Retail Lead: Dar & Coast

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Role Purpose

Retail Lead will be responsible to drive commercial growth, digital adoption, customer experience excellence and franchise performance across an Dar & Coast zone.
The role is responsible for translating commercial strategy into high-impact frontline execution across franchise and flagship retail stores. The role will help evolve retail outlets beyond traditional sales channels into trusted destinations where customers can discover, understand and adopt connectivity, fintech, devices and other digital services.
Reporting to the Zonal EHOD, the successful candidate will deliver ambitious commercial and customer outcomes through data-led decision making, strong franchise partnerships, disciplined execution and seamless omnichannel experiences. The role requires a candidate who combines commercial acumen, digital fluency, customer obsession and the ability to influence performance through partnership.

Roles & Responsibilities

• Drive delivery of zonal sales, revenue, margin, quality-connection, active-customer, usage and retention targets across franchise and flagship shops.
• Grow a balanced portfolio spanning voice, data, devices, home and fixed propositions, fintech and other digital services, with focus on customer lifetime value.
• Champion the transformation of stores into technology and digital-services destinations, including adoption of approved digital sales, assisted-service and self-service tools.
• Use dashboards, customer insights, retail analytics and market intelligence to identify trends, improve conversion, prioritise interventions and unlock local growth opportunities.
• Lead controlled pilots and test-and-learn initiatives for new products, digital journeys, automation and shop formats, capturing lessons and supporting successful scale-up.
• Deliver simple, inclusive and high-quality omnichannel customer journeys, strengthen first-contact resolution and support customers with different levels of digital confidence.
• Build high-performing franchise partnerships through clear expectations, regular governance, coaching, capability development and timely corrective action.
• Ensure strong operational execution, including stock, devices, SIMs, and M-Pesa float availability, system readiness, audits, reconciliations and brand standards.
• Embed customer consent, responsible selling, data privacy, cybersecurity awareness, fraud controls, regulatory compliance and ethical conduct in daily retail operations.

Qualification & Exprience: