Territory Manager, Retail

JOB PURPOSE

• Accountable for financial and operational performance of fuel and shop business within the territory to achieve excellent Financial, Customer and HSSE targets.
• Implement new programs and initiatives for the overall Retail business to drive continuous improvement to ensure the business remains competitive in all areas (facilities, design, image, offers, service) in the marketplace.
• Develop and manage a partnership and relationship with retailers by providing value added business consultancy expertise in the areas of marketing, customer service, site controls, fuel and mart operations, safety, security and staff management with the aim to maximise profit of each site.
• Audit stations for compliance with Retail Operating Standards which covers the entire business operations including site and facilities cleanliness, tidiness, customer service, stock loss and HSSE.
• Check for compliance with all Federal and State regulations and directives.
• Check to detect signs of unexplained stock loss to ensure no product leak.
• Coach, motivate and develop retailers, station managers and site staff to deliver retail operational excellence based on customer complaints and Mystery Motorist audits.
• Ensure and review mart planograms are following standards.
• Review site operations, business trends and local area competition to identify opportunities for sales growth.
• Conduct market intelligence of competitors and report to Line Manager together with recommended actions.
• Actively promote culture of customer responsiveness among dealers and site staff to drive consistent delivery of excellence customer service.
• Monitor, investigate and resolve all customer complaints which cover a wide range of issues from service, product contamination, equipment failure and fraud.
• Provide continuous improvement in Retail facilities, image and offers and formulation of business strategy and operating procedures to ensure the business remains competitive in the marketplace.
• Collaborate with retailers to organize community fencing activity for building good customer relationship with surrounding neighborhood area.

Qualifications

• Degree holder in Marketing / Business / Economic / Engineering related field or Equivalent
• Experience in business management/knowledge in retail service station environment or equivalent.
• Business Analysis
• Business Continuity.
• Accounting.
• Contract management.
• Risk Assessment & Project management.
• Customer Relationship Management
• Procurement

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