Branch Manager at MultiChoice

Key Performance Objectives 

Tasks  

Owned Store Sales Performance 

• Own sales targets and performance  
• Drive conversion, upselling, and cross-selling within the store 
• Monitor daily, weekly, and monthly sales performance and implement corrective actions 
• Ensure store teams are proactively selling, not just servicing customers 
• Identify opportunities to increase footfall and conversion 

Customer Experience & Service Operations 

• Oversee servicing functions (technical queries, payments, account support, etc.) 
• Ensure fast turnaround times and high first-time resolution rates 
• Implement and monitor customer service standards and processes 
• Manage customer escalations within the store 
• Balance service delivery with commercial focus 

Trade Activations & Field Sales Execution 

• Plan and execute in-trade activations to drive sales and customer acquisition 
• Deploy store teams into the field for activations (malls, taxi ranks, events, etc.) 
• Coordinate and manage activation agencies and installer partners 
• Ensure activations are well-branded, commercially effective, and ROI-driven 
• Track and optimise performance of all activation activities 

Store Operations & Retail Excellence 

• Oversee daily store operations, processes, and controls 
• Ensure compliance with operational, financial, and brand standards 
• Manage store opening, closing, and audit requirements 
• Drive consistency in store layout, merchandising, and branding 
• Identify and resolve operational inefficiencies 

Stock Management & Availability 

• Monitor stock levels  
• Prevent stock-outs and overstock situations 
• Coordinate with supply chain for replenishment 
• Ensure accurate stock management and controls within the store 
• Manage stock losses and shrinkage 

Team Leadership & Sales Capability 

• Lead, coach, and manage store managers and consultants 
• Drive a strong sales and performance culture within the store 
• Train teams on product knowledge, selling skills, and customer engagement 
• Set clear targets and performance expectations 
• Manage staffing, scheduling, and workforce planning 

Reporting, Insights & Continuous Improvement 

• Track and report on store and activation performance 
• Analyse sales, footfall, and conversion trends 
• Identify improvement opportunities and implement action plans 
• Provide insights to regional leadership to inform strategy 

People Management  

• Lead, coach, and mentor team members to build capability, and drive performance 
• Plan workforce requirements, support recruitment, onboarding, and resourcing in partnership with Human Resources. 
• Identify development needs and related training and capability-building initiatives. 
• Set clear performance expectations, provide ongoing feedback and recognition, and address underperformance through formal processes. 
• Manage grievances and disciplinary issues, in line with company policies. 

Field Team Leadership (if applicable) 

• Provide day-to-day direction and performance leadership to outsourced field resources 
• Monitor productivity, attendance, and execution standards 
• Coach and support field teams to improve sales effectiveness 
• Manage performance issues through vendor engagement and escalation 
• Ensure outsourced teams represent the brand professionally and consistently 

Qualifications 

• Bachelor’s degree in Business, Retail Management, Sales, or a related field
• Postgraduate degree would be advantageous  

Experience  

• 5-8 years’ relevant experience in retail operations, store management, and/ or field sales, with direct accountability for store-level performance
• Proven experience managing a retail location 
• Strong track record in driving sales and operational performance
• Experience in activations, field sales, or below-the-line marketing
• Experience managing agencies or third-party partners is advantageous