Head of Retail Operations at Bboxx Energy Access Nigeria Limited

BBOXX is generating impact by improving customers’ quality of life through the provision of affordable, clean and reliable energy solutions. Today, we offer pay-as-you-go solar power. Our aim is to expand rapidly to provide other modern utility services, such as cooking, internet access and water. We are constantly searching and realising innovative solutions to provide the best value services to our customers.

We are recruiting to fill the position below:

Job Title: Head of Retail Operations

Location: Alausa / Ikeja, Lagos
Employment Type: Full-time
Reports To: Managing Director

Role Overview

• We are seeking a highly experiencedHead of Retail Operationsto lead and oversee the retail function in Nigeria.
• The successful candidateis responsible for end-to-end management of retail energy operations, including customer experience, sales execution, service delivery, billing support, field operations, and performance optimization across all retail touchpoints.

Key Responsibilities
Retail Operations & Service Delivery:

• Oversee day-to-day retail operations across all customer channels (physical outlets, agents, partners, and digital platforms).
• Ensure seamless delivery of renewable energy solutions to residential and small commercial customers.
• Develop and enforce operational standards, SOPs, and service quality benchmarks.
• Manage installation, activation, maintenance, and after-sales support workflows.

Sales & Revenue Enablement:

• Work closely with Sales and Marketing teams to execute retail growth strategies.
• Drive customer acquisition, retention, and upsell of renewable energy products.
• Monitor sales performance, conversion rates, and revenue targets across regions.
• Optimize pricing, promotions, and channel effectiveness.

Customer Experience & Relationship Management:

• Own the end-to-end customer journey, from onboarding to ongoing service.
• Resolve escalated customer issues and ensure timely complaint resolution.
• Implement customer feedback mechanisms and improvement initiatives.
• Drive a high Net Promoter Score (NPS) and customer satisfaction levels.

Operational Efficiency & Cost Control:

• Optimize operational processes to reduce costs and improve turnaround time.
• Manage budgets, operating expenses, and resource allocation.
• Identify automation and technology opportunities to scale operations.
• Track KPIs and performance metrics to drive continuous improvement.

People & Performance Management:

• Lead, coach, and develop retail operations teams.
• Set clear performance targets and accountability frameworks.
• Build a culture of ownership, safety, compliance, and service excellence.
• Ensure adequate workforce planning and capacity management.

Educational Requirements

• Bachelor’s degree in engineering, Business Administration, Operations Management, or related field.
• Master’s degree (MBA or equivalent) is an added advantage.

Experience:

• 8–12 years of experience in operations or retail management.
• At least5 years in a senior leadership role.
• Experience inrenewable energy, utilities, telecoms, FMCG, or infrastructure-driven retail environmentsis highly desirable.
• Strong exposure to multi-location or field-based operations

Application Closing Date
Not Specified.