BRANCH MANAGER – RETAIL OPERATIONS

Forever New Collections Ltd | Retail / Fashion | Full-Time | Kenya – Various Branch Locations

ABOUT THE ROLE

We are looking for a commercially minded, hands-on Branch Manager who can take full ownership of branch sales, people, stock, customer experience, and day-to-day operations. This is a results-driven role for an experienced retail professional who can lead a sizeable team, analyze performance, identify problems quickly, and take decisive action to improve branch performance.

KEY RESPONSIBILITIES

Sales & Commercial Performance

• Take full responsibility for branch sales performance, revenue growth, and achievement of agreed targets and KPIs.
• Drive customer traffic, conversion, sales productivity, and average sales value.
• Monitor daily, weekly, and monthly performance and take immediate corrective action where results fall below target.
• Analyse sales by category and identify slow-moving or underperforming products, then implement practical strategies to improve sell-through.
• Develop initiatives to increase customer traffic, repeat visits, and sales during both peak and off-peak trading hours.
• Use branch performance data to make informed commercial decisions.

Customer Acquisition, Engagement & Digital Sales Support

• Actively grow and maintain the branch customer database.
• Ensure customer WhatsApp groups/channels are consistently updated with attractive, relevant, and well-presented product content.
• Use customer communication platforms strategically to drive daytime traffic, promote fresh stock, and push slow-moving items.
• Work closely with the marketing/content team to convert social-media visibility into physical store visits and sales.
• Encourage customer referrals, feedback, and customer-generated content, subject to customer consent.
• Maintain high standards of customer service and ensure customers are welcomed, assisted, and encouraged to shop.

People & Team Management

• Lead, supervise, coach, and motivate the entire branch team.
• Prepare and manage effective shift schedules, ensuring adequate sales-floor coverage during peak trading periods.
• Monitor attendance, punctuality, productivity, sales performance, and staff conduct.
• Deploy staff strategically according to customer traffic and sales needs.
• Coach employees continuously to improve selling skills, customer engagement, and productivity.
• Address poor performance and disciplinary issues promptly and professionally.
• Build a disciplined, accountable, energetic, and customer-focused team.

Stock, Merchandising & Inventory Management

• Ensure all stock received is properly counted, recorded, and accounted for.
• Maintain accurate stock movement, transfer, and pull-down records.
• Ensure effective replenishment, product presentation, and commercial merchandising.
• Identify stock categories requiring increased attention and develop strategies to improve movement.
• Minimize stock losses, damage, misplacement, and unexplained variances.
• Ensure all stock movements, pull-downs, and transfers comply with company procedures.

Cash & Financial Controls

• Maintain strict control over cash, M-Pesa, and other payment collections.
• Ensure daily sales and collections are properly reconciled.
• Monitor cash-handling procedures and branch safe controls.
• Identify and immediately report discrepancies, irregularities, or suspected breaches.
• Ensure all financial and operational procedures are strictly followed.

Branch Operations & Customer Experience

• Maintain high standards of cleanliness, organization, and visual merchandising.
• Ensure the branch operates efficiently throughout the trading day.
• Maintain excellent customer service standards and resolve customer complaints professionally.
• Ensure company SOPs, policies, and management directives are implemented consistently.
• Identify operational challenges and take corrective action promptly.
• Maintain accurate branch records and documentation.

Reporting & Communication

• Submit accurate daily, weekly, and monthly branch reports.
• Report on sales, staffing, stock, customer activity, operational challenges, and overall performance.
• Communicate important issues and risks to senior management promptly.
• Provide practical recommendations where branch performance is below expectations.
• Maintain clear and professional communication with senior management and other departments.

MINIMUM QUALIFICATIONS & EXPERIENCE

• Diploma or Bachelor's Degree in Business Administration, Business Management, Retail Management, Sales & Marketing, Commerce, or a related field.
• 3–5 years' proven experience in retail management, preferably in a busy/high-volume retail environment.
• Minimum 2 years' experience in a formal management or supervisory position with direct responsibility for staff and sales.
• Demonstrated experience managing sales targets, KPIs, and branch performance.
• Experience managing a team of 15+ employees will be an added advantage.
• Experience in stock/inventory management and cash controls.
• Strong computer literacy and experience with reporting systems.
• Good numerical, analytical, and commercial skills.

REQUIRED PROFESSIONAL COMPETENCIES

• Strong leadership and people-management skills.
• Proven ability to drive sales and achieve targets.
• Strong commercial and retail understanding.
• Excellent customer-service orientation.
• Excellent organizational and administrative skills.
• High integrity, accountability, and attention to detail.
• Strong decision-making and problem-solving ability.
• Excellent communication and interpersonal skills.
• Ability to enforce policies and maintain discipline professionally.
• Ability to work under pressure in a fast-paced environment.
• Ability to work independently with minimal supervision.
• Proactive, energetic, and results-oriented approach.

APPLICATION

Interested and qualified candidates should submit their CV clearly indicating “Branch Manager – Retail Operations” as the position applied for.

Only candidates meeting the stated experience and qualification requirements will be shortlisted.