MINISTRY OF INFORMATION, COMMUNICATIONS, SCIENCE, TECHNOLOGY AND INNOVATION
EXTERNAL CIRCULAR NOTICE NO. 2 OF 2025
CM/CIR/2
Applications are invited from suitably qualified local candidates for the following position:
MINISTRY:
Information, Communications, Science, Technology and Innovation
DEPARTMENT: Postal Services
TITLE: Retail Service Manager (1)
RESPONSIBLE TO: Director Operations
LOCATION: Maseru
JOB SUMMARY
To lead and oversee the entire retail network of postal outlets, ensuring consistent service quality, efficient operations, revenue growth, and compliance with national postal regulations and Universal Postal Union (UPU) standards.
MAIN DUTIES
1. Strategic Retail Operations Management
- Plan, coordinate, and monitor the activities of all postal retail outlets across the network
- Develop strategies to increase customer satisfaction, foot traffic, and sales of postal and non-postal products
- Ensure each outlet operates efficiently and profitably while meeting performance targets
- Implement UPU-compliant processes for mail handling, parcel services, EMS, Philately, and financial transactions
- Conduct departmental budgeting and implementation
- Plan product roadmaps, set achievable goals, and ensure alignment with broader business objectives
2. Revenue and Business Development
- Introduce new retail products and services in line with market trends and customer needs
- Develop and implement promotional and marketing campaigns to drive revenue
- Monitor and analyze sales performance across outlets and adjust strategies accordingly
- Periodically review business products and services to assess and weigh their business rationale
3. Customer Experience Enhancement
- Establish customer service standards and monitor adherence across all retail branches
- Oversee the resolution of escalated customer complaints promptly and professionally
- Conduct customer satisfaction surveys and use feedback to improve service delivery
4. Staff Leadership and Development
- Develop programs to train and mentor branch managers and retail staff
- Conduct performance reviews and ensure staff have ongoing professional development opportunities
- Foster a culture of accountability, teamwork, and high performance
- Plan product roadmaps, set achievable goals, and ensure alignment with broader business objectives
5. Compliance and Quality Assurance
- Ensure compliance with Lesotho Post policies, UPU operational standards, and national laws
- Conduct periodic audits of retail outlets for operational, financial, and security compliance
- Maintain accurate operational and financial records and submit timely reports to executive management
6. Research
- Conduct market research to find out more about competitor products or customer needs
- Use market research to get ideas for products that customers will want
- Establish market trends, pick the right mix of products and services, and determine the appropriate channels of offering them to the public
- Gather data and insights about consumer preferences, competitor offerings, and potential market gaps
7. Technological Proficiency
- Apply necessary technology in the business
- Must be proficient with analytics tools and e-commerce platforms
QUALIFICATIONS & EDUCATION
Option 1:
- Master’s in Business Management/Administration, Commerce, Marketing, or Public Administration
- Experience: 7 years in retail or commercial industry, preferably with multi-branch oversight
- Postal experience: Added advantage
Option 2:
- Postgraduate Diploma/Honours in Business Management/Administration, Commerce, Marketing, or Public Administration
- Experience: 9 years in retail or commercial industry, preferably with multi-branch oversight
- Postal experience: Added advantage
Option 3:
- Bachelor’s Degree in Business Management/Administration, Commerce, Marketing, or Public Administration
- Experience: 12 years in retail or commercial service industry, preferably with multi-branch oversight
- Postal experience: Added advantage
Additional Requirements
- Strong background in Sales, Marketing, and Customer Service
- Demonstrated ability to manage budgets, analyze performance data, and improve operational efficiency
Professional/Additional Training (Advantageous)
- UPU-certified courses in postal operations or trade facilitation
- Leadership and management training
- Basic financial/accounting skills for revenue management
- Customer service excellence programs
- Knowledge of UPU standards, postal regulations, and retail best practices
Key Skills
- Leadership and people management
- Strategic planning and execution
- Strong communication and negotiation skills
- Financial and business acumen
- Problem-solving and decision-making ability
APPLICATION INSTRUCTIONS
Applications should be made on the relevant forms:
- G.P. 103 for first appointment
- G.P. 104 for serving officers
Applications must be accompanied by:
- Up-to-date, correctly filled performance appraisal forms
- Certified educational certificates
- National Identification
- Verification Certificate from the Council on Higher Education (CHE)
Addressed to:
THE DIRECTOR HUMAN RESOURCE
Mrs. Maseeiso Lenkoane
Ministry of Information, Communications, Science, Technology and Innovation
P.O. Box 413
Maseru
2nd Floor, Post Office Building
Maseru-100
Or hand-delivered to:
Human Resource Office, Post Office Building, 2nd Floor
🕒 Closing Date: 19th September 2025