BRANCH MANAGER – RETAIL OPERATIONS

Forever New Collections Ltd | Retail / Fashion | Full-Time | Kenya – Various Branch Locations

ABOUT THE ROLE

We are looking for a commercially minded, hands-on Branch Manager who can take full ownership of branch sales, people, stock, customer experience, and day-to-day operations. This is a results-driven role for an experienced retail professional who can lead a sizeable team, analyze performance, identify problems quickly, and take decisive action to improve branch performance.

KEY RESPONSIBILITIES

Sales & Commercial Performance

·        Take full responsibility for branch sales performance, revenue growth, and achievement of agreed targets and KPIs.

·        Drive customer traffic, conversion, sales productivity, and average sales value.

·        Monitor daily, weekly, and monthly performance and take immediate corrective action where results fall below target.

·        Analyse sales by category and identify slow-moving or underperforming products, then implement practical strategies to improve sell-through.

·        Develop initiatives to increase customer traffic, repeat visits, and sales during both peak and off-peak trading hours.

·        Use branch performance data to make informed commercial decisions.

Customer Acquisition, Engagement & Digital Sales Support

·        Actively grow and maintain the branch customer database.

·        Ensure customer WhatsApp groups/channels are consistently updated with attractive, relevant, and well-presented product content.

·        Use customer communication platforms strategically to drive daytime traffic, promote fresh stock, and push slow-moving items.

·        Work closely with the marketing/content team to convert social-media visibility into physical store visits and sales.

·        Encourage customer referrals, feedback, and customer-generated content, subject to customer consent.

·        Maintain high standards of customer service and ensure customers are welcomed, assisted, and encouraged to shop.

People & Team Management

·        Lead, supervise, coach, and motivate the entire branch team.

·        Prepare and manage effective shift schedules, ensuring adequate sales-floor coverage during peak trading periods.

·        Monitor attendance, punctuality, productivity, sales performance, and staff conduct.

·        Deploy staff strategically according to customer traffic and sales needs.

·        Coach employees continuously to improve selling skills, customer engagement, and productivity.

·        Address poor performance and disciplinary issues promptly and professionally.

·        Build a disciplined, accountable, energetic, and customer-focused team.

Stock, Merchandising & Inventory Management

·        Ensure all stock received is properly counted, recorded, and accounted for.

·        Maintain accurate stock movement, transfer, and pull-down records.

·        Ensure effective replenishment, product presentation, and commercial merchandising.

·        Identify stock categories requiring increased attention and develop strategies to improve movement.

·        Minimize stock losses, damage, misplacement, and unexplained variances.

·        Ensure all stock movements, pull-downs, and transfers comply with company procedures.

Cash & Financial Controls

·        Maintain strict control over cash, M-Pesa, and other payment collections.

·        Ensure daily sales and collections are properly reconciled.

·        Monitor cash-handling procedures and branch safe controls.

·        Identify and immediately report discrepancies, irregularities, or suspected breaches.

·        Ensure all financial and operational procedures are strictly followed.

Branch Operations & Customer Experience

·        Maintain high standards of cleanliness, organization, and visual merchandising.

·        Ensure the branch operates efficiently throughout the trading day.

·        Maintain excellent customer service standards and resolve customer complaints professionally.

·        Ensure company SOPs, policies, and management directives are implemented consistently.

·        Identify operational challenges and take corrective action promptly.

·        Maintain accurate branch records and documentation.

Reporting & Communication

·        Submit accurate daily, weekly, and monthly branch reports.

·        Report on sales, staffing, stock, customer activity, operational challenges, and overall performance.

·        Communicate important issues and risks to senior management promptly.

·        Provide practical recommendations where branch performance is below expectations.

·        Maintain clear and professional communication with senior management and other departments.

MINIMUM QUALIFICATIONS & EXPERIENCE

·        Diploma or Bachelor's Degree in Business Administration, Business Management, Retail Management, Sales & Marketing, Commerce, or a related field.

·        3–5 years' proven experience in retail management, preferably in a busy/high-volume retail environment.

·        Minimum 2 years' experience in a formal management or supervisory position with direct responsibility for staff and sales.

·        Demonstrated experience managing sales targets, KPIs, and branch performance.

·        Experience managing a team of 15+ employees will be an added advantage.

·        Experience in stock/inventory management and cash controls.

·        Strong computer literacy and experience with reporting systems.

·        Good numerical, analytical, and commercial skills.

REQUIRED PROFESSIONAL COMPETENCIES

·        Strong leadership and people-management skills.

·        Proven ability to drive sales and achieve targets.

·        Strong commercial and retail understanding.

·        Excellent customer-service orientation.

·        Excellent organizational and administrative skills.

·        High integrity, accountability, and attention to detail.

·        Strong decision-making and problem-solving ability.

·        Excellent communication and interpersonal skills.

·        Ability to enforce policies and maintain discipline professionally.

·        Ability to work under pressure in a fast-paced environment.

·        Ability to work independently with minimal supervision.

·        Proactive, energetic, and results-oriented approach.

APPLICATION

Interested and qualified candidates should submit their CV clearly indicating “Branch Manager – Retail Operations” as the position applied for.

Only candidates meeting the stated experience and qualification requirements will be shortlisted.