Overall Purpose of the Role

• To oversee the day-to-day running of City Eye Hospital Main (Nairobi) and Nyeri Optical Shops and ensure that high quality services and products are delivered to all our clients.
• Supervise the day-to-day activities and overall performance of the direct reports in order to create and sustain a performance culture that consistently exceeds the expectations of all stakeholders (customers, employees, shareholders).
•  Ensure both optical shop locations meet revenue and profitability targets while maintaining cost efficiency and product quality standards.

Main Duties and Responsibilities

Technical Skills

Administrative Duties

• Supervise all day-to-day activities for both Nairobi and Nyeri optical shop branches by ensuring that correct transactions are posted in the system in a timely and accurate manner.
• Ensure that the Optical Shop's policies and Standard Operating Procedures are implemented consistently across both locations.
• Be an integral part of the monthly stock takes at both Optical Shop locations and investigate all variances which arise and explain these to the Optical Shop supervisor.
• Oversee the Optical Shops' inventory and Assets across both locations.
• Daily follow-up on lost sales and drop off optical patients at both branches.
• Act as a liaison between the Clients and the Optical Shop Technician in ensuring that the clients' orders are fulfilled on time.
• Work together with the Optical Shop Team to offer patient education to clients on the use of glasses and other ophthalmic products.
• Prepare accurate management reports that portray a true reflection and status of both optical shop locations and submit the same within the agreed timelines.
• Resolve customer complaints promptly and in the event of repeat jobs advise on whether to charge half price or offer free services for the same.
• Oversee client engagements at the Optical Shops.
• Oversee and drive sales to achieve the set targets while ensuring high quality customer service to clients.
• Maintain customer complaints logs and follow up to ensure all are addressed by the relevant personnel within the shortest time possible.
• Oversee and take part in the periodic stocktaking exercises at the Optical Shops.
• Keep tabs on the optical shops' inventory and assist in reordering for required supplies when needed.
• Identify and keep up with the product trends in the market.
• Coordinate operations between Nairobi and Nyeri shops, ensuring consistency in service delivery, product quality standards, and operational procedures.
• Any other duties as may be assigned by the functional supervisor or any other person placed in authority over you by the management.

Financial Management

• Monitor and achieve monthly and quarterly revenue and profitability targets for both Nairobi and Nyeri optical shop locations.
• Manage operational budgets and control costs to meet profitability goals while maintaining service quality.
• Analyze sales data, profit margins, and cost trends to identify opportunities for revenue growth and cost reduction.

Quality Assurance

• Supervise the Quality Control Assistant in conducting product inspections and quality checks.
• Establish and maintain quality standards for frames, lenses, and other optical products sourced from suppliers.
• Monitor and ensure product defects, customer returns, and quality complaints are addressed, implementing corrective actions as needed.
• Ensure records are kept of quality inspections, defects, and corrective actions taken.

Soft Skills

Planning and Development

• Provide feedback to your supervisor on company policies and procedures, and constantly look out for potential changes which could improve operational efficiency or reduce costs at the Optical Shops.
• Attend optical stakeholders meetings and ensure full participation by offering your contribution to the optical shop strategies, policies, processes and projects.

Resource Acquisition and Control Management

• Determine resourcing needs, both human and physical, required in order to enhance the efficiency of service delivery by the Optical Shops, and ensure that these are escalated to the relevant personnel for action.
• Take part in the recruitment of junior team members.
• Identify and implement ways to reduce and control expenses within the department, as well as opportunities for revenue growth.
• Monitor financial performance metrics and take corrective action when targets are at risk.

People Management

• Provide leadership to direct reports across both locations; Coach, mentor and develop direct reports and manage a high performing team that delivers continuous improvement, added value and cost reductions.
• Implement the Optical Shop's departmental objectives and monitor ongoing progress and performance in line with the company's performance management policy.
• Complete performance reviews, manage attendance, leave, disciplinary issues and procedures for direct reports in line with the company's policies and procedures.
• Ensure strong communication between staff at both locations to facilitate exchange of information and in order to implement change and improvements.
• Ensure, delegating as appropriate, that each service within the Optical Shops is adequately managed, staffed and resourced.

Customer Service

• Develop and oversee appropriate dealings through effective relations with the general public and all organization's stakeholders so as to always protect the reputation and image of City Eye Hospital and its subsidiaries.
• Process other departments' requirements fast and efficiently.
• Maintain customer satisfaction ratings at or above department objectives, at all times.
• Understand there is no situation extraordinary enough to excuse lack of courtesy toward any team member or colleagues from other departments.

Knowledge and Skills Required

• Bachelor's degree or Diploma in Sales and Marketing, Business Management, or any other social sciences.
• Three years' experience in a similar retail coordination or multi-site management role.
• Experience in multi-site retail or shop management preferred.
• Understanding of optical products preferred.
• Demonstrated ability to achieve revenue and profitability targets.
• Strong financial acumen with ability to analyze sales data and manage budgets.
• Ability to work effectively both independently and as part of a team.
• Demonstrated leadership and team management skills across multiple locations.
• Strong communication and customer service skills.
• Proactive and assertive with strong relational and networking skills.
• Strong time management skills and self-motivation skills.
• Able to meet strict deadlines under minimal supervision.
• Willingness to travel between Nairobi and Nyeri locations as required.