Head of Retail Operations – Bboxx Energy Access Nigeria Limited

Job Description

Bboxx Energy Access Nigeria Limited is seeking an experienced Head of Retail Operations to lead and manage its retail energy operations nationwide. This role is responsible for overseeing end-to-end retail activities, ensuring operational excellence, strong customer experience, and sustainable revenue growth across all retail channels.

Key Responsibilities

• Oversee daily retail operations across physical outlets, agents, partners, and digital platforms
• Ensure efficient delivery, installation, activation, maintenance, and after-sales support of renewable energy solutions
• Collaborate with Sales and Marketing teams to drive customer acquisition, retention, and upselling initiatives
• Monitor sales performance, revenue targets, conversion rates, and channel effectiveness across regions
• Own the full customer journey, ensuring timely resolution of escalated issues and high customer satisfaction
• Develop, implement, and monitor SOPs, service quality standards, and operational benchmarks
• Optimize operational processes to improve efficiency, reduce costs, and scale operations sustainably
• Lead, coach, and manage retail operations teams, setting clear performance targets and accountability structures

Requirements & Qualifications

• Bachelor’s degree in Engineering, Business Administration, Operations Management, or a related field
• Master’s degree (MBA or equivalent) is an added advantage
• 8–12 years of experience in retail or operations management
• Minimum of 5 years in a senior leadership role
• Experience in renewable energy, utilities, telecoms, FMCG, or infrastructure-driven retail environments is highly desirable
• Strong background in managing multi-location or field-based operations
• Proven ability to manage budgets, KPIs, and performance improvement initiatives