


Define Group-level standards for:
Inventory management
Stock availability
Loss prevention
Cost efficiency
Monitor cross-market performance on stock-outs, shrinkage, and costs
Drive improvements in operational efficiency and asset control


Execution Excellence & Governance


Define execution quality standards across retail operations
Design audit frameworks and validation tools
Ensure consistency of execution across markets
Drive corrective actions based on audit findings


Education


Bachelor's degree in Business/Analytics, or Operations; MBA preferred.


Experience


8 - 12 years' experience in retail performance management and operations excellence transformation.
Proven experience in diagnosing performance issues, designing and scaling operational solutions.
Experience working across multiple countries or markets is an added advantage.