South and North malawi
posted. 2d ago
Employment type: Full-time
closing date: June 15, 2026
Vacancy at TNM
Position: Retail Shop Manager
Location: South and North malawi
Reporting to the Customer Experience Director, the Retail Shop Manager will be responsible for the formulation and coordination of the Customer Experience Management strategy including the establishment of the channel design, site build and configuration and set up; establish and manage relationships within the franchise trade channel to ensure efficient and effective service delivery; to maintain
high standards of customer experience and ensure growth in business volume, value and brand pres-
ence/visibility in all network areas.
Key roles and Responsibilities
- Manage Customer Experience Division Operations Plan and Strategy.
- Monitor service delivery levels at TNM Shops to ensure that service is within the agreed SLAs, OLAs
- Develop TNM Shop Operational Standards, Service Standards, TNM Policies and Procedures.
- Implement and maintain an end-to-end customer relationship system (CRM) and Business Sys-
- tems.
- Analyze and project customer services requirements for TNM Retail Shops.
- Provide financial management and control by ensuring that all shops adhere to set standards.
- Increase shop profitability through increase in outlets and consumer merchandise distributed.
Educational and Professional Requirements
- First degree in Marketing, Business Administration, Accounting, Operation management or equiva-
- lent is essential and Chartered Institute of Marketing (CIM) is desirable.
- Ability to lead and motivate a growing and changing service operation.
- Excellent planning, organizing and prioritizing skills.
- Excellent decision making / problem solving capabilities.
- Well-developed computer knowledge, particularly in the use of Microsoft system.
- Familiar with project management principles and practices as well as Customer Relationship Man-
- agement (CRM) system.
- Excellent communication and interpersonal skills as well as critical thinking capabilities.
- 4-6 years' experience in customer service, and customer relationship management with a focus on
- telecommunication if possible.
Application
Interested applicants should send the application letters together with curriculum vitae through an
email to the following address, indicating their preferable job location.
The Human Resources and Administration Director
TNM Plc
Livingstone Towers
P.O Box 3039
Blantyre
The application letters should not be received later than 15th June 2026.