Chiluya Namulwanda

Leading retail performance and operations across a nationwide retail network, driving commercial growth, operational excellence, governance, customer experience and execution consistency.

Key Responsibilities

• Lead performance management across 30+ retail stores, driving revenue growth, EBITDA improvement and over P&L improvement.
• Drive structured performance growth through KPI analysis and implementing corrective actions per underperforming store.
• Drive sales productivity initiatives and conversion optimisation at agent level
• Monitor performance covering sales productivity, NPS, revenue, inventory, compliance, operational efficiency and employee performance.
• Standardise retail operations to ensure consistent execution across all stores.
• Drive service excellence and NPS through customer-centric practices across all stores
• Lead operational governance through compliance reviews, store operations audits and corrective action tracking.
• Coach Store Managers to improve execution quality and leadership capability.
• Partner with Marketing, Finance, IT, HR, Supply Chain and Customer Experience teams to execute Group and OpCo priorities.

Led retail governance, customer experience, operational excellence across the national retail network.

Key Responsibilities

• Managed operational governance across retail stores, ensuring compliance with retail standards, regulatory and customer experience expectations.
• Analysed retail performance data to identify operational gaps and implement business improvement initiatives.
• Developed reports and performance insights covering sales conversion, NPS, compliance, service quality and operational performance.
• Conducted operational audits, compliance reviews and store inspections to improve execution consistency.
• Facilitated training programmes covering customer experience, sales excellence, operational compliance and process execution.
• Managed inventory control and replenishment processes effectively.
• Supported rollout of digital tools, retail transformation initiatives and operational process improvements across the business.

Supported national KYC governance, operational controls, customer onboarding, reporting and process optimisation.

• Managed KYC policy implementation across Retail and General Trade channels in line with regulatory requirements
• Monitored onboarding compliance and investigated KYC exceptions
• Oversaw the Sales Operations Back Office, ensuring process and SLA adherence for smooth customer experience
• Analysed operational performance and process adherence using data-driven reporting.
• Developed operational reports and dashboards for leadership for key analytics and insights.
• Worked closely with Sales, Retail, Distribution, Risk, and Customer Experience teams to improve onboarding efficiency.

Supporting enterprise customer service delivery, complaint resolution, regulatory compliance, and account provisioning activities.