JOB TITLE: Retail Training and Development Manager

LOCATION: Nairobi

REPORTING TO: Head of Retail and Customer Experience

Vivo presently operates 30 physical stores in Kenya, 2 stores in Kigali, another in Uganda, and an online presence. Our Mission and Vision, “To be Africa’s most loved fashion brand” and “Africa Dressing Herself,” steer our five core company values. We prioritize our customers, aiming to enhance their lives through our products while nurturing and developing our talent and employees within the Vivo family. This underscores our commitment to recruiting, cultivating, and retaining the brightest minds globally. Embracing our fundamental principles — #OurPeopleFirst, #OneTeam, #DelightOurCustomers, #ChallengeTheStatusQuo, and #OwnTheResult — fosters a distinctive culture throughout our organization, enabling us to unlock the immense potential of this dynamic industry.

Job Purpose

The Retail Training & Development Manager plays a pivotal role in building a culture of retail excellence across Vivo stores. The role is responsible for designing and implementing structured learning and capability-building programs that align with the company’s retail standards, customer journey framework, and commercial goals.

Key Responsibilities

• Develop and implement a comprehensive Retail Training Framework and Annual Training Calendar.
• Design and deliver engaging training modules on customer experience, sales techniques, product knowledge, retail operations, and leadership.
• Develop and maintain standardized induction, refresher, and leadership training programs across all regions.
• Partner with Retail, HR, and Operations teams to identify skill gaps and design targeted development interventions.
• Establish a ‘train-the-trainer’ system to empower store and cluster leaders as in-store coaches.
• Measure training effectiveness through post-training evaluations, store performance KPIs, and customer experience outcomes.
• Develop tools and dashboards to track training completion, feedback, and ROI.
• Drive a culture of continuous learning and capability growth across the retail network.
• Support leadership development and internal talent mobility through structured pathways.

Key Skills

• Strong facilitation and presentation skills; able to engage and inspire diverse teams.
• Deep understanding of retail operations, customer experience, and sales processes.
• Excellent planning, organization, and program design skills.
• Analytical mindset with ability to link training outcomes to business performance.
• Excellent communication and collaboration abilities across multiple teams and levels.
• Passionate about developing people and fostering continuous improvement.

Qualifications and Experience

• Bachelor’s degree in Human Resources, Business, Education, or related field.
• Professional certification in Learning & Development, Training, or Coaching is an advantage.
• Minimum of 5 years’ experience in retail training, learning and development, or retail operations (fashion/lifestyle retail preferred).
• Demonstrated experience developing and delivering training programs at scale.
• Familiarity with e-learning tools and blended learning methodologies is a plus.
• Proven ability to translate business goals into impactful training initiatives.

What We Offer

At Vivo, our people are our most valuable asset, and we take pride in our internal promotion and training programs that offer growth opportunities. We foster a supportive culture, care about our employees’ well-being, ensure a work-life balance, value individual voices, and provide the necessary tools for making a meaningful impact.