Optica is East Africas largest and leading optical retail business that provides high-quality and affordable eye care. The products and services provided by Optica include comprehensive eye tests, prescription glasses, contact lenses, and sunglasses. Optica is on an exciting journey of growth to become Africa's leading optician

Customer Service Manager - Call Center & In-Store

We are seeking a highly-skilled Customer Service Manager with experience in the Retail Industry. Should be a strategic thinker, effective communicator, problem-solver, and expert in call center management, using KPIs to measure performance, and utilizing technology to enhance customer experiences.


  • Primary responsibility will be for call center and all related activities, and customer service and experience in branches.
  • Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
  • Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.
  • Meets customer service financial objectives by putting systems in place to track and measure all leads, conversions, complaints.
  • Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.
  • Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
  • Maximizes customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques.
  • Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.


  • Proven working experience as a customer service manager
  • Experience in providing customer service support in a call center setting
  • Excellent knowledge of management methods and techniques
  • Excellent proficiency in English
  • Working knowledge of customer service software, databases, and tools
  • Awareness of industry's latest technology trends and applications
  • Ability to think strategically and to lead
  • Strong client-facing and communication skills
  • Advanced troubleshooting and multi-tasking skills
  • Customer service orientation
  • BS degree in Business Administration or related field.

Perks & Benefits

  • Housing, transport, inpatient medical cover, and return air ticket every two years. Family benefit where additional benefits are given for spouses and up to 2 children

Head Retail Operations


The Retail head will be responsible for managing the operation of the branch network while enhancing its performance to meet the firm's objectives. The primary objective of the job function will be to ensure a set retail standard met with a strong focus to enhance the customer experience to a consistent standard. Ensuring the best collection of products is made available at all branches across will be another bottom-line objective of the role. This involves making regular visits to branches located countywide


  • Day to day management of the branch network with a branch count exceeding 50
  • Driving sales performance of the entire retail front
  • Ensuring customer service in branches and call center is at international standards
  • Performing checks on various physical elements within stores to ensure stores are meeting set retail standards
  • Store merchandise is maintained as per the layouts created and meets the set standards
  • Close monitoring, review, and replenishment of stocks to ensure best collection of products are made available at all the time
  • Carry out audits to ensure systems and controls are adhered to
  • Performs checks on staff to ensure minimum standards are met in various aspects including dress code, presentation, training, etc
  • Checks on branding and visual merchandising elements to ensure the approved details are maintained and regularly updated
  • Ensuring KPIs set and measuring as many metrics related to all areas e.g. performance, sales, customer service, training, etc.
  • Performs any other checks and balances set by the management from time to time based on timely requirements
  • Conducts branch staff meetings to discuss performance and plans for action.

Perks & Benefits

  • Housing, transport, inpatient medical cover, and return air ticket every two years. Family benefit where additional benefits are given for spouse and up to 2 children


We are looking for motivated optometrists with a passion for delivering patient-centered eye care services.

Duties and responsibilities

  • Eye Refraction
  • All functions related to clinical works of an Ophthalmic Optometrist
  • Overall in charge of Managing an individual Shop. This includes overseeing stocks, cash banking, staff within the shop, etc.
  • Examine eyes, using observation, instruments, and pharmaceutical agents, to determine visual acuity and perception, focus and coordination, and to diagnose diseases and other abnormalities such as glaucoma or color blindness.
  • Prescribe, supply, fit and adjust eyeglasses, contact lenses, and other vision aid
  • Educate and counsel patients on contact lens care, visual hygiene, lighting arrangements, and safety factors.
  • Consult with and refer patients to an ophthalmologist or other health care practitioner if additional medical treatment is determined necessary.
  • Any other duty may be assigned by the management from time to time.

