ROLE CONTEXT

The *Senior Retail Operations Manager role is critical to strengthening our client retail structure as the business scales. With multiple stores across regions and an expanding brand portfolio, the business requires a senior operational leader dedicated to managing cluster leads, driving consistent execution of strategy, and ensuring accountability for sales and customer experience at store level. This role creates a vital link between strategic retail leadership and frontline operations, enabling faster decision-making, stronger people development, and tighter performance management across clusters, improved efficiency, greater consistency in brand standards, and stronger commercial results.

This role manages Area / Cluster Managers to drive execution of the retail strategy, people development, and commercial performance across the store network, acting as the key link between the Head of Retail and field operations.

MAIN ACCOUNTABILITIES AND ACTIVITIES

1. Sales & Performance Management

• Monitor cluster and store performance against KPIs (revenue, conversion, basket size, ASP, MSI, shrinkage, etc.).
• Partner with merchandising and supply chain teams to ensure stock availability, allocation efficiency, and sell-through.
• Lead regional performance reviews, driving accountability and corrective actions.

2. Operational Leadership

• Manage and support Cluster Leads to ensure all stores meet revenue, profit, and operational standards.
• Translate retail strategy into actionable operational plans for each cluster.
• Ensure compliance with SOPs, retail standards, and brand presentation guidelines across regions.

3. People Leadership & Development

• Provide coaching, guidance, and performance management for Cluster Leads.
• Build leadership capability and succession pipelines across the retail field team.
• Support training, development, and engagement programs that drive frontline excellence.

4. Customer & Brand Excellence

• Champion our client Customer Experience framework across all regions.
• Partner with Visual Merchandising and Marketing teams to ensure consistent in-store brand presentation and activations.
• Drive initiatives to raise service, quality, and brand standards across the regional network.

5. Operational Efficiency

• Manage cost efficiency across clusters, including payroll, shrinkage, inventory accuracy, and operational expenses.
• Support new store openings, relocations, and refurbishments in collaboration with Property and Projects teams.
• Implement process improvements to enhance operational scalability and efficiency.

6. Cross-functional Collaboration

• Act as liaison between retail field operations and HQ functions (HR, Finance, Product, Marketing, Supply Chain).
• Support integration of ERP and digital tools to strengthen operational execution.
• Contribute to strategic projects including loyalty rollout, retention strategies, and new retail concepts.

Requirements

EDUCATION/KNOW-HOW & COMPETENCIES

Know-How, Technical Skills and Experience

• Bachelor’s degree in Business, Retail Management, Fashion Merchandising, or related field. MBA is an added advantage.
• 8+ years’ experience in multi-store retail management, with at least 3 years in a senior role overseeing multiple regions/clusters.
• Demonstrated success in driving sales growth, operational efficiency, and customer experience in fashion, lifestyle, or consumer retail.
• Strong commercial acumen, analytical skills, and people leadership capability.
• Experience in fast-paced, multi-country or regional retail environments

Behavioral Competencies/Personal characteristics

• Results-oriented, balancing strategy with execution.
• Excellent communication, collaboration, and relationship-building skills.
• Strong leadership presence with ability to influence at all levels.
• Customer-obsessed, with passion for delivering retail excellence.
• Adaptable, resilient, and comfortable with travel and changing priorities.
• High integrity and commitment to our client values.

Working Conditions:

• Travel between HQ and stores (Nairobi, Out of Town and Cross-border)
• Weekend and holiday work as required

• Monitor cluster and store performance against KPIs (revenue, conversion, basket size, ASP, MSI, shrinkage, etc.).
• Partner with merchandising and supply chain teams to ensure stock availability, allocation efficiency, and sell-through.
• Lead regional performance reviews, driving accountability and corrective actions.
• Manage and support Cluster Leads to ensure all stores meet revenue, profit, and operational standards.
• Translate retail strategy into actionable operational plans for each cluster.
• Ensure compliance with SOPs, retail standards, and brand presentation guidelines across regions.
• Provide coaching, guidance, and performance management for Cluster Leads.
• Build leadership capability and succession pipelines across the retail field team.
• Support training, development, and engagement programs that drive frontline excellence.
• Champion our client Customer Experience framework across all regions.
• Partner with Visual Merchandising and Marketing teams to ensure consistent in-store brand presentation and activations.
• Drive initiatives to raise service, quality, and brand standards across the regional network.
• Manage cost efficiency across clusters, including payroll, shrinkage, inventory accuracy, and operational expenses.
• Support new store openings, relocations, and refurbishments in collaboration with Property and Projects teams.
• Implement process improvements to enhance operational scalability and efficiency.
• Act as liaison between retail field operations and HQ functions (HR, Finance, Product, Marketing, Supply Chain).
• Support integration of ERP and digital tools to strengthen operational execution.
• Contribute to strategic projects including loyalty rollout, retention strategies, and new retail concepts.

• Strong commercial acumen
• Analytical skills
• People leadership capability
• Excellent communication skills
• Collaboration skills
• Relationship-building skills
• Leadership presence
• Ability to influence at all levels
• Customer-focused
• Adaptability
• Resilience
• High integrity

• Bachelor’s degree in Business, Retail Management, Fashion Merchandising, or related field. MBA is an added advantage.
• 8+ years’ experience in multi-store retail management
• At least 3 years in a senior role overseeing multiple regions/clusters.
• Demonstrated success in driving sales growth, operational efficiency, and customer experience in fashion, lifestyle, or consumer retail.
• Experience in fast-paced, multi-country or regional retail environments