Retail and Consumer GoodsFull-TimeMid-level(3-5 yrs)
Job Description
CDL Human Resource is seeking a Shop Manager for a retail outlet in Kitui. The successful candidate will be responsible for driving the sales of Safaricom products and services, managing staff, and ensuring high standards of customer service. The role involves overseeing daily operations, managing inventory, ensuring M-PESA compliance, and financial reporting.
Key Responsibilities
Sales & Performance Management
Drive sales of Safaricom products and services, including SIM cards, M-PESA, airtime, bundles, registrations, and value-added services.
Drive sales of mobile phones and accessories from Safaricom and other approved brands.
Ensure achievement of daily, weekly, and monthly sales targets across services, devices, and accessories.
Monitor individual staff performance and provide coaching, motivation, and guidance to improve results.
Implement sales promotions, campaigns, and marketing initiatives as directed by management.
Customer Service & Experience
Ensure high standards of customer service at all times.
Advise customers on suitable phones, accessories, and Safaricom services based on their needs and budgets.
Handle customer complaints and escalations professionally and in a timely manner.
Ensure the shop environment is clean, organized, professional, and customer-friendly.
Staff Supervision & Management
Supervise, schedule, and manage all shop staff.
Train staff on Safaricom products, mobile phones, accessories, and customer service standards.
Enforce company policies, discipline, attendance, and performance expectations.
Conduct basic performance reviews and provide regular feedback to staff.
Stock & Inventory Management
Oversee stock levels of SIM cards, mobile phones, accessories, airtime, and devices across all brands.
Ensure accurate stock tracking, reconciliation, and reporting.
Prevent stock losses, theft, fraud, or misuse through effective controls.
Coordinate stock replenishment with suppliers, Safaricom, and management.
M-PESA Operations & Compliance
Ensure proper M-PESA operations in line with Safaricom and regulatory requirements.
Manage M-PESA float levels and monitor daily transactions.
Ensure accurate record-keeping and reporting of M-PESA transactions.
Enforce KYC, data protection, anti-fraud, and compliance policies.
Financial Management & Reporting
Ensure accurate daily sales reconciliation and proper cash handling.
Monitor shop expenses and support basic budgeting activities.
Prepare and submit daily, weekly, and monthly sales and operational reports.
Ensure compliance with internal controls, audits, and financial procedures.
Operations & Compliance
Ensure compliance with company policies, Safaricom dealer policies, and branding guidelines.
Ensure the shop meets legal, safety, and regulatory requirements.
Coordinate with management on operational and performance matters.
Ensure all systems, tools, and equipment are functional and well maintained.
Requirements
Skills & Competencies
Personal Skills: Polished and confident personality; Strong product knowledge; Excellent communication skills; Strong analytical abilities; High energy and self-motivation; Sales-driven and persuasive; High level of integrity, reliability, and ability to work under pressure.
Leadership Skills: Strong leadership and team management skills; Ability to motivate and inspire a team; Training and coaching capability; Strong problem-solving skills; Mediation and conflict resolution skills.
Qualifications & Experience
Proven experience (2–4 years) in sales and customer service, preferably in telecommunications, Safaricom dealer outlets, or fast-paced retail environments.
At least 1–2 years’ experience in a supervisory or managerial role is an added advantage.
Demonstrated ability to meet or exceed sales targets and grow market share.
Diploma or Degree in Business Administration, Sales & Marketing, or a related field.
