REGIONAL MANAGER Physical Touch Points Grand West

JOB ADVERTISEMENT : Regional Manager Physical Touch Points - MTN Cameroon - Mobile Telecommunication Networks Manager - Regional Manager Physical Touch Points Grand West.Customer Experience and ServicesWest, Cameroon (On-site)Want to know more about us? We’ve got you! Please scroll to the end of the section to get to know us better.Responsibilities Regional Manager Physical Touch Points Staff Leadership and ManagementSource, induct, and manage talent in accordance with legislative guidelinesEnsure open communication channels with staff and implement change management interventions where necessaryProvide definition of roles, responsibilities, individual goals and performance objectives for the teamSet KPIs and provide regular performance feedback through a well-defined and implemented performance review programDevelop and implement a training plan in order to build and develop skills within the teamPerformance manage resources in accordance with HR policy and legislation where necessaryActively participate in leadership team and develop skills of own teamPromote a ‘MTN centric’ and ‘partnership approach’ to develop strong relationships with other working groups and ensure adherence to Group governance Operational DeliveryInfluence the overall merchandising, marketing and customer experience vision, strategy and goals for physical Touchpoint workforceCreate an operationally efficient environment that consistently delivers on transformational customer experience in line with MTNC C.A.R.E service philosophyDevelop and implement channel strategies in order to improve customer experience and customer service, grow market awareness for the brand and acquire new subscribersImplement the Customer Service standards throughout the customer journey instore (owned and non-Owned) that maintain productive customer relationships and provide inspiring personalized shopping experience.Introduce innovations in the Physical touchpoint Channel that contributes to the acquisition, satisfaction and retention of customers.Implement Frontline incentive reward/recognition programs focused on customer acquisition and retention as well as revenue growth.Develop new retail avenues for Customer Service touch points (inclusion of service elements in indirect distribution channels – Dealers/Agents/Kiosks/Others)Manage the transformation from 100% ownership model towards proper mix of owned vs. Non-Owned ModelTrack, measure and interpret performance data for the physical channelStandardize and maintain service and sales performance reports.Monitor and optimize efficiencies of store operations, through introducing cost control and profit maximization initiatives.Works with cross-functional teams both internally and externally to improve touch point performance.Ensure that financial, accounting, fraud & risk management policies and standards are properly executed and maintained across the channelTrack the inventory movements across regions and manage the processing of mark downs, transfers & consolidations, receiving and POS transactionsManage all the in-store operational activities. Develop and Implement operational policies and procedures to achieve organizational consistency and efficiency.Ensure that customer management, customer experience policies and standards are maintained and properly executed within service centresIdentify areas for systems and process improvement at store level and make recommendations for improvement.Provide professional guidance in the implementation of necessary changes at Service Center level in order to support business objectivesManage the delivery of inbound/outbound c