ROLE PROFILE

Position Title: Manager Landmark Reporting to: Assistant Director Retail Stores

Business Unit: Consumer

Division: Consumer Commercial
A. ROLE & CONTEXT
Purpose:
This role is responsible for driving acquisitions,
revenues, customer experience and Ooredoo’s
image in the market through the assigned Retail
shop.
Department: Sales
Functional Context:
Consumer Sales is the company’s acquisition department
and consists of Own Retail, Distribution, Premium Dealers,
SSMs, Franchise and kiosks and plays a vital role in long
term business value creation through achievement of Sales,
Revenue, Profitability and Customer Satisfaction.
Retail channels plays a vital role in supporting company’s
acquisition, revenue and customer experience KPIs. The
retail shops are responsible in providing customer an
excellent service and thereby managing the retail shops in a
manner that is customer focused is vital especially for a fully
integrated service provider.

B. ROLE ACCOUNTABILITIES

 Manage the store from all aspects related to sales activities ensuring customer satisfaction from the time of
initial contact, processing of customer order, and throughout the retention of service provided
 Ensures that the acquisitions, revenue and customer experience targets are driven through the Shop team.
 Prepare stages for new product launches and Sales promotions
 Manage effectively the human resources by monitoring performance, appraising their skills, product
knowledge, capabilities etc. and drive a sales focused mind set through the store
 Ensure all staff members are provided with adequate knowledge necessary to maximize target achievement
including product knowledge, related tariff structure, latest offers, add-on services, documentations required
to subscribing services etc.Identify business development opportunities viz. new constructions, residential
complexes and negotiate bulk deals to support achievement of store targets
 Ensure special focus on Business Sales sections within store and drive target achievement for business
products through proper staff availability, complete training and knowledge and offering full support to
Business Sales account managers
 Identify those staff members who require further training on sales, marketing & customer care, maximization
of customer base for every product/service and coordinate with respective functions to proactively address
training needs
 Manage and analyse customer complaints and propose recommendation to senior management
 Ensure targets and KPIs are cascaded down to each team member level, they are monitored and corrective
action taken
 Work with all stakeholders, including sales support, admin and ASMs to ensure the shops are maintained,
well branded and well merchandised
 Work with the Cluster Manager, Planning team and any external stakeholders to ensure a calendar of
promotions are developed and implemented throughout the year. i.e. Ooredoo shops should be a partner of
mall promotions
 Ensure that the shop achieve its efficiency targets
 Ensure the right staffing is provided to shop as per the efficiency report requirements.
 Ensure teams are active and motivated by planning and developing team activities
 Ensure the OPEX targets are achieved by the store.
 Validate monthly reports on sales, customer visits, customer churn, customer complaints and customer
feedback produced by Assistant Store Managers and develop strategies for corrective actions
 Analyze quarterly CSAT surveys with Cluster Managers and Head of Retail and devise improvement plans to
maintain and enhance market leadership
 Support Cluster Manager in implementing new initiatives within the shops

Role Profile Template

ROLE PROFILE

 Ensure generic promotions are driven through the store and the targets achieved
 Ensure adherence to the administrative requirements in terms of cash and stock.

C. SCOPE & INTERACTIONS

Primary Interactions (Internal / External)
Direct Revenue responsibility : Yes Internal Relationships :
Direct Budget Responsibility : No  cross functional teams
Direct People Management Responsibility : Yes
External Relationships :
 retail Customers of Ooredoo,

D. KEY PERFORMANCE INDICATORS (KPI)

(To measure and monitor the performance of the role in the context of the Section/Department’s activities)
 Target vs Actual for acquisition and revenues
 Staff efficiencies and attendance
 Mystery shopper surveys results
 Manage within operating budget

E. EXPERIENCE, QUALIFICATIONS & SKILLS

Minimum Experience, Essential Knowledge & Skills Minimum Entry Qualifications
 University degree preferably in Business
 10 Years of experience in sales & customer
Administration or equivalent
service preferably in a telecom organization.
 Proven ability to deliver high degree of customer
satisfaction
 Good knowledge of telecoms products and
services
 Good know how of billing and inventory systems
used in store operations
Knowledge about sales and marketing
techniques
Skills:
 Results focus
 Good Team building capabilities
 Customer Orientation
 Team working skills
 Communication

Line Manager : Department Head: Compensation Team

Date: ___/___/____ Date: ___/___/____ Date: ___/___/____

Role Profile Template