Job Description

About Company
We are Hiring for a growing Kenyan fashion brand built on quality, identity and customer connection. They design and produce garments that reflect their customers’ lives and are deliberate about the experience they create at every touchpoint. As they scale, they are building the leadership team that will take them there with discipline, clarity and commercial rigour.

Role Purpose
To lead, manage and grow the retail sales and customer experience function by delivering profitable revenue, building repeat customer loyalty, driving team performance, protecting inventory integrity and ensuring every customer interaction meets the brand standard.

Key Accountabilities
1. Revenue & Profitability Delivery
– Own and deliver the monthly and quarterly retail revenue target.
– Manage gross margin through disciplined discount control and upsell execution.
– Drive improvement in average order value, units per transaction and conversion rate.
– Monitor and act on slow-moving stock, sell-through rates and inventory performance.
– Provide structured product and availability feedback to production and merchandising.

2. Customer Experience Leadership
– Set and enforce the customer experience standard across all sales touchpoints.
– Own CSAT and NPS performance and lead continuous improvement against these metrics.
– Ensure first contact resolution, complaint handling and service recovery are executed at the highest level.
– Reduce service-related revenue leakage: refunds, goodwill credits and repeat complaints.
– Translate customer insight and complaints data into actionable intelligence for the business.

3. Team Performance & Development
– Directly manage and develop Sales Associates.
– Build a culture of accountability: clear targets, regular check-ins, honest feedback and recognition.
– Run weekly team performance reviews and monthly 1:1 assessments.
– Identify and address capability gaps through targeted development, not generic training.

4. Operational & Execution Discipline
– Own the daily and weekly sales execution rhythm: shift targets, floor standards, reporting.
– Ensure visual merchandising and brand presentation standards are consistently upheld.
– Maintain and improve the CX and Sales operating dashboards.
– Lead the quarterly performance review for Sales and CX, reporting directly to the CEO.

5. Stock Management & Inventory Control
– Own retail stock accuracy; ensure physical stock counts match system records at all times.
– Lead weekly stock reviews covering sell-through by SKU, ageing stock, and stock-outs on fast-moving lines.
– Manage the receiving, storage and floor replenishment process to ensure availability and presentation standards are met.
– Identify slow-moving and end-of-season stock early and recommend markdown or promotional action.
– Submit structured monthly stock performance reports to production and merchandising covering replenishment needs, style performance and availability gaps.
– Prevent stock loss through disciplined floor controls, handling standards and shrinkage monitoring.
– Ensure accurate stock handover between production dispatch and the retail floor.

6. Cross-Functional Collaboration
– Partner with Marketing on campaign-driven traffic, promotions and conversion performance.
– Align with Production on dispatch accuracy, handover quality and production-caused availability issues.
– Work with Merchandising on stock performance data, replenishment priorities and new collection readiness.
– Serve as the voice of the customer and sales floor in leadership discussions.