Bildad Ogenda

A results-driven and dynamic Retail outlets operations management specialist with over 8 years of experience in retail operations management, specializing in high-performance stores and premium consumer electronics. Skilled in overseeing multi- retail operations, formulating and implementing standard operating procedures (SOPs), driving sales growth, improving customer satisfaction, and optimizing operational efficiency. Proven ability to lead and motivate teams to exceed targets while maintaining a strong customer-centric culture.

Demonstrated success in inventory management & control, budgeting and costs management, vendor & supplier relationship management, retail performance analysis, and implementing strategic initiatives to enhance branch profitability. Adept at creating a positive work environment, fostering staff development, and ensuring operational compliance with company policies and industry standards. With a passion for operational excellence and a commitment to delivering exceptional results, I aim to leverage my leadership and retail expertise to drive sustained growth for a forward-thinking company in a fast-paced, ever-evolving retail environment.

Senior Store Supervisor - Salute iWorld

(2024-05)

Responsible for overseeing the daily operations of 2 high-performing retail outlets for Apple Products, ensuring seamless customer service, operational efficiency, and staff performance. Key tasks;

• Oversee all daily operations across the 2 outlets, ensuring that both locations meet company standards for sales, customer service, and operational efficiency.
• Lead, mentor, and train a team of 20+ retail associates. Foster a positive work environment and ensure all team members are equipped with the skills and knowledge needed to excel in their roles.
• Drive sales growth by developing and executing strategies to meet and exceed store sales goals.
• Monitor stock levels, coordinate replenishment, and ensure accurate inventory management across both locations.
• Work closely with the supply chain team to maintain stock availability and minimize discrepancies.
• Deliver exceptional, top-tier service by promptly addressing customer needs and resolving any escalated complaints, fostering a customer-centric culture that enhances the overall shopping experience and drives long-term brand loyalty
• Managing an annual store budget of KS 100M for the 2 outlets, ensuring all expenses are within budget without compromising quality or service standards.
• Maintain accurate records, including sales data, employee schedules, and inventory reports. Provide regular updates to upper management regarding store performance and challenges.
• Ensure all stores comply with company policies, health and safety regulations, and industry standards.
• Selected achievements: Successfully reduced operational costs by 10% across both stores through strategic vendor negotiations, optimizing staffing levels, and eliminating unnecessary overhead.
• Led a team of 20+ employees across 2 locations, reducing turnover by 30% through effective coaching, team-building activities, and career development initiatives.
• Contributed to a 12% improvement in profit margins by optimizing store expenses, reducing waste, and maintaining high standards of operational efficiency.
• Ensured 100% compliance with all company policies and regulatory requirements, passing all internal audits with no major findings.
• Implemented cost-saving initiatives in inventory management and store operations, leading to a 15% improvement in overall profit margins over the last fiscal year.
• Reduced excess inventory costs by 12% through more accurate demand forecasting and effective stock rotation, freeing up capital for reinvestment into other areas of the business.

Store Manager - Apple House Kilimani - Kilimani

(2024-03 - 2024-04)

Responsible for overseeing the day-to-day operations of the store, ensuring exceptional customer service, driving sales performance, managing a team, and maintaining high store standards. Key contributions;

• Oversaw day-to-day operations, including inventory control and visual merchandising, reducing stock discrepancies by 20% and ensuring a highly organized, efficient store layout that drove higher foot traffic.
• Spearheaded sales strategies to consistently exceed monthly revenue targets, resulting in a 15% year-over-year sales growth by optimizing product placement, promotions, and team performance.
• Oversaw the store’s annual budget of KES 50M, effectively controlling costs and expenditures to stay within budget, while optimizing resource allocation and improving financial efficiency.
• Managed, trained, and motivated a team of 20+ staff to deliver exceptional customer service, enhancing product knowledge and sales skills, resulting in an improvement in individual sales performance.
• Led inventory control processes, ensuring 100% stock accuracy and reducing stockouts by 15% through efficient tracking, regular audits, and proactive replenishment strategies.
• Cultivated a customer-first environment by implementing personalized service approaches, leading to a 30% increase in customer retention and consistently achieving top-tier satisfaction scores.
• Led the execution of Apple product launches and promotional events, generating 50% more traffic on launch days and achieving double-digit growth in sales during key product releases.

