Ship's Store Customer Services Manager

About the role

Amentum is recruiting a Ship's Store Customer Services Manager based in Mombasa, Kenya. The role manages day-to-day customer service operations of the Ship's Store, leads and trains the customer service team, and ensures compliance with retail and customer service policies.

Key responsibilities

• Manage day-to-day Ship's Store operations so that customer service runs smoothly and efficiently.
• Deliver proactive, polite and professional service that meets or exceeds patron expectations, and resolve complaints professionally.
• Monitor patron feedback and identify improvements to customer service processes.
• Lead and supervise the customer service team, train, mentor and coach staff, organize schedules and conduct performance evaluations.
• Oversee compliance with policies, procedures and regulations, and keep accurate records and reports on customer service activities.
• Ensure store inventory, cash handling and transactions comply with company and governmental policies.

Required profile

• At least three years of experience as a customer service supervisor or similar role.
• Valid passport, valid for at least one year at hiring, and ability to travel internationally and obtain country-specific visas.
• Ability to pass contract medical requirements and obtain and maintain facility credentials.
• Ability to speak, read and understand English to the extent required by the contract.

Required skills

• Leadership, communication and organizational skills in a fast-paced retail environment.
• Working knowledge of retail operations, including customer service standards, cash handling and merchandising.
• Preferred: familiarity with Ship's Store operations or Navy retail policies, experience in military or government retail, and experience in an austere OCONUS environment.