Customer Experience & Order Management Lead

Kenchic Limited Nairobi , Kenya Full Time Posted 2026-10-29

AI job insight

Kenchic Limited is hiring a Customer Experience & Order Management Lead in Nairobi to head the order processing team and coordinate fulfilment across Sales, Production, Logistics, Stores, Procurement and Finance. The role focuses on improving service performance, SOPs, KPIs and customer-centred operations using ERP/CRM and data. The vacancy is posted until December 28, 2026.

Leads order processing and cross-department fulfilment
People leadership and KPI accountability
Focus on SOPs, root-cause analysis and process improvement

Source Opened Career Kenya Salary Not enough public salary data is available for this exact role. Before applying, prepare to ask about gross pay, benefits, contract length, probation period, transport and any allowances.

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CountyNairobiCityNairobiContractFull TimePosted2026-10-29Close date2026-11-07Experience5 yearsSourceOpened Career Kenya

customer experienceorder managementoperations leadcustomer servicesupply chainNairobileadershipfull timesalescall_centerentregadorfinance

AI summary

Leads order processing and cross-department fulfilment
People leadership and KPI accountability
Focus on SOPs, root-cause analysis and process improvement
Requires 5+ years experience including 3+ leading people
Uses ERP/CRM, Excel and operational data

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Not enough public data

Not enough public salary data is available for this exact role. Before applying, prepare to ask about gross pay, benefits, contract length, probation period, transport and any allowances.

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
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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 Limited 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 Opened Career 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

Opened Career 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.

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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 Limited before the interview.

Ask what the first priorities will be in the role and how success will be measured.

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Original source description

October 29, 2026

Nairobi

Kenya

Expiration date: December 28, 2026

5+ Years

Gender: Both

Qualifications

Bachelor Degree

Job Description

KEY TASKS
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.
KENCHIC IS LOOKING FOR:
Strong experience leading order processing, customer service or customer operations in a fast-paced environment.
A calm and practical leader who can make sound decisions under pressure without losing attention to detail.
The confidence to work with Heads of Department, challenge service gaps respectfully and secure clear action.
Strong people leadership, coaching, conflict resolution and performance management skills.
Proven ability to improve workflows, develop SOPs, conduct root-cause analysis and follow corrective actions through to completion.
Good customer judgement, commercial awareness and the ability to balance customer expectations with operational realities.
Clear written and verbal communication, disciplined escalation and strong stakeholder management.
Confidence using ERP or CRM systems, Excel and operational data to track performance and guide action.
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.
How to Apply
Send your application via
[email protected]
with the subject “CX AND ORDER MANAGEMENT LEAD”. Applications close: November 7, 2026.

Source and provenanceSource: Opened Career Kenya. Last checked: 2026-10-29.Kazi Connect is a job discovery service, not the employer. Always confirm the vacancy at the original source.Summaries may be AI-assisted. Report inaccurate content.

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