JOB TITLE: Senior Retail Operations 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 Senior Retail Operations Manager plays a critical role in strengthening Vivo’s retail structure as the business scales. This position ensures consistent execution of strategy, accountability for sales and customer experience, and operational excellence across all store clusters. The role bridges strategic retail leadership and frontline execution — driving people development, process discipline, and performance delivery across the store network to achieve growth, consistency, and superior customer satisfaction.

Key Responsibilities

• Lead and oversee multi-store retail operations, ensuring achievement of revenue, profitability, and KPI targets.
• Manage and develop Cluster Leads to drive excellence in store execution, staff capability, and customer experience.
• Implement operational plans and ensure alignment with company strategy, retail standards, and SOPs.
• Conduct regional performance reviews and lead corrective actions to improve underperforming clusters.
• Partner with cross-functional teams to optimize operations and customer outcomes.
• Drive people development initiatives to build strong leadership pipelines within retail teams.
• Champion customer experience excellence and ensure consistency of brand presentation across all stores.
• Oversee cost efficiency, inventory accuracy, and compliance with operational policies across clusters.
• Support new store openings, relocations, and concept rollouts.
• Contribute to strategic retail projects, including technology adoption and process improvement.

Key Skills

• Strong leadership and people management capability with proven experience managing multi-store teams.
• Excellent analytical and commercial acumen; able to interpret performance data to drive decisions.
• Sound understanding of retail KPIs and operational best practices.
• Excellent communication, collaboration, and cross-functional influence skills.
• Strong problem-solving ability, resilience, and adaptability in dynamic environments.
• Passion for customer service and retail excellence.

Qualifications and Experience

• Bachelor’s degree in Business, Retail Management, or related field; MBA is an added advantage.
• Minimum of 8 years’ experience in multi-store or regional retail management, including at least 3 years in a senior leadership role.
• Demonstrated success in driving sales growth, operational efficiency, and customer experience in fashion or consumer retail.
• Proven ability to manage and develop teams across multiple locations.
• Strong understanding of operational processes, stock management, and store profitability drivers.

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.