Position: Head of Operations - (Rwanda)

Location: Kigali, Rwanda

Reporting To: Country Head

Industry: Retail / Multi-Store Operations

Experience: 12-18 Years

Team Size: Large, Multi-layered Retail Workforce

About the Role

We are seeking a highly accomplished Operations Head to lead and oversee large-scale retail operations across Rwanda. The ideal candidate will have extensive experience managing a sizable network of retail stores, driving operational excellence, improving profitability, and leading large, geographically dispersed teams.

The role requires a strategic leader with a strong track record in retail operations, customer experience, inventory management, and business growth.

Key Responsibilities

Retail Operations Management

• Lead end-to-end operations across multiple retail stores within Rwanda.
• Ensure consistent execution of operational standards, SOPs, and company policies across all locations.
• Drive store productivity, profitability, and operational efficiency.
• Monitor key performance indicators (sales, inventory, shrinkage, productivity, customer satisfaction) and implement corrective actions.

Business Performance & Growth

• Develop and execute operational strategies aligned with business objectives.
• Drive revenue growth and improve store-level profitability.
• Identify market opportunities and implement initiatives to enhance customer acquisition and retention.
• Partner with commercial and marketing teams to maximize business performance.

Store Network Management

• Oversee the performance of Store Managers and regional teams.
• Ensure optimal store staffing, employee productivity, and workforce planning.
• Lead new store openings, store relocations, and expansion projects where applicable.
• Maintain high standards of visual merchandising, store appearance, and customer service.

Inventory & Supply Chain

• Ensure efficient inventory planning and stock availability across all stores.
• Monitor stock movement, inventory accuracy, and replenishment processes.
• Minimize stock losses, wastage, and shrinkage through robust controls.
• Collaborate with supply chain and procurement teams to optimize inventory management.

Customer Experience

• Establish a strong customer-centric culture across the organization.
• Monitor customer feedback and drive continuous improvement initiatives.
• Ensure consistent delivery of exceptional customer service standards.

Team Leadership

• Lead, mentor, and develop a large retail operations team.
• Build a high-performance culture focused on accountability and results.
• Drive leadership development and succession planning initiatives.
• Conduct regular performance reviews and coaching sessions.

Compliance & Governance

• Ensure adherence to local regulations, company policies, and operational guidelines.
• Maintain health, safety, and security standards across all locations.
• Ensure compliance with audit requirements and internal controls.

Qualifications

• Bachelor's degree in Business Administration, Retail Management, Operations Management, or a related field.
• MBA preferred.
• Strong understanding of retail operations, inventory management, and commercial performance.

Experience Required

• 12-18 years of experience in retail operations.
• Minimum 5+ years in a senior leadership role managing large-scale, multi-store retail operations.
• Proven experience overseeing 30+ retail stores and large field teams.
• Experience managing P&L responsibilities and operational budgets.
• Exposure to African markets will be an added advantage.

Key Competencies

• Strategic Leadership
• Multi-Store Operations Management
• P&L Management
• Customer Experience Management
• Inventory & Supply Chain Management
• Team Leadership & People Development
• Business Expansion & Growth
• Stakeholder Management
• Data-Driven Decision Making
• Problem Solving & Execution Excellence

Success Metrics

• Revenue growth and store profitability
• Operational efficiency improvements
• Inventory accuracy and shrinkage reduction
• Customer satisfaction scores
• Employee engagement and retention
• Successful execution of expansion and operational initiatives

This role is ideal for a retail leader who has successfully managed a large store network and can drive operational excellence while scaling business performance across Rwanda.