Customer Relations Executive - Sumsung Africa

(2023-01 - 2024-02)

Played a key role in delivering exceptional customer service and ensuring smooth transactions within a high-paced retail environment i.e handling cash transactions to assisting customers with product selection and managing inventory (TV Sets, Home appliances and Mobile Phones). Key contributions;

• Delivered exceptional customer service to over 100 shoppers per day, achieving a 95%+ satisfaction rate and boosting repeat business through effective issue resolution and personalized service.
• Consistently exceeded daily and monthly sales targets by providing expert product recommendations across high-demand categories including TVs, home appliances, and mobile phones.
• Managed an average of 100 sales transactions per day, and reconciled registers with 100% accuracy, ensuring a smooth end-of-day process without discrepancies, handling an average of KS 0.8M in cash and mobile money payments daily.
• Regularly checked incoming deliveries against purchase orders, minimizing receiving errors and maintaining a smooth replenishment cycle for popular product lines.
• Actively assisted in Inventory management by monitoring stock levels, forecasting demand, and coordinating with the stock team to ensure products were always in stock.
• Ensured accurate stock levels during routine audits, achieving a 99% stock accuracy rate and reducing shrinkage by 15% through diligent tracking and timely discrepancy resolution.
• Contributed to a 15% increase in sales within a 3-month period by effectively upselling complementary products, participating in seasonal promotions and in-store events.
• Leveraged in-depth product knowledge to educate customers on the latest features and benefits of Samsung products, increasing upsell and cross-sell opportunities.
• Collaborated with management to analyze sales data and optimize inventory ordering and distribution, resulting in better inventory turnover rates and increased profitability.
• Achieved a 15% improvement in customer satisfaction scores, based on feedback from post-purchase surveys, with 95% of customers rating their experience as "Excellent" or "Very Good."
• Trained new team members on customer service excellence, product knowledge, and sales techniques, contributing to a 20% increase in overall team performance.

Store Supervisor - Salute iWorld (Kenya) - Westgate, Yaya Centre, Capital centre and Galleria

(2017-03 - 2022-12)

Oversaw daily operations of the 4 Apple Products outlet in Westgate, Yaya Centre, Capital centre and Galleria ensuring the highest standards of customer service, store appearance, product knowledge, and sales performance. Key contributions;

• Oversaw all aspects of store operations, including inventory control, visual merchandising, and adherence to company policies and procedures, maintaining a 100% compliance rate in operational audits.
• Contributed to budgeting and cost control initiatives that resulted in a 12% reduction in operational costs, while still maintaining product quality and customer satisfaction.
• Devised and implemented targeted sales strategies and customer engagement tactics, boosting sales conversion and customer retention.
• Led and mentored a team of 15+ sales associates, implementing monthly performance reviews and ongoing product knowledge training, resulting in a 30% improvement in individual sales performance.
• Delivered superior customer service, addressing customer concerns, and maintaining a 95% customer satisfaction rate, which contributed to increased repeat business by 25%.
• Spearheaded product knowledge meetings / trainings that increased team proficiency in Apple product offerings, enabling the team to confidently provide technical support and upsell complementary products, improving conversion rates by 10%
• Consistently exceeded sales targets through effective promotion of products, upselling, and ensuring staff were consistently engaged in sales activities.
• Managed product displays to reflect current promotions and seasonal changes, contributing to a 10% increase in foot traffic and 15% uptick in sales during seasonal promotions.
• Enhanced inventory tracking and auditing processes, reducing stock discrepancies by 20% and improving stock accuracy, leading to better replenishment and a 10% reduction in stockouts.
• Prepared daily, weekly, and monthly reports on sales performance, customer feedback, stock levels, and operational issues.

Assistant Store Supervisor - Salute iWorld

(2016-01 - 2017-03)

Sales Representative - Salute iWorld

(2015-01 - 2017-03)

Higher National Diploma - Mechanical Engineering - Kenya Institute of Highways and Building (2020-02)

Diploma - Mechanical Engineering, Plant option - Nairobi Technical Training Institute (2016 - 2018)

Certificate - Automotive Engineering - Mawego Technical Training Institute (2011 - 2013)

Certificate - Information Technology - Tavo Computer (2011 - 2011)