Shop Manager- Nairobi at CDL Human Resource

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, 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

 KEY REQUIREMENTS

• 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.