Job description
This is an exciting opportunity to lead the Sales & Customer Experience efforts of one of Kenya’s fastest growing fashion brands. The successful candidate will be primarily responsible for developing strategies for improving our current sales capacities and identifying/delivering ways to strengthen them. He/ she will also be responsible for attracting and retaining customers by ensuring that the customer experience at the Vivo stores is exceptional. The incumbent is expected to provide actionable insights to the business to deliver vital improvement recommendations that are mutually beneficial to the customer and the business.
In order to achieve this, the role is critical in understanding customer needs and ensuring all elements of the offer deliver ahead of customer expectations. This requires working with Marketing and Operations stakeholders to assess levels of customer satisfaction and to create and measure standards. Underpinning this is the need to embed standards in the Vivo culture working with relevant teams to train, evaluate and reward customer focus and customer service across the business, ensuring an on-going process of improvement.
Skills & Knowledge Required
Minimum of a Bachelor’s degree in Marketing, Business, or similar background
7 years of experience (of which at least 4 should have been in a management role) in sales, customer experience, or strategy – preferably in the retail sector
Demonstrated leadership skills
Strong communicator who can influence others, actively listens and speaks with confidence
A team player who can work collaboratively whilst still achieving set objectives
High personal, professional and ethical standards
Self-starter, independent
Ability to live with ambiguity
Willing to ‘go the extra mile’
Creative thinker and problem solver; looks for better ways of doing things
Ability to apply creative thinking and imagination to campaign development, as well as an unrelenting focus on the target audience
Strong English language skills, both written and spoken
Previous experience of working with Retail Management / POS Systems / Loyalty Programmes
Meticulous attention to detail and high levels of accuracy
Excellent time-management skills and ability to multi-task, highly organised
High level of numeracy and an analytical aptitude
Strong computer skills, including spreadsheets (Excel), presentations (Powerpoint) and word processing (Word)
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