
Operations Manager
GLOW GETTER CREATIVES LIMITED
Human Resources
Job Summary
The Operations Manager will drive operational efficiency, cost savings, and customer satisfaction for Beauty Square — a leading Nairobi-based reseller of premium fragrances, skincare, and haircare. This role combines process improvement, technology integration, and team leadership to deliver excellent in-store and online experiences.
- Minimum Qualification : Bachelors
- Experience Level : Senior level
- Experience Length : 5 years
Job Description/Requirements
Job Title:
OPERATIONS MANAGER at Beauty Square
About us:
Beauty Square is a premier reseller of fragrances, skin, and hair care based in Nairobi. Our mission is to empower our clients to take charge of how they look and feel by
offering personalised advice, curating premium products, and offering dedicated support,
whilst ensuring each member of our team has a sense of belonging.
You will thrive here if:
● You love everything fragrance, skin and hair care
● You take pride in your work and continuously look to improve and grow
● You empathise with those around you
● You love solving problems
● You are customer-obsessed
● You always strive for excellence
How to Apply:
Interested candidates should send an email to [yvonne.kanyi.yk@gmail.com]
and copy [ivywmuigai@gmail.com] with the subject line "Operations Manager Application" by
Wednesday, July 14th, 2025.
In your cover letter, please address the following:
● Comparable accomplishments based on the job description
● The process you followed to achieve these accomplishments
Additionally:
● Limit your cover letter to one page
● Attach your CV
● Include your expected pay
What we expect you to achieve in this role:
Objective 1: Optimise Operational Efficiency to Drive Cost Savings and Technological Integration
Goal: Achieve a significant reduction in operational costs while improving systems integration and in-store experiences.
Key Results:
● Key Result 1.1: Achieve a 20% reduction in operational costs by streamlining operations,
tracked through monthly cost audits with reports submitted by 10th of every month..
● Key Result 1.2: Implement a CRM system that tracks 100% of customer interactions and preferences, ensuring 80% of repeat customers have complete profiles by month 9, enabling
personalized marketing campaigns.
● Key Result 1.3: Upgrade the POS system to an integrated platform connecting both in-store and online transactions, ensuring 95% transaction accuracy and seamless inventory
integration by month 8, reducing discrepancies by 30%.
● Key Result 1.4: Oversee implementation of AI-enhanced in-store and offline store features (e.g. interactive displays), increasing average time spent in-store and online by 15% and
boosting in-store & online sales by 20% within the first year.
Evidence of Completion:
● Quarterly cost audit reports showing a 20% reduction in operational expenses.
● CRM system usage reports showing customer profiles completion and engagement rates*
● POS system integration reports confirming transaction accuracy and inventory integration.
● In-store and online sales, traffic reports and engagement metrics from customer tracking
tools.
Objective 2: (What we want to achieve:) Enhance Customer Satisfaction and Retention
Goal (outcome): Improve customer loyalty and retention by enhancing the overall customer experience and satisfaction across all touchpoints.
Key Results:
● Key Result 2.1 (how we will achieve): Reduce repeat customer churn related to service by 20% within 12 months by optimizing the in-store, logistics & on-line experience and
enhancing online engagement, tracked through monthly customer satisfaction surveys and
churn analytics.
● Key Result 2.2: Implement a streamlined customer complaint resolution process that
reduces resolution time by 40% and improves customer satisfaction scores by 30% by
year-end.
● Key Result 2.3: Achieve a 15% reduction in repeat customer churn related to complaints by improving communication channels and response times, monitored through monthly
feedback and resolution reports.
Evidence of Completion:
● Monthly churn and customer retention reports showing a 20% decrease in churn.
● Customer satisfaction survey results showing a 30% improvement in satisfaction scores
(Net promoter score).
● Complaint resolution tracking system showing a 40% reduction in resolution time.
Objective 3: Build a High-Performing, Customer-Obsessed Team
Goal: Develop a skilled, engaged, and motivated team that consistently exceeds customer expectations and drives company growth.
Key Results:
● Key Result 3.1: Oversee recruitment and onboarding processes, ensuring 100% of new
hires are onboarded within 30 days and achieving an 85% employee satisfaction rate with the onboarding process within 12 months.
● Key Result 3.2: Oversee & implement a learning and development program aimed at
improving employee engagement and skills, leading to an 85% satisfaction rate with their
roles and a 15% increase in employee productivity.
● Key Result 3.3: Achieve an 80% improvement in employee retention rates by providing
career development opportunities and fostering a supportive, growth-oriented work
environment.
● Key Result 3.4: Monitor and report on the application of training techniques in client
interactions, aiming for a 15% increase in positive client feedback following training sessions by Q3. Utilize mystery shoppers to gauge implementation of customer service trainings.
● Key Result 3.5: Conduct and document weekly team check-ins to review individual
performance, resolve blockers, and realign priorities with business goals by Q1.
● Key Result 3.6: Achieve 90% team adherence to weekly sales and customer service KPIs
for three consecutive months by Q3.
● Key Result 3.7: Reduce absenteeism and lateness by 30% through clear schedules, daily
attendance tracking, and performance accountability measures by Q2
Evidence of Completion:
● Employee satisfaction surveys showing a 15% improvement in satisfaction.
● Recruitment and onboarding performance reports, confirming 30-day onboarding
completion.
● Employee development program participation and feedback surveys showing 85%
satisfaction.
● Annual retention rate reports showing an 80% improvement in employee retention.
● Client feedback analysis and comparison reports.
● Weekly meeting logs, individual performance summaries.
