Commercial & Customer Service Manager

About the role

The Commercial & Customer Service Manager will lead the sales, business development and customer service functions for a construction‑focused consultancy in Nairobi. Reporting to senior management, the role is responsible for driving revenue growth, market share and delivering an exceptional client experience across key accounts.

Key responsibilities

• Develop and execute commercial strategies to meet revenue, profitability and market‑share targets.
• Identify new business opportunities, strategic partnerships and market expansion initiatives.
• Lead all customer service activities to ensure high client satisfaction and retention.
• Manage key accounts, maintaining strong relationships with contractors, developers, consultants and project managers.
• Design and implement pricing strategies that balance competitiveness and profitability.
• Monitor market trends, customer needs, competitor actions and emerging opportunities.
• Mentor and manage Sales, Business Development and Customer Service teams to achieve departmental goals.
• Negotiate commercial contracts, service agreements and strategic partnerships.
• Prepare and present monthly performance reports, forecasts and business development plans.
• Collaborate with Production, Logistics, Operations, Finance and Procurement to ensure seamless service delivery.

Required profile

• Bachelor’s degree in Business Administration, Commerce, Sales & Marketing, Economics or related field.
• 12‑15 years of progressive experience in commercial management, sales, marketing, business development and customer service.
• Proven leadership of Sales, Customer Service and Business Development teams.
• Strong understanding of pricing, contract negotiation, CRM and market development.
• Experience managing key accounts and strategic customer relationships.
• Financial and commercial acumen with ability to analyse margins and profitability.
• Familiarity with Nairobi’s construction, infrastructure and real‑estate markets.
• Experience in ready‑mix concrete, construction materials, quarry, cement or related industries is an advantage.
• Valid driving licence.

Required skills