1,066 Large Retail Chains jobs in Kenya

• Develop and implement sophisticated inventory management strategies to optimize stock levels across all retail locations and online platforms.
• Analyze sales data, market trends, and historical performance to forecast product demand accurately.
• Manage stock replenishment processes, ensuring timely orders and efficient distribution to meet sales forecasts.
• Utilize inventory management software and ERP systems to track inventory movement, monitor stock levels, and identify discrepancies.
• Implement strategies to minimize inventory holding costs, reduce obsolescence, and prevent stockouts or overstock situations.
• Conduct regular audits of inventory records and physical stock counts to ensure accuracy and identify areas for improvement.
• Collaborate with merchandising, procurement, and sales teams to align inventory plans with product assortment, promotional activities, and sales targets.
• Develop and generate regular reports on key inventory metrics, including turnover rates, fill rates, accuracy, and value.
• Identify opportunities for process improvements and implement best practices in inventory management.
• Provide guidance and support to junior inventory analysts and cross-functional teams on inventory-related matters.

We are looking for a Retail Operations Manager - Mobility to join our Mobility team as we scale up and drive digital and financial inclusion across our markets.
As our Retail Operations Manager - Mobility, you will be responsible for developing and executing strategies that deliver seamless, customer-centric experiences across all Mobility Retail outlet service touchpoints.

You will ensure seamless end-to-end motorbikes onboarding, proactively identify and address customer needs, maintain consistent service standards, and use feedback to drive continuous improvement.

By leveraging data insights, process innovation, and cross-functional collaboration, you will enhance customer satisfaction, build brand loyalty, and strengthen our organization's competitive edge.

About Us
In this role, you will be at the forefront of transforming our customer experience across all Mobility Retail outlets. Your primary focus will be maintaining End-to-End Motorbike Onboarding across all retail outlets, ensuring our customers receive exceptional service from the moment they walk through our doors. You will monitor and improve key customer satisfaction metrics including CSAT and NPS scores, using sophisticated feedback mechanisms to identify service gaps and opportunities for enhancement.

Working collaboratively with IT, marketing, product, and sales teams, you will align customer service strategies with broader business goals while designing, testing, and documenting new processes that improve mobility customer onboarding and service delivery. You will develop and deliver comprehensive staff training programs on retail customer service best practices, product knowledge, and process protocols, ensuring our teams are equipped to deliver world-class service.

Your analytical skills will be put to excellent use as you establish and monitor Service Level Agreements (SLAs) to ensure timely and effective customer query resolution, while analyzing customer feedback to generate actionable reports for leadership decision-making. Additionally, you will oversee budget preparation, vendor payments, and financial operations related to M-KOPA Mobility Retail functions, building and maintaining strong vendor relationships.

This is an on-site role, you would be working from our offices in Kenya, partnering with a diverse group of employees from our different markets and locations. You will be reporting to the General Manager while leading a team of Mobility Customer Experience Officers and Mobility Field Service Officers.

Expertise
We are looking for a seasoned professional who can lead, coach, and mentor teams while fostering a high-performance culture through continuous feedback, training, and professional development.

You should have a bachelor's degree in business administration or a related field with 7+ years of experience in customer experience management, retail operations, or related roles.

Your demonstrated ability to lead and train teams with a focus on performance improvement, combined with excellent communication and stakeholder engagement skills, will be essential for success in this role. Technical proficiency in MS Office Suite, Google Suite, and CRM systems (e.g., Freshdesk) is required, along with strong problem-solving ability and a track record of driving data-driven improvements.

Being fluent in both English and Swahili is essential for this role, as you will be working directly with diverse customer bases and team members.

If you thrive in a fast-paced environment where continuous improvement and customer-centricity are at the heart of everything we do, and you are passionate about building exceptional customer experiences that drive business growth, this could be the perfect opportunity for you.

Why M-KOPA?
At M-KOPA, we empower our people to own their careers through diverse development programs, coaching partnerships, and on-the-job training. We support individual journeys with family-friendly policies, prioritize well-being, and embrace flexibility.

Join us in shaping the future of M-KOPA as we grow together. Explore more at
m-
.

Recognized four times by the Financial Times as one Africa's fastest growing companies (2022, 2023, 2024 and 2025) and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 5 million customers, unlocking $1.5 billion in cumulative credit for the unbanked across Africa.
Important Notice
M-KOPA is an equal opportunity and affirmative action employer committed to assembling a diverse, broadly trained staff. Women, minorities, and people with disabilities are strongly encouraged to apply.
M-KOPA explicitly prohibits the use of Forced or Child Labour and respects the rights of its employees to agree to terms and conditions of employment voluntarily, without coercion, and freely terminate their employment on appropriate notice. M-KOPA shall ensure that its Employees are of legal working age and shall comply with local laws for youth employment or student work, such as internships or apprenticeships.
M-KOPA does not collect/charge any money as a pre-employment or post-employment requirement. This means that we never ask for 'recruitment fees', 'processing fees', 'interview fees', or any other kind of money in exchange for offer letters or interviews at any time during the hiring process.
Applications for this position will be reviewed on a rolling basis. Shortlisting and interviews will take place at any stage during the recruitment process. We reserve the right to close the vacancy early if a suitable candidate is selected before the advertised closing date.

