Retail Lead – Drive Commercial Growth & Digital Adoption

About the role

The Retail Lead will own commercial growth, digital adoption and customer experience across the Dar & Coast zone. Reporting to the Zonal EHOD, you will translate strategy into high‑impact execution for franchise and flagship stores, turning them into trusted destinations for connectivity, fintech, devices and digital services.

Key responsibilities

• Deliver zonal sales, revenue, margin, quality‑connection, active‑customer, usage and retention targets.
• Grow a balanced portfolio of voice, data, devices, home, fixed, fintech and other digital services.
• Transform stores into technology and digital‑services hubs using approved digital sales, assisted‑service and self‑service tools.
• Leverage dashboards, customer insights, retail analytics and market intelligence to identify trends, improve conversion and prioritize interventions.
• Lead pilots and test‑and‑learn initiatives for new products, digital journeys, automation and shop formats.
• Deliver simple, inclusive omnichannel customer journeys and strengthen first‑contact resolution.
• Build high‑performing franchise partnerships through clear expectations, governance, coaching and corrective action.
• Ensure operational excellence in stock, devices, SIMs, M‑Pay float, system readiness, audits and brand standards.
• Embed customer consent, responsible selling, data privacy, cybersecurity, fraud controls and regulatory compliance in daily operations.

Required profile

• Bachelor’s degree or advanced diploma in Business, Sales, Marketing, Retail Management, Technology, Digital Commerce or related field.
• Minimum three years of experience in retail, sales, channel, franchise, fintech, digital services or customer operations with proven target delivery.
• Strong commercial judgement, retail sales leadership and partner management experience.
• Ability to make data‑led decisions and influence performance through partnership.

Required skills