Retail Group opens centralised hub to drive growth

Kabelo Boranabi | Wednesday March 25, 2026 06:01

The new head office was officially opened last Thursday. Located at Sebele Lifestyle Office Park in Gaborone, the new hub brings together the group’s head office functions, call centre, delivery hub coordination, and Training Academy under one roof, a move designed to streamline operations, improve efficiency, and enhance customer experience.

The development marks a significant shift from the company’s previously fragmented setup, where key functions operated from separate locations. Retail Group Board Chairperson, Craig McKenzie, said the new facility reflects the company’s evolution from modest beginnings into a national operation with a growing footprint. “Our journey started with a single store, but over time, we have built a business that now supports multiple brands and functions across the country,” he said. “This facility allows us to integrate those operations and prepare for the next phase of growth.”

Founded in 2002, Retail Group has grown into a multi-brand operator managing internationally recognised franchises including Debonairs Pizza, Steers, Wimpy, Mugg & Bean, and Milky Lane. The group now runs over 40 business units across Botswana.

At the heart of the new hub is a centralised call centre, which has expanded significantly since its establishment in 2018. What began as a small team now handles over 42,000 customer calls per month, translating into more than 500,000 interactions annually.

Complementing this is an expanding delivery hub network, which coordinates logistics across multiple outlets. The company has already established key hubs in Gaborone, with further expansion planned for Francistown and Maun as part of its national growth strategy.

Equally central to the facility is the Retail Group Training Academy, which has become a critical pipeline for skills development in the hospitality sector. The academy trains over 1,500 individuals annually in areas such as customer service, restaurant management, and food safety, combining classroom learning with practical experience.

McKenzie said the integration of training, operations, and customer service functions in one location would allow the business to respond more effectively to market demands.

“This is not just an office space. It is a platform for developing talent, improving systems, and delivering consistent service across all our brands,” he said.

Retail Group currently employs around 1,200 people directly, with additional jobs supported through its franchised outlets, reinforcing its position as a significant contributor to employment in Botswana. Speaking at the official opening, Minister of Labour and Home Affairs, Pius Mokgware, welcomed the investment, noting its alignment with national priorities around job creation and skills development.

He said the group’s focus on training and service standards sets an important example for the private sector, adding that businesses that invest in people are better positioned to succeed. Mokgware further challenged employees to uphold high standards of service delivery, stressing that quality service remains a key driver of sustainable business growth.

As Retail Group looks ahead, plans are already underway to expand its delivery infrastructure and extend customer service capabilities beyond its current footprint, signalling continued growth in Botswana’s competitive food service industry.