Job Purpose / Mission

As the Service Centre Manager, you will oversee the operations of 56 Area Administrators across multiple locations, ensuring that all service centers deliver outstanding customer experiences, maintain operational excellence, and comply with ENGIE’s standards and local regulations.

This hybrid role combines field leadership coaching, audits, customer engagement with administrative oversight reporting, compliance, and data-driven performance management. You will be responsible for ensuring consistent service delivery, robust inventory control, team development, and effective customer engagement strategies.

Key Responsibilities

Leadership & Team Development

• Lead, mentor, and support 56 Area Administrators through regular site visits, virtual check-ins, and structured performance reviews.
• Build capacity through on-site coaching, remote training programs, and workshops.
• Develop and monitor performance metrics, ensuring alignment with customer satisfaction and inventory management goals.

Service Centre Operations Management

• Ensure centers operate efficiently and in line with ENGIE brand standards and local regulations.
• Conduct site visits to assess readiness, compliance, and customer engagement.
• Oversee daily operational protocols opening/closing, safety compliance, customer-friendly environments.

Inventory & Stock Control

• Ensure accurate and timely physical stock counts and reconciliations daily, weekly, monthly.
• Monitor inventory using Tally and reporting tools, ensuring FIFO principles are consistently applied.
• Identify discrepancies, implement corrective actions, and provide training on stock management systems.

Customer Experience & Engagement

• Champion a customer-first culture by ensuring staff deliver excellent product knowledge, support, and after-sales service.
• Facilitate promotional activities, product demos, and local outreach initiatives.
• Collect customer feedback through both field interactions and system reports; escalate systemic issues.

Compliance & Safety

• Enforce adherence to health, safety, and environmental HSE standards, including motorbike and PPE usage.
• Maintain up-to-date regulatory documentation, licenses, and compliance records both at centers and centrally.
• Conduct audits and ensure corrective actions are implemented.

Reporting & Documentation

• Consolidate and analyze operational and customer data across centers, generating actionable insights.
• Prepare monthly and quarterly reports on performance, financials, compliance, and customer satisfaction.
• Oversee budget control, expense tracking, and accurate financial reporting.

Ideal Candidate Profile

• Strong leadership skills with experience managing large, multi-location teams.
• Balance of field presence hands-on, customer-facing, problem-solving and administrative excellence data-driven reporting, compliance, systems oversight.
• Skilled in motivating diverse teams, resolving conflicts, and driving customer excellence.
• Strong analytical, organizational, and reporting skills with proficiency in inventory systems Tally, MS Office, and dashboards.
• Comfortable with frequent travel and equally effective in office-based oversight.

Qualifications & Experience

• Bachelor’s degree in Business Administration, Operations Management, Customer Experience, or related field.
• 3+ years of experience in service center management, operations, or similar roles, preferably in the energy or retail sector.
• Proven track record of improving customer experience, operational efficiency, and compliance.
• Languages: English and Kiswahili required.