Customer Experience & Order Management Lead
AI job insight
Kenchic is hiring a full-time, on-site Customer Experience & Order Management Lead in Nairobi to lead customer service and order fulfilment operations. The role requires at least five years of relevant experience, including three years leading people, and a bachelor’s degree in a related field.
- Leads order processing and fulfilment across sales, production, logistics, stores, procurement and finance.
- Manages escalations, delivery delays, returns, stock constraints and customer feedback.
- Sets service levels, timelines and owners while monitoring KPIs and team accountability.
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Kenchic is hiring a full-time, on-site Customer Experience & Order Management Lead in Nairobi to lead customer service and order fulfilment operations. The role requires at least five years of relevant experience, including three years leading people, and a bachelor’s degree in a related field.
- Leads order processing and fulfilment across sales, production, logistics, stores, procurement and finance.
- Manages escalations, delivery delays, returns, stock constraints and customer feedback.
- Sets service levels, timelines and owners while monitoring KPIs and team accountability.
- Requires at least five years’ relevant experience, including three years leading people.
- Full-time, on-site role in Nairobi with a deadline of 07/11/2026.
AI job guide
Use this guide to check salary signals, requirements, documents, application steps and safety before you apply.
AI salary guide
Source salary availableThe source lists Open. Confirm the final pay, benefits, contract terms and allowances directly with the employer before accepting an offer.
Can you qualify for this role?
- Required5+ years of relevant experienceThe job post includes a minimum experience signal.
- RequiredEducation or certification mentioned in the postThe captured text mentions education, a diploma, certificate, or licence.
- PreferredPractical evidence in sales, call_center, entregadorThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in NairobiThe vacancy is associated with this location.
- UnclearComfort with the Full Time contract termsConfirm hours, duration, probation and benefits at the original source.
Documents to prepare
- Likely requiredUpdated CV
- Role specificCover letter or short employer message
- OptionalProfessional references
- Role specificAcademic or professional certificates
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest Customer Experience & Order Management Lead evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to Kenchic and the role in Nairobi.
- Add concrete examples related to sales, call_center, entregador, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from Corporate Staffing Kenya; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
- Plan to submit before the listed deadline: 2026-11-07.
Source and safety check
- Corporate Staffing Kenya
- Original source link available
- Application method is clear
- Deadline is available: 2026-11-07
- No major risk signal was detected in the captured text.
Never pay for interviews, shortlisting, medical checks, uniforms, or job placement. Confirm every application at the original source before sharing personal documents. Report suspicious listing.
Interview preparation
- What experience makes you a strong fit for this Customer Experience & Order Management Lead role in sales, call_center?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Nairobi under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research Kenchic before the interview.
Ask what the first priorities will be in the role and how success will be measured.
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Use AI to apply better
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Original source description
Job Title: Customer Experience & Order Management Lead
Date Posted: 29/10/2026
Job Type: Full Time
Job Level: Middle
Employer: Kenchic
Industry: Customer Service
Salary: Open
Location: Nairobi
Country: Kenya
Deadline: 07/11/2026
Customer Service Jobs, Kenchic Jobs. Responsible for leading customer service and order management operations, resolving customer issues, improving service delivery, and coordinating with sales and logistics teams. Requires a degree in Business Administration, Supply Chain Management, or a related field,. This is a full-time, on-site position based in Nairobi.
Key Responsibilities
- Lead the order processing team to deliver accurate, timely and reliable service.
- Coordinate order fulfilment across Sales, Production, Logistics, Stores, Procurement and Finance.
- Act as the link between customers, the Sales team and operational departments, ensuring clear updates and realistic commitments.
- Manage urgent orders, stock constraints, delivery delays, returns and escalated complaints calmly and decisively.
- Set clear owners, timelines and service levels, follow up actions and hold teams accountable for agreed commitments.
- Use customer feedback and operational data to identify root causes, reduce repeat issues and improve service performance.
- Review, improve and embed processes and SOPs through training, controls, audits and regular follow-up.
- Coach the team, monitor KPIs and build a culture of ownership, continuous improvement and customer-centred decision-making.
Qualifications
- Bachelor’s degree in business, Supply Chain, Operations, Customer Experience, Commerce or a related field.
- At least five years’ relevant experience, including a minimum of three years leading people.
- Experience coordinating order fulfilment across several operational departments.
- Demonstrated experience coordinating order fulfilment across Sales, Production, Logistics, Stores, Procurement and Finance.
- Proven ownership of process improvement, SOP development, root-cause analysis and corrective-action follow-through.
- Strong working knowledge of ERP/CRM systems, Excel and operational performance reporting.
- Training in customer experience, supply chain, project management, or continuous improvement will be an added advantage.