Operations Manager (Retail)

Function: Operations Leadership – Retail

Location: Nairobi

Reports to: Chief Executive Officer

Role Overview

We are seeking a dynamic, innovative, and hands-on Operations Manager to lead day-to-day operations across our retail outlets. This role focuses on optimizing efficiency, driving operational excellence, and ensuring seamless coordination across key departments including HR, IT, Marketing, and Procurement. The ideal candidate will have deep experience in retail business operations, with a strong emphasis on inventory management, employee performance management, and process innovation to support sustainable growth in a competitive Kenyan market.

While contributing to revenue growth through operational improvements, the primary focus is on building robust systems, managing resources effectively, and fostering a high-performance team culture. The successful candidate will thrive in a fast-paced, multi-outlet environment, balancing strategic oversight with on-the-ground execution.

Key Responsibilities

Operational Leadership & Efficiency

• Oversee end-to-end daily operations across all retail outlets to ensure consistent standards, smooth workflows, and high customer service levels.
• Drive process improvements and innovation in store operations, merchandising, logistics, and customer experience.
• Implement and enforce Standard Operating Procedures (SOPs) while continuously seeking ways to enhance efficiency and reduce costs.
• Maintain strong on-ground presence to monitor performance, troubleshoot issues, and drive accountability.

InventoryManagement

• Lead comprehensive inventory management, including demand forecasting, stock optimization, replenishment, and minimizing stockouts, overstock, and expiries.
• Collaborate with procurement and suppliers to ensure optimal stock availability, cost efficiency, and supply reliability aligned with sales trends and seasonal demands.
• Monitor inventory KPIs, implement control systems, and use data analytics to improve turnover, reduce shrinkage, and manage cash flow effectively.

Departmental Oversight

• HR & People Management: Oversee HR functions including recruitment, onboarding, training, employee performance management, appraisals, disciplinary processes, and team development. Foster a positive work culture and ensure high levels of employee engagement and retention.
• IT: Provide oversight to IT systems and digital tools supporting retail operations (e.g., POS, inventory management software, reporting dashboards). Drive digital transformation and operational technology improvements.
• Marketing: Coordinate with the marketing team on in-store activations, promotions, and campaigns to support footfall and sales, ensuring alignment with operational capabilities and inventory readiness.

Performance Management & Team Leadership

• Set clear KPIs for teams and outlets; monitor performance through dashboards and regular reviews.
• Lead, coach, mentor, and hold teams accountable, with a strong emphasis on employee performance, talent development, and succession planning.
• Conduct performance appraisals, implement improvement plans, and address underperformance promptly.
• Build high-performing, innovative teams that deliver results in a fast-moving retail environment.

Revenue Support & Business Growth

• Analyze sales trends, outlet performance, and customer data to identify opportunities for improvement and support corrective actions in underperforming areas.
• Support commercial decisions with strong operational insights.

Reporting & Decision-Making

• Prepare operational reports, performance dashboards, and action plans for senior management.
• Make timely, data-driven decisions to balance efficiency, quality, and growth.
• Ensure compliance with all regulatory, safety, and audit requirements.

Qualifications & Experience

Experience

• 5–8 years of progressive experience in retail operations, preferably in multi-outlet retail, FMCG, or similar fast-moving sectors in Kenya.
• Proven track record in inventory/supply chain management and operational process improvement.
• Hands-on experience overseeing HR/people management, IT systems, and marketing execution in a retail context.
• Demonstrated success in driving employee performance and team development.

Education

• Bachelor’s degree in Business Administration, Project Management, or a related field. MBA or relevant professional certifications

Core Competencies

• Innovative mindset with a passion for implementing new ideas and technologies in retail operations.
• Highly hands-on and execution-focused; comfortable with on-the-ground leadership.
• Excellent people leadership and performance management skills.
• Analytical and problem-solving abilities with proficiency in data-driven decision making and retail systems.
• Strong organizational, communication, and stakeholder management skills.
• Ability to thrive under pressure while maintaining operational discipline and a focus on results.
• Revenue and efficiency-oriented with a balanced commercial awareness.