Vacancy title:
Operations Manager

[Type: FULL_TIME, Industry: Hospitality, and Tourism, Category: Admin & Office]

Jobs at:
Beauty Square

Deadline of this Job:
Wednesday, July 16 2025

Duty Station:
Kenya | Nairobi | Kenya

Summary
Date Posted: Tuesday, July 1 2025, Base Salary: Not Disclosed

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JOB DETAILS:

Key Responsibilities:

Operational Excellence & Technology Integration

• Develop and lead operational strategies that streamline workflows, optimize inventory, and reduce costs.
• Implement and oversee CRM and POS systems ensuring seamless integration between online and offline channels.
• Monitor AI-enhanced store features and technology-driven improvements aimed at improving customer experience and increasing sales.
• Track and report on operational efficiency goals including a 20% reduction in operational costs and improved accuracy in financial and inventory systems.

Customer Experience & Retention

• Improve customer satisfaction, loyalty, and retention by redesigning complaint resolution processes, feedback loops, and service touchpoints.
• Lead the development of a streamlined service strategy to reduce churn and improve Net Promoter Scores (NPS).
• Optimize the in-store and logistics experiences, ensuring faster issue resolution and consistent engagement across platforms.

Team Leadership & Performance Management

• Recruit, onboard, train, and retain a high-performing, customer-facing team.
• Lead weekly check-ins and performance reviews to support staff development, track KPIs, and align with business goals.
• Foster a growth-driven work environment through coaching, goal-setting, and a focus on productivity.
• Reduce absenteeism and lateness by ensuring schedule clarity and accountability.

Product Knowledge & Expertise Development

• Oversee training and certification of customer-facing staff in skincare, haircare, and fragrance.
• Conduct regular product knowledge assessments to ensure consistent advisory quality.
• Track client feedback and CRM engagement to assess effectiveness of expert consultations.
• Mentor and provide actionable feedback to enhance team knowledge and client interaction quality.

Brand Engagement & Customer Education

• Launch content and educational programs such as webinars, workshops, and personalized consultations to position Beauty Square as a knowledge leader.
• Measure and report on growth in customer engagement, market share, and consultation feedback.
• Drive UGC (user-generated content) initiatives and customer advocacy to elevate brand presence.

Financial Oversight & Cost Control

• Partner with finance to implement and maintain budget controls, cost-saving strategies, and expense tracking systems.
• Monitor monthly expense trackers (OPEX), reduce wastage, and ensure timely vendor payments.
• Conduct variance analyses and participate in monthly finance syncs to review risks and insights.
• Roll out an expense approval system and ensure 95%+ compliance.

Culture & Brand Alignment

• Build a customer-obsessed culture through regular brand training, recognition programs, and internal alignment quizzes.
• Launch and manage a Brand Ambassador Program to incentivize value-driven performance.
• Collect and track brand engagement metrics including CSAT scores, mystery shopper feedback, and team-driven social content.

Required Qualifications and Skills:

• Bachelor’s degree in Business Administration, Operations, Retail Management, or a related field.
• Minimum of 5 years’ experience in operations, preferably within retail, beauty, lifestyle, or FMCG sectors.
• Proven track record in team leadership, cost optimization, and customer experience transformation.
• Strong understanding of POS/CRM systems, inventory management, and customer analytics.
• Demonstrated ability to mentor staff and build culture-driven, high-performing teams.
• Excellent project management, communication, and analytical skills.
• Tech-savvy, with an affinity for innovation in retail and digital platforms.

Key Competencies

• Strategic thinking and execution
• People leadership and mentorship
• Passion for beauty, customer service, and education
• Financial discipline and budgeting
• Systems thinking and process optimization
• Problem-solving and adaptability
• Strong emotional intelligence and collaboration

Work Hours: 8

Experience in Months: 60

Level of Education: bachelor degree

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