● Customer satisfaction scores & sales tracking reports.
● Attendance logs.
Objective 4: Transform the Customer-Facing Team into Skin, Hair, and Fragrance Experts to Enhance Customer Knowledge and Loyalty
Goal: Equip every customer-facing team member with the skills and knowledge to educate customers on skin, hair, and fragrance products, positioning the brand as an authority and
creating loyal, informed customers.
Key Results:
● Key Result 4.1: Achieve a 90% customer satisfaction (CSAT) rating for product expertise
and advisory services, as measured by post-purchase feedback surveys within 12 months.
● Key Result 4.2: Ensure 100% of the customer-facing team (sales, customer service, and
support) completes an advanced training program on skincare, haircare, and fragrance within the first 6 months, with at least 90% of participants scoring 80% or higher in the certification
test.
● Key Result 4.3: Conduct monthly product knowledge quizzes for the customer-facing team, achieving a minimum average score of 85% across the entire team by the end of each
quarter.
● Key Result 4.4: Track and improve customer interaction quality by achieving a 15% increase in new & repeat customers (via CRM system) who reference product knowledge in their purchases within 12 months.
● Key Result 4.5: Mentor and check in with all employees monthly, then share constructive
feedback to all employees to help them grow.
● Key Result 4.6: Regularly (monthly and quarterly) review team performance with respective performance review rubrics.
● Key Result 4.7: Develop monthly team goals and display them prominently to ensure the team is working towards a specific goal monthly for continuous improvement. 80% of team tasks should be completed collaboratively.
Evidence of Completion:
● Monthly and quarterly CSAT reports showing customer satisfaction for expert advice.
● Training and certification records showing completion rates and assessment scores for
team members.
● Product knowledge quiz results with team-wide average scores.
● CRM or sales platform reports showing repeat customer interactions linked to product
expertise.
● Check-in reports to be attached to performance reviews with actionable insights.
● Completed performance review reports.
● Progress Tracking Report
Objective 5: Create an Engaging Customer Experience that Positions the Brand as a Leader in Skin, Hair, and Fragrance Knowledge
Goal: Drive customer education and engagement through personalized interactions, content, and experiences, enhancing brand loyalty and increasing market share.
Key Results:
● Key Result 5.1: Increase customer retention by 20% within 12 months by launching a customer education program that includes personalized skin, hair, and fragrance consultations,
tracked via CRM and customer data.
● Key Result 5.2: Launch and optimize a content marketing strategy that results in at least 30% increase in engagement (e.g., website traffic, social media interactions) on content
related to skincare, haircare, and fragrance, as measured by analytics tools, within 6 months.
● Key Result 5.3: Develop and implement a feedback loop to collect insights from at least 80% of customers after consultations, achieving a 90% positive feedback rate regarding the usefulness of product recommendations by the end of the year.
● Key Result 5.4: Increase market share by 10% in targeted customer segments by
delivering monthly educational webinars or workshops on skincare, haircare, and fragrance, attracting at least 500 unique attendees by year-end.
Evidence of Completion:
● CRM reports showing a 20% increase in customer retention linked to education programs.
● Website and social media analytics showing a 30% increase in engagement on related
educational content.
● Customer feedback reports from consultations and webinars with a 90% positive rating.
● Webinar or workshop attendance reports showing participation rates
Objective 6: Drive Operational Cost Efficiency and Financial Discipline
Goal: Optimise day-to-day spending, minimise wastage, and enforce cost-awareness across departments in partnership with the accountant.
Key Results:
● KR6.1: Create and maintain a monthly operational expense tracker (OPEX) by category
(e.g. consumables, staffing, utilities, cleaning) with less than 5% variance against budget from Q2 onward.
● KR6.2: Collaborate with the accountant to implement a basic departmental budget for core expense categories (products, supplies etc.) by Month 2.
● KR6.3: Reduce consumables and product wastage by 20% by the end of Q3, through stock controls and usage audits.
● KR6.4: Ensure 100% of vendor invoices are submitted and approved within 7 working days, starting Month 1.
● KR6.5: Hold a monthly finance sync with the accountant to review variances, risks, and
recommendations (ongoing).
● KR6.6: Implement an expense request and approval process with ≥95% adherence by staff by Q2.
Evidence of Completion:
● Monthly OPEX Tracker documents (e.g., Excel, Notion, or Airtable).
● Quarterly variance analysis reports cross-checked with accountant.
● Training records on cost control and inventory use.
● Waste reduction audit logs and before/after comparison reports.
● Copies of reviewed/renegotiated supplier contracts or memos.
● Inventory usage logs and reconciliation summaries
Objective 7: Transform the Team into Passionate Brand Ambassadors
Goal: Cultivate a customer-obsessed, brand-aligned culture where staff naturally advocate for the business and products.
Key Results:
● KR 3.1: Launch a Brand Ambassador Program with monthly recognitions and incentives for top-performing staff who embody brand values.
Evidence: Program guide, reward distribution logs, internal communications.
● KR 3.2: 100% of team members to complete monthly brand refresher sessions and pass quarterly brand alignment quizzes with at least 90% accuracy.
Evidence: Quiz scores, attendance logs, feedback forms.
● KR 3.3: Increase customer satisfaction scores to 95%+ by empowering staff to create
memorable experiences that reflect brand promises.
Evidence: Client feedback forms, secret shopper results, customer service reviews.
● KR 3.4: Generate 10+ monthly pieces of user-generated content (UGC) featuring the team engaging with clients, showcasing products, or celebrating wins.
Evidence: Content archives, social media mentions, signed media consent forms.
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