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We are seeking a highly experienced Head of Retail Operations to lead and oversee the retail function in Nigeria. The successful candidate is responsible for end-to-end management of retail energy operations, including customer experience, sales execution, service delivery, billing support, field operations, and performance optimization across all retail touchpoints.

A. Retail Operations & Service Delivery

• Oversee day-to-day retail operations across all customer channels (physical outlets, agents, partners, and digital platforms).
• Ensure seamless delivery of renewable energy solutions to residential and small commercial customers.
• Develop and enforce operational standards, SOPs, and service quality benchmarks.
• Manage installation, activation, maintenance, and after-sales support workflows.

B. Sales & Revenue Enablement

• Work closely with Sales and Marketing teams to execute retail growth strategies.
• Drive customer acquisition, retention, and upsell of renewable energy products.
• Monitor sales performance, conversion rates, and revenue targets across regions.
• Optimize pricing, promotions, and channel effectiveness.

C. Customer Experience & Relationship Management

• Own the end-to-end customer journey, from onboarding to ongoing service.
• Resolve escalated customer issues and ensure timely complaint resolution.
• Implement customer feedback mechanisms and improvement initiatives.
• Drive high Net Promoter Score (NPS) and customer satisfaction levels.

D. Operational Efficiency & Cost Control

• Optimize operational processes to reduce costs and improve turnaround time.
• Manage budgets, operating expenses, and resource allocation.
• Identify automation and technology opportunities to scale operations.
• Track KPIs and performance metrics to drive continuous improvement.

E. People & Performance Management

• Lead, coach, and develop retail operations teams.
• Set clear performance targets and accountability frameworks.
• Build a culture of ownership, safety, compliance, and service excellence.
• Ensure adequate workforce planning and capacity management.

• Bachelor’s degree in engineering, Business Administration, Operations Management, or related field.
• Master’s degree (MBA or equivalent) is an added advantage.

Experience

• Minimum 8–12 years experience in operations or retail management.
• At least 5 years in a senior leadership role.
• Experience in renewable energy, utilities, telecoms, FMCG, or infrastructure-driven retail environments is highly desirable.
• Strong exposure to multi-location or field-based operations

Apply Here: https://forms.office.com/pages/responsepage.aspx?id=EE9WhZGujkeCsnHV6yrs8tFKX8UVpJlJsxyj60S_ZyxUOUs4NVBaTFdHREpCN1JVRTJBWFNDRzJPQi4u&route=shorturl

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