As the Branch Team Leader, you will be responsible for the overall management and success of the Nairobi branch. Your role involves overseeing daily operations, driving sales performance, and ensuring exceptional customer service. You will lead a diverse team, manage inventory levels, and ensure that all financial and administrative processes align with company standards and policies.
Key Responsibilities
Branch Operations & Administration
- Supervise all branch activities including sales, stock control, customer service, and staff performance.
- Ensure smooth daily running of the showroom while upholding company standards and policies.
- Manage staff schedules, assign duties, and monitor performance.
- Ensure necessary documents are filled by design consultants and dispatched to the concerned departments according to standard procedures.
- Verify and maintain leave records, conduct sample payroll verification, and resolve staff queries regarding clock cards.
- Ensure accurate data entry and system maintenance.
- Attend to account cancellations and run O/S bookings to maintain system records.
- Follow up on scheduled reports and update the branch checklist.
Financial Management & Compliance
- Oversee cash desk operations and ensure procedures are respected.
- Monitor and manage debtors, reviewing unpaid accounts weekly to follow arrears procedures.
- Assist in formulating branch budgets and cash flows.
- Limit unnecessary expenses and manage petty cash.
- Ensure compliance with internal controls and financial policies.
Stock & Inventory Management
- Oversee stock levels to ensure availability of fast-moving furniture and décor items.
- Coordinate with inventory, warehouse, and supply chain teams for replenishment and transfers.
- Conduct regular stock counts and reconciliations.
- Investigate and resolve stock discrepancies.
- Manage branch security to prevent theft and fraud, ensuring general safety for staff and customers.
Sales & Customer Service
- Inspire the sales team to achieve targets through customer-focused strategies.
- Ensure the branch achieves its set sales targets.
- Verify that product codes on the system match POS tickets on the shop floor.
- Ensure items are displayed according to range plans with correct pricing.
- Provide excellent customer service and handle complaints tactfully.
- Optimize the use of marketing tools and communicate promotional info to employees.
- Collaborate with the sales team on activities to boost sales and follow up on outstanding bookings.
- Identify opportunities for new products and analyze competitor activities to identify threats and opportunities.
- Identify new geographical or industry sector markets for products.
Staff Management & Development
- Lead, mentor, and coach branch staff to achieve sales and operational goals.
- Conduct performance appraisals and recommend training.
- Design and conduct team training on sales, customer service, and market trends.
- Ensure effective internal communications across the organization.
- Plan and approve staff leave schedules.
- Foster a culture of energy, integrity, and customer-centricity.
Qualifications and Experience
- Bachelor’s degree in Business Administration, Commerce, Supply Chain, or a related field.
- CPA II qualification is an added advantage.
- 3–5 years’ experience in retail branch management or supervision.
- Industry experience in Motor, Electronics & Technology, Real Estate, or Fashion with high-touch customer service is preferred.
- Strong knowledge of stock and inventory management.
- Proven experience in showroom sales management.
- Proficiency in ERP/stock management systems and MS Office (Excel, Word, PowerPoint). Experience with Odoo is desirable.
