Posted 1 year ago


Responsible for promoting the image of the group so that maximum growth occurs. He also interacts professionally with customers and staff in order to create favorable and lasting disposition towards our products and services.




  • Customer service management
  • Business performance analysis in terms of numerical analysis
  • Development and implementation of yearly marketing plan
  • Promotional activities that increase turnovers, customer count or product awareness
  • Constantly aware of competitors’ activities and changing market trends




  • Respond for all customer complaints and inform affected stores in order to avoid recurrence
  • Maintain communication with customers (who fill in customer care card). Also expected to acknowledge regular customers
  • Ensure in close liaison with CMs that the databases of customer names, addressed complaints and compliments are kept up to date
  • Analyze all promotion or new products, highlighting problem areas and recommending appropriate actions to rectify the situation
  • Organize and co-ordinate any special functions designed to improve the relationship between Innscor and its customers and suppliers
  • Ensure that every store in Innscor group grows year on year in customer count as well as turnover
  • Oversee the operation of the Innscor Kenya stores to ensure the achievement of maximum sales and profit through a motivated, high performing and skilled team who    consistently deliver ‘the Innscor Kenya experience’
  • Facilitate the changes and updates of all operational procedures to all stores consistently
  • Co-ordinate and drive all aspects of store openings and expansion from an operational viewpoint
  • Ensure all staff are trained and evaluated and equipment maintained and operating according to set standards
  • Ensure all stores are operating according to set targets and budgets in terms of; profitability, labour costs, turnover, gross profit, overheads, wastage and food cost
  • Client relationship management: Ensure suppliers fulfill their contractual obligations, develop mitigation programs in the event of gross deviation from product or service quality.



  • Experience in managing retail store    
  • Degree/Higher diploma in business related field
  • Knowledge and practical experience in operations management


Job Features

Job CategoryMnagement

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