• Application Deadline:
• Position: Head of Retail Operations



• Job Type Full Time



• Qualification BA/BSc/HND , MBA/MSc/MA



• Experience 8 - 12 years



• Location Lagos




• Job Field Sales / Marketing / Retail / Business Development 
  
  

Role Overview

• We are seeking a highly experiencedHead of Retail Operationsto lead and oversee the retail function in Nigeria.


• The successful candidateis 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.

Key Responsibilities

 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.

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.

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 a high Net Promoter Score (NPS) and customer satisfaction levels.

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.

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.

Educational Requirements

• Bachelor’s degree in engineering, Business Administration, Operations Management, or related field.


• Master’s degree (MBA or equivalent) is an added advantage.

Experience:

• 8–12 years of experience in operations or retail management.


• At least5 years in a senior leadership role.


• Experience inrenewable energy, utilities, telecoms, FMCG, or infrastructure-driven retail environmentsis highly desirable.


• Strong exposure to multi-location or field-based operations