Operations Manager – Retail & E-Commerce

Operations

K sh 180,000 – 320,000 gross / month

Openings: 1 Location: Nairobi – Westlands (Muthithi Rd) Overview: Our client is on the hunt for an Operations Manager who loves the buzz of retail but thinks in systems, not chaos. This tech-enabled electronics retailer runs six Nairobi stores, a busy online shop, and a fulfillment center that never sleeps. From Westlands HQ, you’ll be the person turning all those moving parts into one smooth, customer-happy machine. It’s a role that lives at the intersection of people, process, and performance. You’ll balance staffing rosters, inventory flow, and store readiness while keeping customer experience at the heart of it all. Promotions, flash sales, and delivery cut-offs, nothing fazes you because you plan ahead and move with purpose. If “organized” is your love language and dashboards are your favorite art form, you’ll feel right at home here. Expect to collaborate with merchandising, logistics, and CX teams to keep SLAs tight and surprises minimal. The culture rewards hands-on leadership and data-driven decisions, but never forgets that happy teams make happy customers. So, if you can take an operational orchestra and make it hum without missing a beat or losing your sense of humor, this one’s calling your name. Key Responsibilities: - Own daily ops huddles, staffing plans, and service rosters across stores/DC. - Standardize SOPs for receiving, put-away, picking, click-and-collect, and returns. - Run weekly KPI reviews (OTIF, CVR, NPS, shrink, hours/labour). - Coordinate with Merch/Marketing on promo readiness and stock integrity. - Drive cost controls (overtime, wastage, packaging); enforce safety. - Lead incident reviews; close corrective and preventive actions (CAPA). - Build a culture of documentation, coaching, and continuous improvement. Education & Experience: - BCom (Operations/Marketing/BIS) or BA (PPM); Diploma in Business considered with experience. - 5–7 years operations leadership in retail/e-commerce/3PL. Skills & Tools: - WMS/TMS, Excel/BI, workforce planning, stakeholder influence, service mindset. KPIs: - OTIF %, NPS, pick accuracy, shrink %, labour productivity, and incident closure time. Compensation (Kenya): KES 180,000–320,000 + annual performance bonus. Figures are estimates shared by our clients and vary with your experience, interview performance, certifications, and company pay bands. Benefits: - Medical, pension, phone/data, training budget. Growth Path (hierarchy/expected promotions): - Senior Operations Manager → Head of Operations → Operations Director. This is the ideal hierarchy inside the client’s company and thus the expected growth cycle for this position.