• Managing daily retail operations, ensuring smooth and efficient store functioning.
• Developing and implementing operational strategies to improve store performance and profitability.
• Overseeing inventory management, including stock control, ordering, and merchandising.
• Ensuring exceptional customer service standards are met and exceeded.
• Managing and training retail staff, fostering a positive and productive work environment.
• Monitoring sales performance, analyzing data, and identifying trends to drive sales growth.
• Implementing and enforcing company policies and procedures.
• Managing budgets and controlling operational costs.
• Collaborating with marketing teams to execute promotional campaigns.
• Ensuring visual merchandising standards are maintained across all stores.

• Bachelor's degree in Business Administration, Management, or a related field, or equivalent experience.
• Minimum of 4 years of experience in retail management, with a proven track record of success.
• Strong understanding of retail operations, inventory management, and customer service principles.
• Excellent leadership, communication, and interpersonal skills.
• Proficiency in retail management software and point-of-sale (POS) systems.
• Ability to analyze sales data and make data-driven decisions.
• Experience in managing and developing a team.
• A flexible approach to work, with the ability to manage responsibilities both remotely and on-site.
• Passion for the retail industry and customer satisfaction.
• Strong organizational and problem-solving skills.

• Supervise and coordinate the activities of retail sales associates to ensure optimal store performance.
• Assist in the recruitment, training, and development of store staff.
• Manage inventory levels, including ordering, receiving, and stocktaking, to minimize stockouts and overstock.
• Implement and maintain visual merchandising standards to enhance product appeal and store aesthetics.
• Ensure excellent customer service is provided by all staff members, addressing customer inquiries and complaints effectively.
• Monitor sales performance, analyze trends, and implement strategies to achieve sales targets.
• Oversee cash handling procedures and ensure compliance with all financial policies.
• Maintain store security and safety standards, ensuring a secure environment for staff and customers.
• Handle opening and closing duties as required.
• Assist in the development and implementation of in-store promotions and events.
• Conduct regular staff meetings to communicate company updates, performance goals, and operational changes.
• Perform administrative tasks related to store operations, which may include remote reporting and data analysis.
• Ensure compliance with company policies and procedures.
• Provide coaching and feedback to team members to foster professional growth and performance improvement.

• High school diploma or equivalent; Associate's or Bachelor's degree in Business Administration or a related field is preferred.
• Minimum of 3 years of experience in retail sales, with at least 1 year in a supervisory or leadership role.
• Proven ability to manage and motivate a team.
• Strong understanding of retail sales, merchandising, and inventory management.
• Excellent customer service and interpersonal skills.
• Proficiency in point-of-sale (POS) systems and basic computer applications (e.g., Microsoft Office Suite).
• Ability to work flexible hours, including evenings, weekends, and holidays as needed.
• Strong organizational and time management skills.
• Problem-solving abilities and a proactive approach to operational challenges.

• Develop and execute comprehensive retail operational strategies to enhance efficiency and profitability.
• Monitor and analyze sales performance, customer feedback, and market trends to identify opportunities for improvement.
• Implement and enforce operational policies and procedures to ensure consistency and high standards across all retail channels.
• Manage inventory levels, optimize stock management, and minimize losses.
• Oversee the customer experience, ensuring exceptional service delivery and prompt resolution of issues.
• Develop and manage operational budgets, controlling costs and maximizing return on investment.
• Train and mentor retail staff (where applicable through virtual coaching and resources) on operational best practices.
• Collaborate with marketing and merchandising teams to align operational activities with promotional campaigns.
• Implement and leverage technology solutions to streamline operations and enhance performance.
• Ensure compliance with all relevant health, safety, and regulatory standards.
• Drive continuous improvement initiatives within the retail operations framework.

• Bachelor's degree in Business Administration, Marketing, Retail Management, or a related field.
• Proven experience (5+ years) in retail management, with a strong focus on operations.
• Demonstrated success in driving sales growth and improving operational efficiency.
• Excellent understanding of retail best practices, inventory management, and customer service principles.
• Strong analytical and problem-solving skills, with the ability to interpret sales data and market information.
• Exceptional leadership and communication skills, with the ability to motivate teams remotely.
• Proficiency in retail management software and CRM systems.
• Strategic thinking and planning capabilities.
• Ability to work autonomously and manage multiple priorities in a remote setting.
• A passion for the retail industry and customer satisfaction.