Retail Operations Manager

Industry: Pharmaceutical 

Location: Kiambu, Kenya

Category: Procurement, Retail, Supply Chain, Store Keeping, Sales & Marketing

Salary: Kshs. 80,000 - Kshs. 120,000

Employment Type: Full-Time

Job Overview

Our client is seeking a dedicated and experienced Retail Operations Manager to oversee and manage the retail operations of our clients. The successful candidate will be responsible for ensuring efficient operation of retail stores, optimizing sales strategies, and enhancing customer satisfaction.

Key Responsibilities

• Oversee daily operations of retail stores to ensure efficient service delivery.
• Develop and implement sales strategies to meet revenue targets.
• Manage supply chain processes to ensure timely stock replenishment and inventory control.
• Implement customer satisfaction initiatives to enhance the shopping experience.
• Analyze sales and market data to make informed business decisions.
• Recruit, train, and supervise retail staff, ensuring high performance and motivation.
• Monitor and manage store budgets, expenses, and profitability.
• Develop and execute promotional campaigns and marketing strategies.

Store Operations Management

• Lead and coordinate daily store activities to ensure smooth workflow and operational efficiency.
• Enforce adherence to company SOPs, pharmaceutical regulations, and quality standards.
• Ensure the store environment is clean, orderly, and customer-friendly, supporting a professional healthcare retail experience.
• Implement and monitor operational processes that enhance productivity and service delivery.

Inventory & Stock Management

• Oversee inventory management, including product ordering, stock rotation, replenishment, and storage accuracy.
• Conduct regular stock audits to verify stock integrity and minimize variances or losses.
• Monitor expiry dates and ensure timely removal or return of expired/short-dated products.
• Coordinate with procurement to maintain optimal stock levels and avoid stockouts or excess inventory.

Staff Supervision & Performance Management

• Supervise, coach, and motivate store staff to achieve operational and sales targets.
• Manage staff scheduling, task allocation, performance evaluations, and disciplinary processes where necessary.
• Train staff on customer service, POS usage, SOP compliance, and pharmaceutical handling standards.
• Foster a positive, collaborative, and high-performance work culture.

Sales & Customer Service Oversight

• Track daily sales performance and implement initiatives to increase revenue and customer satisfaction.
• Ensure customer service standards are consistently upheld through prompt, professional, and knowledgeable service.
• Address customer complaints or operational challenges promptly and effectively.
• Support the implementation of promotional activities and merchandising standards.

Reporting & Administrative Management

• Prepare and submit daily, weekly, and monthly sales reports, operational updates, and performance analyses.
• Oversee store budget management, expense tracking, and cost-control measures.
• Coordinate with the finance department on reconciliations, cash management, and POS documentation.
• Liaise with HR on staffing needs, onboarding, disciplinary cases, and training requirements.
• Work closely with procurement and supply chain teams to streamline order processes and vendor communication.

Requirements

• Bachelor's Degree or Diploma in Business Management, Retail Management, or a related field.
• 3 years proven experience in retail management preferably within pharmaceutical or healthcare retail
• Strong understanding of pharmaceutical regulations, supply chain and inventory management.
• Excellent leadership and team management skills.
• Ability to develop and implement effective sales strategies.
• Strong analytical skills with a focus on data-driven decision making.
• Exceptional customer service and interpersonal skills.
• Proficiency in MS Office and retail management software.

Perks and Benefits

• Competitive salary package KSHS.80,000-120,000
• Opportunities for professional growth and development.
• Dynamic and supportive work environment.
• Comprehensive health insurance plan.
• Performance-based bonuses and incentives.