Perks and Benefits 

  • Salary + Housing, transport, inpatient medical cover and return air ticket every two years

Head of Warehouse Operations & Supply Chain

Roles and Responsibilities

In Summary direct, Supervise, and coordinate the overall clinical and business operations for the organization. Participates in the development and administration of policies on business operations and planning, with the main focus on inbound and outbound flows for the central warehouse and all branches


a. Receiving Department

b. Stores

c. Control Room

d. Workshops

e. Packaging

f. Overseas

g. Imports Purchasing

h. IT

1. Leadership

a. To provide effective and inspiring leadership by being actively involved in all the departments, developing and sharing a broad and deep knowledge and understanding of each department.

2. Strategy

a. To actively participate in creating a vision, establish and follow a planned path

b. To manage strategic planning with management and operational team on key issues, its implementation, and resource allocation in the least time and best cost-effective solution.

c. To share recommendations on business decisions to shape the long terms goals of the organization.

d. To review periodically the company's overall strategy to respond to changing business conditions.

3. Policy Management

a. To translate Corporate Vision and Strategy into organization policies, directives, processes, and methodologies. Providing strategic leadership and direction to the above departments.

b. To create a roadmap of growth, assuring planned revenue & profitability delivering the measurable, cost-effective result.

4. Operating System Architect

a. To establish organizational structure among the departments and operating systems and process flow to ensure achievement of the goals.

b. Ensure appropriate systems, processes, and performance management arrangements are in place to deliver a consistently high-quality level of service provision and activity report and monitor achievement.

c. To define desired process flow, goals, and achievement of these goals to the team and reiterate the same message throughout the departments.

d. Ensuring an Assembly like flow and all team members are present and doing their work well.

e. Looking at the best cost-effective way of delivery of our orders and also day to day running of the departments

5. Ambassador

a. To establish relationships with external service providers that are involved in the day-to-day operations this includes courier companies, security firms, local authorities, clearing agents, etc.

b. To work with the department heads and supervisors to ensure they are delivering results and goals of the departments are being met.

6. Operations Management

a. To establish, implement and manage smooth day-to-day operations for all departments.

b. To ensure all SOP is being followed day to day and operate consistently.

c. To bring efficient and effective systems and relationships to increase productivity

d. To manage operations of the company in ways consistent and aligned with strategic goals and performance targets

e. To ensure all departments are working as a team with the goal of

i. Timely delivery of orders to all customers

ii. Timely replacement and delivery of replacements to all branches

f. Ensuring the Production line at the Workshop is fully utilized and maximum output is being achieved from the workshop.

7. Inventory Management

a. Ensuring all Warehouses have 100% accuracy of the stocks matching the SAP/ Stock cards with physical stocks

b. Random Stock checks to be organized to check if the accuracy of stocks

c. Quarterly stock checks for all departments to be done where the entire stores are being counted to confirm the stocks.

d. Ensuring all critical products, reorder levels are kept and maintained, and adjusted during peak and off-peak seasons.

e. Ensuring timely reorders are placed for all stock items such that no item is going out of stock.

8. Imports

a. Ensuring the Imports Departments, regulatory authorities approval, and licenses are in place all the time.

b. Find the cost-effective and best method for bringing in our goods in the least time and least cost.

c. Ensuring all documents are being checked by Imports for 100% accuracy and nothing wrong mentioned which can create a problem with Customs and other Regulatory authorities for clearance of our goods.

d. Maintaining relationships with existing suppliers.

Desired Candidate Profile

  • Prefer Male Candidates with Bachelor in engineering (any type) with MBA
  • Must have 10 years in operations (of which 5 years to be in managerial position)
  • Operations professional with experience managing and improving systems, processes, controls, and teams.
  • A preferred candidate who has worked at a retail company where there's a central warehouse and multiple retail branches.
  • Optical industry preferred.
  • Good understanding of Excel.
  • SAP B1 experience is advantageous.

Perks and Benefits

  • Additional benefits - Housing, transport, inpatient medical cover and return air ticket every two years

Email: hr@optica.africa

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