Job Summary:
Beauty Square is a premier reseller of fragrances, skin, and
hair care products based in Nairobi. The company’s mission is to empower
clients to take charge of how they look and feel by providing personalized
advice, premium product curation, and a commitment to exceptional service. The
Operations Manager will lead day-to-day operational excellence, enhance team
performance, and drive customer-centric initiatives. This role demands a
results-driven leader with a passion for beauty, proven operational acumen, and
the ability to transform teams. The role holder will be instrumental in
integrating technology, improving cost efficiency, and enhancing the customer
experience across all touchpoints, that is both in-store and online.
Key Responsibilities:
Operational Excellence & Technology Integration
- Develop
and lead operational strategies that streamline workflows, optimize
inventory, and reduce costs.
- Implement
and oversee CRM and POS systems ensuring seamless integration between
online and offline channels.
- Monitor
AI-enhanced store features and technology-driven improvements aimed at
improving customer experience and increasing sales.
- Track
and report on operational efficiency goals including a 20% reduction in
operational costs and improved accuracy in financial and inventory
systems.
Customer Experience
& Retention
- Improve
customer satisfaction, loyalty, and retention by redesigning complaint
resolution processes, feedback loops, and service touchpoints.
- Lead
the development of a streamlined service strategy to reduce churn and
improve Net Promoter Scores (NPS).
- Optimize
the in-store and logistics experiences, ensuring faster issue resolution
and consistent engagement across platforms.
Team Leadership &
Performance Management
- Recruit,
onboard, train, and retain a high-performing, customer-facing team.
- Lead
weekly check-ins and performance reviews to support staff development,
track KPIs, and align with business goals.
- Foster
a growth-driven work environment through coaching, goal-setting, and a
focus on productivity.
- Reduce
absenteeism and lateness by ensuring schedule clarity and accountability.
Product Knowledge &
Expertise Development
- Oversee
training and certification of customer-facing staff in skincare, haircare,
and fragrance.
- Conduct
regular product knowledge assessments to ensure consistent advisory
quality.
- Track
client feedback and CRM engagement to assess effectiveness of expert
consultations.
- Mentor
and provide actionable feedback to enhance team knowledge and client
interaction quality.
Brand Engagement &
Customer Education
- Launch
content and educational programs such as webinars, workshops, and
personalized consultations to position Beauty Square as a knowledge
leader.
- Measure
and report on growth in customer engagement, market share, and
consultation feedback.
- Drive
UGC (user-generated content) initiatives and customer advocacy to elevate
brand presence.
Financial Oversight
& Cost Control
- Partner
with finance to implement and maintain budget controls, cost-saving
strategies, and expense tracking systems.
- Monitor
monthly expense trackers (OPEX), reduce wastage, and ensure timely vendor
payments.
- Conduct
variance analyses and participate in monthly finance syncs to review risks
and insights.
- Roll
out an expense approval system and ensure 95%+ compliance.
Culture & Brand
Alignment
- Build
a customer-obsessed culture through regular brand training, recognition
programs, and internal alignment quizzes.
- Launch
and manage a Brand Ambassador Program to incentivize value-driven
performance.
- Collect
and track brand engagement metrics including CSAT scores, mystery shopper
feedback, and team-driven social content.
Required Qualifications and
Skills:
- Bachelor’s
degree in Business Administration, Operations, Retail Management, or a
related field.
- Minimum
of 5 years’ experience in operations, preferably within retail, beauty,
lifestyle, or FMCG sectors.
- Proven
track record in team leadership, cost optimization, and customer
experience transformation.
- Strong
understanding of POS/CRM systems, inventory management, and customer
analytics.
- Demonstrated
ability to mentor staff and build culture-driven, high-performing teams.
- Excellent
project management, communication, and analytical skills.
- Tech-savvy,
with an affinity for innovation in retail and digital platforms.
Key Competencies
- Strategic
thinking and execution
- People
leadership and mentorship
- Passion
for beauty, customer service, and education
- Financial
discipline and budgeting
- Systems
thinking and process optimization
- Problem-solving
and adaptability
- Strong
emotional intelligence and collaboration
How to Apply
If you are up to the challenge and possess the necessary
qualifications and experience:
Please send your application with the subject line: “Operations
Manager Application”
Deadline: Wednesday, July 16th, 2025
Application Requirements:
A one-page cover letter addressing relevant accomplishments
aligned with the job.
Your CV.
Your expected salary.
