• Drive and ensure effective implementation of Customer Experience plans/ projects in the branch • Drive and effectively run daily debrief sessions • Ensure target achievement of all sales teams & NPS in the branch / store • Efficiently manage assigned store / branch and ensure complaints, problems and requests are resolved per agreed timelines • Prepare weekly stock monitoring sheets • Prepare weekly reports (CLF, Inventory, Sales, Performance Management) • Drive and support all companywide business initiatives in the assigned branch / store • Plan workloads and rota for the team • Ensure prompt settlement of branch bills by MTN where applicable • Coach to ensure right behaviours are lived for Closed Loop Feedback • Perform relevant duties that may be assigned by the SCOM / Regional Manager • Liaise with other stakeholders to achieve business objectives • Management of frontline staff & Third-Party agents in the branch • Manage wait time and transactional time in the branch per service level agreement • To manage relationships and nurture synergies with the supporting business units • Manage the Connect Store and ensure alignment to High Value Customer strategies or alignment to High Value Customer corridors. • Implement appropriate strategies to manage risk within the Company risk appetite parameters.

• Bachelor’s degree in Business Administration, Social Sciences or any other relevant field. • Experience: • At least 4 years’ experience in a service environment • Good knowledge of sales and retail Industry trends, best practice retail and service principles. • Training: • Sales and Customer Service. • Introductory Project Management • Report Writing. • Skills/Physical Competencies: • Customer Care Principles & Techniques • Computer Skills • Stress Management • Problem Solving, Flexibility • Communication Skills • Coordinating Techniques • Interpersonal skills • NB: Female applicants are strongly encouraged to apply. In compliance to the Data Protection & Privacy Laws of Uganda, MTN Uganda will use your application documents for purposes for which they were intended for.