Head of Retail Operations & Sales (Downstream)

The successful candidate will be responsible for leading the entire Company’s retail outlets’ operations management, expansion drive, and optimization. You will oversee the complete retail operations and sales of MEA’s high volume retail fuel stations; and ensuring exceptional customer service, operational efficiency, safety compliance, and profitability while leading a team of retail associates across all regions. This role will also involve developing strategies for expanding the retail station networks across the regions, managing dealer networks, implementing marketing strategies, and maintaining strong relationships with industry regulatory bodies. Securing of Profitable Retail Stations & Business Development Activities: Actively source and secure high potential retail stations in strategic locations for company acquisition/leasing with a minimum performance target of 15 retail stations by the end of Q4 2025., while new performance targets will be set for subsequent years. Perform market intelligence on choice locations to facilitate the company brand image. Perform profitability analysis on new locations. Prepare and monitor budgets in accordance with retail expansion forecasts. Recommend innovative ways to increase sales and last-mile delivery to customers. Operations Management: Manage and oversee daily retail station operations ensuring compliance with company policies, procedures and regulatory requirements. Ensure 100% product availability (fuel, AGO, lubricants, LPG) with proper inventory management. Manages the daily Product Programming (Replenishment) Request for all Retail Stations Monitors retail stations’ inventory reports to ensure products are always available at Retail Station and accounted for (i.e., overages / shortages explained). Ensures that Stations are adequately and promptly funded to meet their daily operational expenses. Implement visual merchandising standards for the convenience store. Oversee equipment maintenance (dispensers, tanks, POS systems). Manage shift scheduling for 24/7 operations. Ensure professional excellence in customer service delivery at all retail stations. Financial Performance: Achieve monthly sales targets for fuel and non-fuel products. Control operational costs (energy, shrinkage, labor) within budget. Establish daily cash management and banking procedures. Analyze sales reports to identify growth opportunities. Team Development: Recruit, train, and supervise station supervisors and attendants in all stations as may be required. Conduct weekly team meetings and performance reviews. Drives the training of station staff towards ensuring compliance with defined operations, service, and safety standards. Implement incentive programs to drive sales performance. Customer Service: Implements measures to effectively track and address Retail Customer feedback and complaints. Maintain NPS (Net Promoter Score) above industry benchmark. Provide exceptional customer service and ensuring customer complaint