Job Title: Retail Shop Manager
Company: Airtel Nigeria (Airtel Networks Limited)
Location: Lagos
Employment Type: Not Specified
Airtel Nigeria (Airtel Networks Limited) is a leading telecommunications services provider headquartered in Lagos, Nigeria. The company ranks among the country’s top four mobile network operators, with a customer base of more than 39.8 million subscribers.
Its product and service offerings include 2G, 3G and 4G wireless services, mobile commerce and enterprise solutions.
About the Role
Airtel Nigeria is seeking a qualified and experienced Retail Shop Manager to oversee service delivery and showroom operations. The successful candidate will implement and monitor the service delivery strategy within the assigned showroom, ensuring customers enjoy a positive in-store experience and receive prompt resolution of their enquiries and complaints.
Key Responsibilities
Showroom Profitability and Stock Management
- Monitor showroom operations and ensure compliance with established processes.
- Prepare reports on sales, cash monitoring, stock management, petty cash disbursements, reconciliations and retirements.
- Report showroom activities that directly affect the company’s financial performance, including promotional activities.
- Track, manage and control stock movement into and out of the warehouse.
- Ensure the availability of all company products and services in the assigned showroom.
- Provide comprehensive reports on showroom products and services.
Asset Management
- Manage all company assets within the showroom.
- Ensure that showroom systems and equipment are in good working condition.
- Escalate showroom facility issues for prompt resolution.
Customer Experience and Satisfaction
- Build and maintain strong relationships between Airtel and its customers.
- Develop and maintain a database of showroom customer traffic to provide reliable information for customer feedback, upselling, promotional activities and effective business decision-making.
Query Resolution and Service Level Agreements (SLAs)
- Ensure showroom agents have the necessary work tools and system access.
- Ensure team members comply with established service standards and meet agreed SLAs.
- Maintain full compliance with showroom processes and procedures.
- Escalate issues that require intervention beyond the supervisor’s authority or capacity.
- Ensure all showroom queries are resolved within approved timelines.
- Monitor query and enquiry turnaround times and introduce process improvements where necessary.
- Track pending customer complaints and ensure timely resolution.
Reports
- Prepare daily, weekly and monthly showroom reports.
- Prepare ERC reconciliation reports.
- Prepare stock, cash and POS reports.
- Prepare PSB reports.
Qualifications and Experience
Educational Qualifications
- First degree in a relevant discipline.
Relevant Experience and Technical Skills
- Minimum of four years’ work experience in a customer service environment.
- Ability to work with minimal supervision.
- Good analytical, report-writing and problem-solving skills.
- Good understanding of business processes.
- Knowledge of customer administration systems, including ECMS, Single Screen, USDM, CCUI and SV.
Required Skills and Competencies
- Strong passion for customer satisfaction and service delivery.
- Good work ethic and positive attitude.
- Ability to work independently and collaboratively as a team leader and team member.
- Confidence, objectivity and attention to detail.
- Excellent oral and written communication skills.
- Good presentation skills.
- Ability to maintain confidentiality.
- Commitment to the organisation’s common goals and values.
How to Apply
Interested and qualified candidates should apply online through the Airtel Nigeria recruitment portal:
Application Closing Date: 9th November, 2026, at 1:59 PM.