Builders Warehouse Store Manager Vacancies in Kenya

Store Manager Job, Other Professions,

Division / Dept: OPERATIONS
EE 0
27 HR 0
45 HR1
Disability (Y) 0 (N) 0

Functions / Responsibilities:

1. Development of a store strategy in alignment to BWH strategy.

• Analysis of competitors & customer needs in the market that the store competes in;
• Clear identification, clarification & implementation of store strategy & departmental strategies in line with company strategy, ensuring full understanding of these within teams;
• Review implementation of strategy. Take corrective action to address problems/ amend/ update action on strategic plans, as needed;

2. Achieve financial targets.

• Achieve agreed financial budgets & targets through implementation of plans to achieve maximum profitability
• Sales and margin plans, that pro- actively identify opportunities to improve sales and margins;
• Shrinkage control and obsolescence plans, that proactively have controls in place that reduce risk;
• Expense control and personnel cost plans, including budget formulation;

3. Create and maintain a high energy, customer-centric and service-oriented climate.

• Ensure managers have technical and leadership competence to effectively direct, guide, inspire and energise subordinates;
• Ensure staff selected for positions are of the calibre to provide superior levels of performance and customer service – ensure objectivity and fairness in selection decisions;
• Ensure all staff are fully competent in the knowledge and skills required to perform their duties effectively and provide superior customer service;
• Plan and execute in-store activities/events to create excitement and raise energy and customer orientation of staff;

4. Grow Market share within the market that the store competes.

• Analyse basket value and develop plans to ensure sustainable growth;
• Continuously measure levels of customer satisfaction;
• Ensure store is appropriately ranged and stocked – in terms of quantity and balance – to achieve sales objectives;
• Ensure staff are correctly trained and motivated to provide superior customer service;
• Conduct regular price surveys and ensure price competitiveness;
• Ensure key customers are identified and appropriately “managed” to maintain/increase their purchases and profitability;
• Plan and execute promotions/specials and events/activities to generate excitement;

5. Management of people.

• Develop strategy that supports group goals of being the most attractive retailer to work;
• Develop Individual Development Plans to enable employee career plans;
• Manage non-performance through performance process;
• Manage Team Delivery based on performance plans;
• Ensure optimum staffing levels are maintained;

6. Manage Risk and compliance.

• Ensure all applicable laws, policies and rules are obeyed;
• Ensure all role players have been trained and have a clear understanding of both Interpretation and Application across all aspects of health and safety;
• Ensure all emergency contingency plans are in place, known to staff and are practiced;

• Submit monthly reports on all relevant information to the regional operations manager

Ensure customer satisfaction;

  • Acknowledge, approach and greet customers as required, understand their special needs and respond to their queries as required
  • Maintain housekeeping standards (i.e. clean and orderly checkout area)
  • Be aware of all promotions, promotional items and financial services products that are active in the store
  • Be familiar of the requirements of the CPA in order to advise customers
  • Direct customers to the correct departments or call the correct consultants to assist customers, as needed in a polite, friendly and professional manner
  • Ensure the Information Desk is well presented, clean and welcoming to customers
  • Keep up to date on emergency procedures and make the required announcements, if instructed to do so by management, should an emergency situation arise
  • Assist in banking, till points, and refunds as and when required

Assist at the Money Centre;

  • Man the money centre in the absence of the Money Centre Agent to ensure availability for customer engagement
  • Keep up to date with all Financial Services products and VAS products in order to respond to customer queries or requests for information
  • Process various payment types for various product offerings (eg. tickets, lotto, coupons etc.) for customers in a professional and efficient manner
  • Manage float at the Money Centre counter according to all policies and procedures
  • Conduct customer interviews for opening of new accounts for Real People and RCS cards
  • Liaise with Real People and RCS with regards approval of loans for new and existing customers
  • Complete / capture the relevant product application information correctly onto the system
  • Record, follow up, resolve and/or escalate customer (internal & external) queries pertaining to Financial Services products
  • Keep filing and record keeping up to date
  • Provide feedback on customer queries to Regional Financial Services Manager as and when required
  • Carry out ad hoc administration and other duties as required by the Front End manager
  • Report any system queries or accessibility problems to the Front End Manager timeously

Assist at Front End;

  • Assist the Front End Manager with scheduling, attendance, clocking and taking of day offs, tea and lunches
  • Assist the Front End Manager with ensuring that refunds and customer repairs are correctly processed, adhering to the limits of authority and that all policies and procedures are followed
  • Ensure that all Cashiers have enough change and that change ordered by Cashier is the same delivered back to frontline
  • Assist with cashing up of cashiers in banking office as and when required
  • Escalate any faults/problems with equipment to Front End Manager and/or UCS immediately by logging calls and the Admin Manager to be informed of such call logs
  • Ensure adequate supplies of stationery (till rolls, standalone device rolls, plastic bags) daily
  • Authorise all refunds (for items out of stock and returns) processed on the yard/ building materials till on POS.
  • Follow the correct company procedures for refunds

Assist at the Information Counter;

  • Assist customers with price queries
  • Resolve queries on incorrect pricing/shelf edge ticketing
  • Report to Front End Manager and Sales Manager if barcodes for specific items are incorrect on the system so that they can be overridden on the system
  • Assist walk in customers with queries regarding on-line deliveries and collections.

Assist with Dispatch

  • Assist with the control of deliveries by ensuring that correct documentation has been handed to the driver and that the customer is notified of the delivery date and time
  • Follow company policy and process for out of stocks and ensure that out of stock articles are processed as per the processes for both in store and online orders
  • Reconcile the documentation correctly to the system reports daily and complete and file documentation daily including the filing of outstanding collections and partial collections
  • Follow up on outstanding or non-scheduled deliveries daily
  • Ensure that partial collections are correctly recorded as per the policy and follow up weekly
  • Drive fulfilment targets for both Collections and Deliveries in order to ensure optimum customer service


• Grade 12/ Matric
• Relevant tertiary qualification
• 5-10 years related experience at Senior management level in a retail
• environment
• Expert ability to analyse retail financial records to maximize profitability
• Advanced Computer skills – in all MS packages
• Experience with SAP an added advantage
Clear credit & criminal record essential

How To Apply

Application closing date: 29th March 2021
Contact person for further information about this vacancy/forwarding of application:
Name: Aissa Gundo
e-mail: [email protected]

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