Mission:
The Shop Supervisor is responsible for managing Vodafone’s retail shops in Port-Vila, ensuring strong sales performance, excellent customer experience, and efficient daily operations. This role requires a dynamic leader with proven retail management skills, capable of motivating teams, meeting sales targets, and maintaining Vodafone’s brand standards.
Job Description
Responsibilities:
1. Customer Experience & Sales Leadership
Lead shop teams to deliver outstanding customer service and exceed expectations.
Ensure efficient and timely processing of customer requests and resolve disputes effectively.
Drive sales activities to achieve monthly and annual targets.
Mentor and coach sales staff, providing continuous training and support.
Identify new sales opportunities and implement initiatives to grow revenue.
Build long-term customer relationships and strengthen loyalty.
Monitor competitor activity and market trends to improve services and offers.
Continuously improve customer service workflows for efficiency and satisfaction.
Oversee accurate data entry and maintenance of the customer database.
2. Team Leadership & Operations
Supervise multiple retail outlets in Port-Vila, ensuring consistency across shops.
Maintain a clean, organized, and professional retail environment reflecting Vodafone’s standards.
Foster teamwork, collaboration, and a positive working environment.
Enforce company policies, dress code, and attendance standards.
Manage schedules and staffing levels to ensure smooth operations.
Provide feedback and performance reviews to support staff development.
Take on additional responsibilities to meet operational needs and contribute to store success.
3. M-Vatu & Digital Services
Lead the implementation and monitoring of M-Vatu and other digital financial services.
Track progress against KPIs and ensure customer onboarding targets are met.
Analyze data and metrics to measure adoption and identify improvements.
Prepare regular reports with findings, recommendations, and action plans.
Desired Skills and Experience
Competences:
1. Knowledge
Bachelor’s degree in business administration, Marketing, or related field (preferred).
Strong knowledge of retail sales, customer service, and marketing principles.
Understanding of customer relationship management and sales strategies.
2. Skills
Excellent communication skills (both written and verbal) to effectively interact with customers and staff.
Proven track record of exceeding customer expectations through outstanding customer service.
Sales experience is a plus.
Strong leadership, communication, and coaching skills to guide and motivate your team.
Ability to manage and inspire a team to achieve goals.
Excellent analytical and problem-solving skills to address challenges and identify solutions.
Detail-oriented with a commitment to accuracy and efficiency in all tasks.
Working knowledge of relevant internal practices and procedures for efficient store operations.
Valid driver's license.
3. Personal characteristics
Fluent in English and Bislama, with a basic understanding of French an asset.
Ability to work effectively under pressure and manage stress in a fast-paced environment.
High level of integrity and honesty.
Innovative and driven to find creative solutions and improvements.
Ambitious and competitive spirit with a desire to excel.
Strong work ethic and commitment to delivering results.
Proactive and reliable with a positive and energetic attitude.