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 15employees 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.