Retail Outlet Manager

A leading South African BPO is seeking an experienced Retail Outlet Manager to oversee the day-to-day operations, sales performance, customer experience, and team leadership of a community-based connectivity retail outlet.

The business operates a decentralised model, providing accessible, trusted, and provider-neutral connectivity support to customers regardless of which ISP or fibre network operator they use.

This is a hands-on leadership role suited to someone who is commercially driven, customer-focused, and passionate about building strong relationships within their community.

Role Purpose

The Retail Outlet Manager will take overall responsibility for ensuring the outlet operates efficiently, achieves its sales and performance targets, and delivers a consistently high standard of customer support.

The role involves leading a small team, driving sales growth, resolving customer queries, managing daily outlet operations, and ensuring customers receive professional and impartial support across different connectivity providers.

Key Responsibilities

Sales & Business Growth

• Drive the outlet's sales and revenue targets across participating ISP and FNO partners.
• Convert walk-in customers, referrals, and local leads into successful sales.
• Identify new business opportunities through community events, local businesses, referral networks, and other initiatives.
• Maintain up-to-date knowledge of ISP products, pricing, and promotions.
• Monitor sales activity, conversion rates, pipeline performance, and revenue against targets.
• Coach and support Sales Agents to improve performance and achieve their targets.

Customer Support & Community Engagement

• Manage the end-to-end customer experience for connectivity-related enquiries.
• Assist customers with residential connectivity queries across different ISPs and fibre network operators.
• Provide consistent, professional, and provider-neutral support, regardless of the customer's chosen provider.
• Escalate technical or provider-specific issues through the correct channels and follow up until resolution.
• Handle complaints and challenging customer situations calmly and professionally.
• Build strong relationships with customers and local community stakeholders.
• Establish the outlet as a trusted and accessible source of connectivity support within the community.

Team & Outlet Operations

• Take responsibility for the daily operation of the outlet, including opening and closing procedures, stock, assets, housekeeping, and health and safety.
• Lead, coach, train, and performance-manage a team of up to approximately four staff members.
• Recruit and train Sales Agents in line with the company's requirements and regional structure.
• Ensure new team members complete the required training and competency programme.
• Prepare staff rosters and ensure appropriate staffing during trading hours.
• Maintain the outlet's presentation, signage, and displays to required standards.
• Safeguard company stock, equipment, and other assets.

Compliance & Reporting

• Ensure customer information is captured, stored, and handled in accordance with POPIA and company policies.
• Maintain strict provider neutrality and adhere to all relevant policies and procedures.
• Complete required compliance checklists, incident logs, and operational documentation.
• Submit accurate daily, weekly, and monthly sales, customer support, stock, and operational reports.
• Provide management with frontline insights on customer needs, recurring issues, competitor activity, and local opportunities.
• Support the implementation and adoption of new CRM, digital, reporting, and operational systems.

Requirements

Qualifications & Experience

• Matric / Grade 12 is essential.
• 2–3 years' experience in retail, telecommunications, ISP, sales, customer service, or a similar customer-facing environment.
• Previous experience supervising or managing a small team.
• Experience working toward sales targets and managing basic stock control.
• Experience in the fibre, telecoms, ISP, or connectivity sector is advantageous but not essential, as training will be provided.

Skills & Attributes

• Strong sales and business-development mindset with the ability to close deals.
• Excellent communication and interpersonal skills.
• Strong customer-service orientation.
• Confident leadership and team-management abilities.
• Calm, professional, and solutions-focused when dealing with complaints or pressure.
• Highly trustworthy, ethical, and accountable.
• Basic computer literacy, including email, POS/CRM systems, and reporting tools.
• Adaptable and resilient, with the ability to operate effectively during challenges such as loadshedding and service disruptions.
• Fluent in English plus at least one additional local language relevant to the community served.
• Reliable transport and a valid driver's licence are advantageous.

Working Conditions

This is a full-time, outlet-based position requiring a strong presence on the retail floor. Retail trading hours apply, including weekends and public holidays on a rostered basis.

The role may also involve local community engagement activities and occasional travel to support the opening of future outlets.

How to Apply

If you are an experienced retail, sales, or customer-service leader who enjoys driving results, developing people, solving customer problems, and building strong community relationships, we would like to hear from you.

Please submit your CV and a short motivation letter outlining how your experience aligns with the Sales & Business Growth and Customer Support & Community Engagement aspects of the role.