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Job Category: 
Sales & Distribution
Al- Khartoum
Job Summary: 
Retail Territory Manager, herein will refer to as RTM that shall Lead teams of agents to provide excellent customers services and experiences with high operational quality deliverables by properly handling all operational KPIs for customer’s interactions and transactions incompliance with the applied best practice, processes and procedures. The RTM should have to show very high standards, skills and competencies in his/her role as effectively supervise lead and direct, gauge and control teams quality deliverables and output as to drive better performances and constantly monitor the same as to achieve the set divisional business objectives and KPIs. • This position has a direct impact on MTN perceived image and in the minds of the customers.


    1. To ensure that operational processes and procedures across all shops under his/her Territories are correctly interpreted, property maintained and effectively administered by all teams & team leaders.
    2. To control and follow up the daily tasks distribution among the assigned shops in the area
    3. To follow-up shops KPIs by taking appropriate corrective action as to develop and fix performances.
    4. Communicate, liaise and coordinate with other departments to insure implementing of management set plan /targets
    5. To ensure appropriate preventive and corrective action in maintain standards of quality and subscribers’ satisfaction.
    6. To follow up over all shops quality deliverables such as but not limited to service complaints, including Sys errors, SIMs, customer complaints in order to deliver excellent customer service / products & services to the customers.
    7. To report to the Retail Regional Manager any alarming complaint, case and valuable information related to operational quality deliverable for operations enhancement /operational trouble shooting.
    8. To have Ongoing Coaching, development and monitoring for staff knowledge and skills levels   as to Make sure they perform with the required excellent customers’ experience and high competencies levelling
    9. To generate daily, weekly / monthly / quarterly and annually statistics reports related to operational and sales KPIs and metrics for healthy check and keep your teams and line management informed by their & your assigned shops progress in regard to the set monthly, weekly and daily business targets in all KPIs.
    10. To insure shops under his/her assignment are profitable on monthly basis
    11. To Ensure MTN information, confidentiality, compliance, ethics and security policies are duly implemented by trade partners’ teams and to make sure that all physical assets and document are saved and maintained as per the company applied policies.
    12. Be responsible for maintaining the information security of  MTN physical or information assets that they access, use, or manage as per the company policies


    1. To monitor shops functional activates and daily operation.
    2. To audit and evaluate shops performance in his /her assigned Territories and to ensure all tasks are duly in place and regularly applied.
    3. To check and update the distributor details, contracts & Delegate person information are valid and manage good and productive professional relationship as per terms and condition of our mutual contractual business partnership as per operational level
    4. To deliver the whole sales goods to the distributor with stamped invoice generated from IFS & Send the original Doc. To finance & archive the hard copies.
    5. To audit Operational Terms Service Level Agreement. with trade partners
    6. To manage the assigned shops target in his /her area KPIs (look & feel, sales, Quality, customer experience).
    7. To make periodically audits for assigned shops.
    8. To make sure that Retail Shop selection & roll out are achieved in his/her area based on the agreed criteria.
    9. To manage MTN partner’s relations.
    10. To make sure of shops sustainability and availability such as to make sure of stock levels-alternative power but not limited to –
    11. To make regular visit to his/her assigned shops and audit their operational KPIs as per the approved evaluation forms and make the required corrective actions as per level of authorisation /otherwise proper and effective escalation as per the approved processes in this regard,
    12. To perform Ad-Hoc duties as assigned by management.
Job Requirements: 
• Bachelor Degree in Business Administration or equivalent • Minimum 2-3 years of relevant working experience
Required Skills: 
• Able to maintain confidentiality as related to subscriber’s data. • Initiative person • Time management skills • Report writing skills • Excellent communication skills
Closing Date: 
Monday, November 28, 2022