Job Summary
Execute the Etisalat Franchise Strategy and ensure alignment with the overall retail strategy of acquisition of higher value subscribers and delivery of exceptional customer experience
Manage the Franchise operations and performance whilst ensuring adherence to quality standards, Policies and processes
Principal Functions
Identify suitable locations for Franchise Experience Centres and evaluate potential opportunities, preparing the requisite business cases for management approval
Ensure the proper execution of Franchise Rollout objectives
Ensure timely implementation of Franchise store rollout programs according to set targets
Monitor the performance of the Franchise Experience Centres and evaluate the profitability of the Franchise Experience Centres monthly, quarterly and yearly
Support Franchisees in the development of tactical initiatives to drive footfall and sales into the Franchise Experience Centre
Ensure the development and deployment of risk management profiles and early warning procedures/mechanisms to ensure the protection of Etisalat interests and mitigate risks for the Franchisees
Manage the integration of the Franchise strategy with the overall Consumers Sales & Service strategy
Integrate activities of various departments (retail marketing, customer care, supply chain, finance and segments) to support the smooth running of the Franchise Experience Centres
Facilitate and co-ordinate the selection process for Franchisees and ensure it is in line with the laid down procedures.
Ensure compliance with Franchise and Service Level Agreements
Maintain awareness of market trends, customer needs and competitor initiatives and devise strategies to optimally utilize market opportunities within the franchising space
Co-ordinate the various internal departmental activities to support rollout of Franchise Experience Centres
Liaise with Retail Sales Operations on Franchise Store activity reporting
Manage 3rd party relationship and requirements
Manage the interface with the Regional Retail Sales, Retail Marketing, Customer Experience, and Customer Care and Support teams
Implement Franchise support and execution capability within Etisalat
Manage the 3rd party relationship and requirements.
Manage escalation and resolution of Franchise operations issues
Advise internal stakeholders on direction and policy towards Franchise Strategy and Rollout
Advise the owner operator on the varied issues that affect Franchise operations, performance and profitability
Ensure the integration and proper alignment of Etisalat and Franchisee organizations
Educational Requirements
First degree or equivalent in a relevant discipline.
Experience, Skills & Competencies
6-8 years experience in telecoms retail operations or FMCG Industry with at least 3 years in a supervisory role.
Proven experience in Small Scale Enterprise Business models, financial management and profitability
Professional qualifications and training in Project Management (P.M.P or PRINCE2) is mandatory
Good Knowledge of the telecoms retail industry.
Proven experience in implementing store rollout programs,
Proven experience in developing policies, procedures and methodologies
Highly developed verbal and written communication skills; excellent communicator with strong presentation and facilitation skills.
Strong interpersonal and leadership skills
To apply for this position, visit Etisalat’s career portal
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