JOB TITLE

 

SHOP OPERATIONS MANAGER

NATURE OF JOB

FULL TIME

INDUSTRY

TELECOMMUNICATIONS

SALARY

KSHS. 50,000 – 70,000

JOB LOCATION

NAIROBI, CBD

 

DUTIES AND RESPONSIBILITIES

Operations Management

  • Oversee day-to-day dealership operations, ensuring smooth and efficient service delivery.
  • Ensure adherence to standard operating procedures (SOPs) and company policies.
  • Monitor inventory levels and ensure timely ordering and stocking of telecom products and devices.

Sales & Revenue Management

  • Develop and execute sales strategies to achieve monthly and quarterly sales targets.
  • Track sales performance and implement corrective actions where necessary.
  • Promote and upsell telecom services including M-PESA, voice/data bundles, and smart devices.

Team Leadership & Development

  • Manage, mentor, and motivate dealership staff to deliver excellent customer service and hit KPIs.
  • Conduct regular performance reviews and coaching sessions.
  • Ensure proper staffing, scheduling, and delegation of tasks.

Customer Experience

  • Ensure the highest level of customer satisfaction by resolving issues and complaints promptly.
  • Maintain a professional and welcoming environment in line with brand standards.
  • Train staff on customer handling and service delivery protocols.

Compliance & Reporting

  • Ensure all transactions comply with Safaricom and company policies, including anti-fraud and AML (Anti-Money Laundering) regulations for M-PESA.
  • Generate and submit periodic reports on sales performance, stock levels, staff performance, and other key metrics.
  • Maintain accurate records of all dealership activities and financial transactions.

 

KEY REQUIREMENT SKILLS AND QUALIFICATION

  • Diploma or Bachelor's degree in Business Administration, Sales & Marketing, or a related field
  • Minimum of 3 years' experience managing a telecom dealership, preferably within a Safaricom retail or agency network
  • Proven leadership and team management skills, with a strong track record of achieving sales KPIs
  • In-depth knowledge of telecom products and services, including M-PESA, data/voice bundles, mobile devices, and postpaid solutions
  • Strong communication and interpersonal skills

 

HOW TO APPLY

  • If you meet the above qualifications, skills and experience share CV on This email address is being protected from spambots. You need JavaScript enabled to view it.
  • Interviews will be carried out on a rolling basis until the position is filled.
  • Only the shortlisted candidates will be contacted.