HEAD OF CELCOMDIGI LIFESTORE

Job Description

The Head of Flagship Stores is responsible for the end-to-end leadership, performance, and brand execution of flagship retail locations. This role ensures each store delivers exceptional customer experiences, drives premium product and service adoption, showcases the company’s or partner’s latest technology, and sets the standard for operational excellence across the retail network. The role requires strong commercial acumen, people leadership, creativity and innovative mindset, and the ability to translate brand and sales strategies into outstanding in-store experiences.

Responsibilities

1.Strategic Leadership

• Develop and execute the flagship retail strategy in alignment with overall retail and brand objectives.
• Position flagship stores as innovation and experience hubs for the company.
• Drive cross-functional partnerships with Sales & Retail, Consumer Business, Enterprise Business, Innovation, CX, and other relevant divisions.

2. Commercial & Sales Performance

• Own sales and service KPIs across the flagship stores (e.g., High-value postpaid and fibre activations, contracting device sales, accessory attach rate, cross-sell & upsell – value added services).
• Analyze store performance data, identify trends, and develop action plans to optimize results.
• Implement premium selling practices and ensure consistency across all locations.
• Drive optimal profitability of the flagship stores.

3. Customer Experience Excellence

• Ensure high-quality customer journeys, from greeting to resolution.
• Champion CSAT/NPS improvements and manage escalations for high-value customers.
• Plan and oversee in-store events, demos, and experiential zones that highlight new devices, 5G capabilities, IoT products, and digital services.

4. Store Operations & Standards

• Ensure best-in-class operational standards, including inventory control, merchandising, compliance, health & safety, and store readiness.
• Implement operational frameworks and ensure consistency across all stores.
• Oversee visual merchandising execution in collaboration with in-store experience teams.

5. People Leadership & Culture

• Lead, mentor, and develop Retail Leads and their teams.
• Build a high-performance culture focused on customer-first behaviors and commercial excellence.
• Manage staffing, training, and succession planning.

6. Innovation & Insights

• Pilot new retail technologies and customer engagement tools.
• Gather customer and market insights to inform product, network, and retail strategy.
• Continuously enhance the flagship experience to match global telco and tech-retail benchmarks.

Requirements

Qualifications & Experience

• Bachelor’s degree in Business, Retail Management, Marketing, or related field.
• 8–10+ years of retail management experience, including multi-store leadership; telco, electronics, or premium retail experience strongly preferred