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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:

• A bachelor's degree or advanced diploma in Business, Sales, Marketing, Retail Management, Technology, Digital Commerce or a related discipline.
• At least three years of relevant experience in retail, sales, channel, franchise, fintech, digital services or customer operations, with evidence of target delivery and partner influence.
• Strong commercial judgement and practical experience in retail sales leadership, customer journey management, channel execution, negotiation and partner management.
• Digital fluency and an understanding of fintech and digital services, supported by confidence in using dashboards, analytics, CRM, digital sales or business-intelligence tools.
• The ability to interpret performance data, identify root causes and translate insights into focused commercial and operational action.
• Strong planning, prioritisation, problem-solving, stakeholder management, presentation and change-leadership capability.
• A high level of integrity, with sound awareness of responsible selling, privacy, fraud, cybersecurity, regulatory requirements and operational controls.

Not a perfect fit?

Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about empowering people and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to still apply as you may be the right candidate for this role or another opportunity.

Who we are

We are a leading international Telco, serving millions of customers. At Vodafone, we believe that connectivity is a force for good. If we use it for the things that really matter, it can improve people's lives and the world around us. Through our technology we empower people, connecting everyone regardless of who they are or where they live and we protect the planet, whilst helping our customers do the same.

Belonging at Vodafone isn't a concept; it's lived, breathed, and cultivated through everything we do. You'll be part of a global and diverse community, with many different minds, abilities, backgrounds and cultures. ;We're committed to increase diversity, ensure equal representation, and make Vodafone a place everyone feels safe, valued and included.

If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, please refer to https://careers.vodafone.com/application-adjustments/ for guidance.

Together we can.