RETAIL SUPERVISOR

This position is expected to take full charge of store activities during assigned shifts and ensure the outlet consistently meets commercial and operational targets.

1) Full Store Operations Oversight

• ·       Take ownership of daily store operations from opening to close.
• ·       Ensure all departments, shelves, displays, tills, and service points are functioning efficiently.
• ·       Coordinate workflow across sales floor, stock area, cashier points, and receiving.
• ·       Maintain high store presentation standards, cleanliness, and customer readiness.
• ·       Ensure uninterrupted availability of core fast-moving products.
• ·       Make real-time operational decisions to resolve store issues.

2) Team Leadership & Workforce Control

• ·       Supervise all store attendants, cashiers, stock assistants, and support staff.
• ·       Prepare duty rosters, shift allocations, and leave schedules.
• ·       Monitor attendance, punctuality, productivity, and discipline.
• ·       Lead daily shift briefings and end-of-shift handovers.
• ·       Train new staff on SOPs, customer handling, POS usage, and stock procedures.
• ·       Conduct performance follow-ups and recommend corrective action where required.
• ·       Maintain accountability for staff output and conduct during shifts.

3) Sales Growth & Commercial Performance

• ·       Drive achievement of daily, weekly, and monthly sales targets.
• ·       Monitor sales trends and identify underperforming product categories.
• ·       Recommend promotional activities, product placements, and upselling initiatives.
• ·       Improve basket size through cross-selling and strategic merchandising.
• ·       Track product movement and customer buying patterns.
• ·       Escalate opportunities for revenue growth and category expansion.
• ·       Support execution of marketing campaigns and in-store promotions.

4) Stock, Inventory & Loss Prevention

• ·       Take full responsibility for stock accuracy and inventory controls.
• ·       Oversee stock receiving, verification, and system updates.
• ·       Ensure all received goods match supplier invoices and GRNs.
• ·       Conduct daily spot checks, weekly counts, and monthly stock takes.
• ·       Monitor expiries, damages, theft, and slow-moving items.
• ·       Enforce FIFO and stock rotation procedures.
• ·       Investigate and report stock variances and shrinkage.
• ·       Implement measures to minimize losses and wastage.
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5) Cash, Till & Financial Controls

• ·       Supervise float issuance, till balancing, and shift reconciliation.
• ·       Verify cash, M-PESA, card, and digital transaction accuracy.
• ·       Investigate shortages, overages, refunds, discounts, and voids.
• ·       Ensure strict compliance with cash handling procedures.
• ·       Prepare end-of-day sales summaries and reconciliation reports.
• ·       Safeguard store cash and maintain control logs.
• ·       Escalate financial discrepancies immediately.

6) Supplier, Receiving & Documentation Oversight

• ·       Oversee delivery schedules and supplier receiving processes.
• ·       Confirm quantity, quality, and condition of incoming stock.
• ·       Maintain proper records for invoices, returns, credit notes, and stock transfers.
• ·       Coordinate product returns and defective stock resolution.
• ·       Ensure documentation is complete for audit and accounting review.

7) Customer Experience & Issue Resolution

• ·       Ensure prompt, professional customer service standards.
• ·       Resolve escalated complaints and service failures.
• ·       Handle customer returns, disputes, and feedback.
• ·       Maintain customer retention through service excellence.
• ·       Monitor customer flow and service turnaround times.

8) Reporting, Controls & Business Performance

• ·       Prepare daily operational reports covering:

-       Sales

-       Stock movement

-       Shrinkage

-       Till variances

-       Staff attendance

-       Customer incidents

• ·       Provide actionable recommendations to improve performance.
• ·       Monitor store profitability drivers including wastage and pilferage.
• ·       Support implementation of process improvements and SOP compliance.
• ·       Lead execution of operational directives from head office / ownership.

9.  Inventory Systems, Reporting & Analysis

• ·       Maintain accurate and up-to-date inventory records, including stock levels, product locations, stock transfers, and movement logs within the inventory management system or POS platform.
• ·       Generate regular inventory, usage, variance, and movement reports to support operational and commercial decision-making.
• ·       Analyze sales trends, stock usage patterns, and demand cycles to support demand forecasting and prevent stock-outs or overstocking.
• ·       Identify slow-moving, dormant, or obsolete stock and recommend corrective commercial actions including markdowns, bundles, supplier returns, or promotions.

10.  Replenishment Planning & Availability Control

• ·       Develop and execute stock replenishment plans based on historical sales data, seasonal trends, and forecasted demand.
• ·       Maintain optimal stock holding levels to meet customer demand while minimizing carrying costs and dead stock exposure.
• ·       Monitor reorder points and trigger timely replenishment requests to suppliers or central stores.
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11. Order Processing & Fulfilment Oversight

• ·       Ensure timely and accurate processing of customer orders, branch transfers, supplier receipts, and internal requisitions.
• ·       Supervise product picking, packing, dispatch, and delivery coordination where applicable.
• ·       Ensure all outgoing stock movements are properly documented and reconciled.

12.  Quality Control & Supplier Coordination

• ·       Maintain documentation for incoming stock inspections, product quality checks, damages, shortages, and discrepancies.
• ·       Coordinate issue resolution with suppliers regarding short deliveries, defective items, incorrect invoicing, or returns.
• ·       Maintain effective communication with suppliers and vendors to ensure continuity of supply and service reliability.

13.  Inventory Optimization & Cost Control

• ·       Drive initiatives aimed at improving stock turnover and reducing excess inventory.
• ·       Identify cost-saving opportunities through improved stock control, shrinkage reduction, storage efficiency, and supplier coordination.
• ·       Support negotiation feedback on stock performance, demand cycles, and supply reliability.

14.  Process Improvement & Operational Excellence

• ·       Recommend and implement process improvements to strengthen stock control, order fulfillment, reporting accuracy, and operational efficiency.
• ·       Standardize stock handling, receiving, and documentation processes to reduce operational errors.
• ·       Support continuous improvement initiatives across store operations and back-office controls.

Key Performance Indicators (KPIs)

• ·       Daily and monthly sales achievement
• ·       Gross margin protection
• ·       Stock variance %
• ·       Shrinkage/loss levels
• ·       Till reconciliation accuracy
• ·       Staff productivity
• ·       Customer complaint resolution rate
• ·       Fast-moving stock availability %
• ·       Expiry and wastage levels
• ·       Inventory accuracy %
• ·       Order fulfilment accuracy %
• ·       Stock turnover ratio
• ·       Reorder compliance rate
• ·       Slow-moving stock %
• ·       Stock loss/shrinkage %
• ·       Supplier discrepancy resolution time
• ·       Inventory carrying cost control

Qualifications & Experience

·       Diploma/Degree in Business, Retail Operations, or related field

·       Minimum 2–3 years retail supervision experience

·       Strong POS, stock control, and reconciliation experience

·       Experience in FMCG / convenience retail preferred

Competencies

• ·       Operational leadership
• ·       Commercial awareness
• ·       People management
• ·       Financial controls
• ·       Stock management
• ·       Decision-making under pressure
• ·       Problem-solving
• ·       Reporting and analysis