Product Associate - Operations at Zamara Kenya

ABOUT THE ROLE 

• Achieving Zamara’s ambitious strategic priorities will be complex and challenging.  Its continued success will be dependent on building and retaining a world-class team.
• The Product Associate - Operations is responsible for improving how Zamara Retail operates by identifying inefficiencies in time use, consistency, and visibility, and addressing them through process design, data analysis, and technology enablement. The role focuses on improving workflows, strengthening operational insight, and enabling teams to work more effectively to support a faster, more consistent, and scalable operating model.

KEY ROLES AND RESPONSIBILITIES 

In more detail, the areas of responsibility include

Process Design & Improvement

• Conduct structured end-to-end reviews of retail customer journeys to surface inefficiencies, identify root causes, and translate findings into a prioritised improvement plan
• Design, document, and implement SOPs for critical retail processes, ensuring they are clear, practical, and consistently applied, and reviewed regularly
• Identify automation and technology enablement opportunities across the retail team; scope requirements and work with IT to deliver solutions that reduce manual effort and operational risk
• Lead the adoption of new tools and systems within the retail team, managing change communications, training, and uptake measurement
• Serve as the retail team’s liaison with IT, Operations, Governance Risk & Compliance (GRC), and Analytics to sequence and deliver the operational improvement agenda

Data, Analytics & Reporting

• Build and maintain dashboards and performance reports that give leadership accurate, timely visibility into team productivity, client service delivery, pipeline health, and commercial performance
• Develop and maintain the retail team’s data architecture, working with IT and Analytics to ensure data is well-structured, reliable, and accessible for decision-making
• Prepare product-client analytics that support strategic and commercial decisions across the retail business
• Drive data quality and integrity across retail systems including the CRM and client management platforms, establishing standards that make reporting reliable
• Translate analytical findings into clear, actionable recommendations – presenting insights in a way that drives decisions, not just informs them

Operational Management

• Own the retail team’s operational reporting framework, trackers, KPIs, and project logs, keeping them current and always fit for purpose
• Identify and resolve operational issues systematically, ensuring closure in line with division standards and timelines
• Coordinate with functional teams across the organisation to ensure retail operational priorities are delivered on schedule and to the required standard
• Support the retail leadership team with structured project coordination and special strategic assignments

KEY SKILLS AND QUALIFICATION

The following experience is preferred:

• Bachelor’s degree in a business-related field, Data Science, Statistics, or a related quantitative discipline is equally considered
• Minimum of 3-5 years’ experience in business operations, process improvement, data analytics, or a related field
• Demonstrated experience in SOP development, process mapping, and workflow design
• Proficiency in data and productivity tools – Excel, Power BI, or equivalent; exposure to SQL, Python, or data science tools is an advantage
• Track record of translating data and analysis into business recommendations that drive operational decisions
• Experience working across cross-functional teams to deliver operational outcomes
• Exposure to CRM systems and an understanding of how data quality underpins business performance
• Business Acumen

The following personal qualities are preferred:

• Analytical thinking
• Precision
• Problem Solving
• Assertive
• Proactive and self-directed
• Strategic Execution
• Social and interpersonal skills