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Job Description

ZAIN5688 - Franchise Developer

About Zain Saudi Arabia:

Zain KSA is the newest player in Saudi Arabia’s mobile telecommunications market, having commenced commercial operations in August 2008. As of 31 March 2018, the operation served 8.4 million customers and had extended its network coverage to 92% of the population via a network of over 8,717 sites. Through its state-of-the-art 4G LTE network, the ever-evolving operator is striving to become the Kingdom’s preferred choice for voice, data and other telecommunications services. Through constant development of the telecommunications infrastructure and proactive marketing initiatives, Zain remains committed to offering customers in Saudi Arabia the most dynamic products and services. The basis of Zain Saudi Arabia’s achievements lies in the company’s ability to inspire its employees to deliver the best and most imaginative services at every level. With an energetic and inspired majority-Saudi workforce, the company is committed to employing high caliber people as well as nurturing the finest Saudi talent. With a strong human resources and training program that develops and nurtures leaders in the workplace, the company has consistently opened new doors for its dedicated staff. For more on Zain KSA please visit


The jobs in this level are responsible for maintaining effective relationships with current and potential customers, ensuring customer complex queries’ resolution and selling Zain products and services to meet customers’ needs and requirements. . They handle cash collection, stock allocation and re-allocation and warehouse management activities. They are also responsible for managing assigned franchise shops and provide needed motivation to achieve sales targets and business objectives. The senior consultant is required to handle all supervisor responsibilities during his absence and can handle the maintenance of ZAIN devices and Handset if the coordinator not in duty.



  • Implement Retail Sales policies and procedures.                               

  • Carry out assigned activities in specified area with minimal direct supervision.                                    

  • Manage store/ kiosk operations in the absence of Flagship/ Kiosk Manager/ Supervisor.

Customer Service:

  • Manage store/ kiosk operations in the absence of Flagship/ Kiosk Manager/ Supervisor.                                 

  • Interact with clients to introduce and sell Zain products in line with Retail sales plan and tactics in order to meet set individual sales/profit targets.                                

  • Understand clients’ needs and assist them in selecting appropriate Zain’s products and services ensuring their satisfaction.                                       

  • Carry-out up-selling and cross-selling when possible to provide clients with complete packages and increase Zain’s revenue.                                

  • Resolve customers’ complex questions/issues and ensure efficient service delivery and timely resolution.                                               

  • Handle and serve Business Customers, HVC and VIP at flagships.                                

  • Coordinate with Zain’s retail customers/clients and provide after sales services, in order to increase the revenue, share of repeat customers.

Technical Support:

  • Provide products and services complex technical support to walk-in customers (i.e. mobile configuration, bundle usage, devices, etc.)                                       

  • Capture unsolved customer problems/ issues, and escalate through Remedy system or hotline to ensure a concise resolution.


  • Archive customer/client file accurately and make sure it is updated at all times to ensure compliance with set regulations and to facilitate future correspondences initiatives.                                 

  • Maintain the highest levels of Flagship/ Kiosk cleanliness and products display in order to reflect targeted look and feel and preserve Zain's image.                                         

  • Escalate shortages in products and marketing material for store replenishment in a timely manner to ensure business continuity.                                       

  • Generate daily status reports on sales trends, closings, follow-up, etc. and report it to Flagship/ Kiosk Supervisor.

Flagship Support Coordination:

  • Manage store/ kiosk warehouse, monitor stock levels, and coordinate stock replenishment needs with Flagship Manager/ Kiosk Supervisor to mitigate the risk of stock shortages                                            

  • Develop stock report and update on daily basis to ensure availability for on hand utilization in coordination with Sales Operations                                   

  • Receive and handle opening and closing forms pertaining to cash collection, remaining stock, EVD receipts, bank receipts, etc. and submit to Flagship Manager/ Kiosk Supervisor for validation and approval                                               

  • Coordinate with Finance team on a daily basis for the delivery of collected cash

Franchise Shops Development:

  • Carry out daily visits to assigned franchise shops and supervise operations to ensure work continuity                                       

  • Review and report on franchise shops conditions in order to ensure that agreed criteria are met                                

  • Monitor franchise shops stock replenishment system and make sure all shops are well served at all times                                               

  • Report on franchise partners' violation with solid evidence (i.e. closed shops, stock shortages, staff shortages, and fraud cases)                                              

  • Measure sales performance on a weekly and monthly basis, identify achievements and weaknesses and seek Area Manager’s opinion for improvement ideas                                

  • Solve basic and simple issues and problems identified in a timely manner not to affect sales targets; seek Area Manager’s support when needed                                            

  • Archive all sales activation documents of assigned franchise shops to ensure traceability and compliance with set regulations                                 

  • Monitor and assess Franchise Customer Consultants performance and coordinate with Sales Operations for training material delivery as and when required                                

  • Identify high potential employees in the franchise shops for insourcing purposes

Teamwork and Cooperation:

  • Support Customer Consultants, provide guidance/ training and resolve escalated issues                                 

  • Liaise with other team members to build effective working relationships and identify synergies


  • Bachelor's Degree in Business Administration, Sales, Marketing or equivalent.
  • A minimum of 4 years of relevant experience with at least 1 year in a similar role.
  • Saudi National. 


Behavioral Competency               Level

Customer Orientation                    Intermediate

Teamwork and Cooperation        Intermediate

Initiative                                             Basic


Technical Competency                 Level

Communication Skills                     Basic

Office Administration                     Basic


Zain Saudi Arabia

Job Group



Riyadh - Saudi Arabia

Contract Type

Full Time

Closing Date


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