Branch Manager/Supervisor

Referências AO; Capital Governorate; On-site; BHD 13,000 - 22,000; Full time

Job summary

Referências AO is seeking a professional Branch Manager / Supervisor to oversee daily operations, team performance, customer service, sales activities, and overall branch performance.

The ideal candidate will lead and coach staff, implement sales strategies, monitor KPIs, ensure compliance and high standards, and drive sustainable growth while delivering excellent customer experiences.

Qualifications

• Proven experience in Branch Management or related supervisory role.
• Strong leadership, communication, and people-management skills.
• Ability to achieve sales targets and manage operational KPIs.
• Experience with CRM, POS systems, and reporting tools.

Responsibilities

• Oversee daily branch operations and drive performance.
• Lead, coach, and develop branch staff to meet objectives.
• Develop and implement sales strategies to reach revenue targets.
• Monitor KPIs, service quality, and customer satisfaction, and take corrective actions.

Job description

Position Overview

We are seeking a professional, organised, and results-driven Branch Manager / Supervisor to oversee the daily operations, team performance, customer service, sales activities, and overall performance of the branch. The ideal candidate will have strong skills in branch operations, staff management, sales management, customer relationship management, performance monitoring, and business development, with the ability to achieve business objectives, maintain high service standards, and drive sustainable branch growth.

Key Responsibilities

• Oversee the daily operations of the branch to ensure efficient, organised, and professional business activities.
• Manage and supervise branch employees, assign responsibilities, coordinate schedules, and monitor daily performance.
• Lead, motivate, coach, and develop team members to achieve individual and branch objectives.
• Establish clear performance expectations and monitor employee productivity, attendance, service quality, and sales performance.
• Conduct regular team briefings, performance reviews, coaching sessions, and operational meetings.
• Ensure the branch consistently delivers excellent customer service and maintains high professional standards.
• Handle customer enquiries, feedback, complaints, escalations, and service issues professionally and efficiently.
• Build and maintain strong relationships with new and existing customers to support customer retention and business growth.
• Develop and implement sales strategies and operational initiatives to achieve branch revenue and performance targets.
• Monitor daily, weekly, and monthly sales performance and take corrective action when targets are not being achieved.
• Identify opportunities to increase revenue through upselling, cross-selling, customer acquisition, promotions, and business development.
• Monitor customer traffic, sales trends, purchasing behaviour, and market conditions to identify new business opportunities.
• Support the development and implementation of local marketing, promotional, and customer engagement activities.
• Monitor branch KPIs including sales, revenue, customer satisfaction, conversion, productivity, retention, and operational performance.
• Analyse branch performance data and prepare reports for senior management.
• Identify operational inefficiencies and implement practical improvements to increase productivity and service quality.
• Ensure branch processes and procedures are followed consistently by all employees.
• Maintain accurate records relating to customers, sales, transactions, inventory, staff activities, and branch operations.
• Oversee cash handling, payment processing, daily reconciliation, and financial procedures where applicable.
• Monitor branch expenses, operating costs, supplies, and other expenditure to support effective cost control.
• Manage branch inventory, stock levels, product movements, replenishment, and stock accuracy where applicable.
• Conduct regular stock checks, audits, and operational inspections to identify discrepancies or potential losses.
• Coordinate with Head Office, Finance, HR, Sales, Marketing, Operations, Procurement, Logistics, and other departments.
• Communicate company policies, operational updates, business objectives, and management instructions clearly to branch employees.
• Ensure branch facilities, equipment, displays, work areas, and customer-facing areas are maintained to company standards.
• Monitor workplace safety, security, cleanliness, and compliance across the branch.
• Ensure all employees comply with company policies, procedures, regulatory requirements, and applicable industry standards.
• Assist with recruitment, onboarding, training, and development of branch employees where required.
• Identify staffing requirements and communicate manpower needs to management or HR.
• Support employee performance management and address performance or behavioural issues appropriately.
• Maintain a positive, professional, and collaborative working environment within the branch.
• Handle operational emergencies, customer escalations, staffing issues, and unexpected business situations effectively.
• Monitor competitor activities, market developments, customer trends, and local business conditions.
• Identify opportunities to expand the customer base, strengthen market presence, and improve branch profitability.
• Support new product launches, promotional campaigns, events, and company initiatives at branch level.
• Maintain strong relationships with key customers, corporate clients, suppliers, partners, and other relevant stakeholders.
• Prepare daily, weekly, and monthly branch reports covering sales, operations, staffing, customer service, inventory, and financial performance.
• Present branch performance updates, challenges, opportunities, and recommendations to senior management.
• Ensure all branch activities are conducted efficiently, ethically, and in accordance with company standards.
• Take responsibility for branch sales performance, operational efficiency, customer satisfaction, employee productivity, compliance, and overall business results.

Requirements

• Proven experience in Branch Management, Retail Management, Sales Management, Operations, Customer Service, or a similar supervisory or management role.
• Strong understanding of branch operations, sales processes, customer service, team management, and business administration.
• Previous experience supervising, leading, training, and motivating employees.
• Strong leadership, communication, interpersonal, and people-management skills.
• Proven ability to achieve sales targets, operational KPIs, and business objectives.
• Strong customer service mindset with the ability to handle customer complaints, escalations, and complex situations professionally.
• Good commercial awareness with the ability to identify revenue opportunities and support branch growth.
• Strong understanding of sales techniques, upselling, cross-selling, customer retention, and relationship management.
• Excellent organisational, planning, problem-solving, and decision-making skills.
• Strong analytical ability with experience monitoring sales reports, operational data, and performance KPIs.
• Good understanding of cash handling, financial controls, inventory management, and operational procedures where applicable.
• Ability to manage multiple operational priorities and deadlines in a fast-paced environment.
• Strong attention to detail and commitment to accuracy, compliance, and service quality.
• Proficient in Microsoft Office, CRM systems, POS systems, reporting tools, and other relevant business software.
• Ability to work effectively with Head Office, internal departments, customers, suppliers, and external business partners.
• Proactive, accountable, commercially minded, and results-oriented approach.
• Strong ability to coach and develop employees and build a high-performing team.
• Ability to remain calm and make effective decisions under pressure.
• Flexible to work weekends, public holidays, shifts, or extended hours when required by business operations.
• Ability to work effectively in a fast-paced, customer-focused, and target-driven environment.
• Relevant qualifications in Business Administration, Management, Sales, Marketing, Retail Management, or a related field are an advantage.
• Previous experience in retail, banking, financial services, hospitality, telecommunications, healthcare, logistics, automotive, or other branch-based businesses is highly advantageous.