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Direct Channel Manager / 3 weeks, 2 days ago

16Street Sinkor, Liberia,

Salary: Negotiable

Application ends: March 17, 2026

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Overview & Description:

The Direct Channel Manager is responsible for leading and optimizing all direct retail and satellite sales operations to ensure superior customer experience, revenue growth, and operational compliance. The role oversees Direct Channel Supervisors, POS Representatives, and retail processes across multiple locations, ensuring consistent service standards, sales performance, stock management, and financial accountability in line with company policies and strategic objectives.
The position combines commercial performance management with operational excellence and customer service leadership.

Responsibilities:

Direct Channel Operations Management:

• Supervise Direct Channel Supervisors and POS Representatives across all retail and satellite sales locations.
• Ensure consistent delivery of high-quality customer service aligned with company standards.
• Monitor daily store operations, staffing, and performance across locations.
• Ensure adherence to operational policies, procedures, and retail standards.
• Conduct regular field visits to monitor service quality and compliance.

Sales & Revenue Performance:

• Drive achievement of sales targets (SIM sales, devices, FTTH subscriptions, value-added services, mobile money, etc.).
• Monitor daily, weekly, and monthly revenue performance across direct channels.
• Implement sales initiatives and promotional campaigns in coordination with Marketing.
• Identify opportunities to increase upselling and cross-selling.
• Ensure optimal execution of pricing and promotional offers.

Customer Experience & Service Excellence:

• Ensure every customer receives outstanding service in a professional and welcoming environment.
• Monitor customer complaints and ensure timely resolution.
• Track customer satisfaction metrics and implement improvement initiatives.
• Ensure staff maintain strong product knowledge and service etiquette.

Stock, Merchandising & Asset Management:

• Oversee stock levels, replenishment, and inventory accuracy. • Ensure proper merchandising, signing, and promotional material display.
• Monitor stock variances and enforce loss prevention measures.
• Ensure secure handling of devices, SIM cards, and cash assets.

Financial & Compliance Control:

• Ensure accurate POS transactions and cash register accountability.
• Monitor daily cash reconciliation and financial reporting.
• Enforce internal controls to prevent fraud and losses.
• Ensure compliance with company policies and audit requirements. 

Team Leadership & Development:

• Lead, coach, and develop direct channel teams to improve performance.
• Conduct performance reviews and monitor KPIs.
• Identify training needs and support staff capability development.
• Foster a high-performance and customer-centric culture.

Key Performance Indicators (KPIs):

• Sales Revenue Achievement (%)
• Gross Additions (SIMs, Devices, FTTH, etc.)
• Upsell/Cross-sell Conversion Rate
• Average Revenue per Outlet

Requirements:

Education:

• Bachelor’s Degree in Business Administration, Marketing, Management, or related field. Master is an added advantage.

Experience:

• Minimum 8–10 years of experience in retail operations, telecom sales, or custome service management.
• Proven experience managing multi-site retail or sales operations.
• Strong knowledge of POS systems and retail financial controls.
• Basic understanding of telecom products and services.
• Proficiency in MS Office, particularly Excel.

Additional Information:

Preferred Competencies 

A. Professional Competencies

• Communication & Reporting Skills.
• Retail & Sales Operations Management
• Revenue & Performance Analysis
• Inventory & Stock Management
• Financial & Cash Control
•  Project & Campaign Execution

Behavioral Competencies

• Teamwork and Cross-functional Collaboration
• Customer-Centric Mindset
• Leadership & Team Development
• Communication Skills
• Problem-Solving & Decision-Making
• Accountability & Integrity

How to Apply:

Please submit via email your letter of application along with your recent curriculum vitae as well as copies of your academic credentials to [email protected]

Please note the following:
▪ Only short-listed candidates will be contacted
▪ Female applicants are highly encouraged to apply.

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