Customer Experience & Order Management Lead

About the role

Kenchic is hiring a full-time, on-site Customer Experience and Order Management Lead in Nairobi. The role leads customer service and order management operations, resolves customer issues, improves service delivery and coordinates with sales and logistics teams. The employer is listed as Kenchic, but the listing is published by its corporate staffing partner.

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 and reduce repeat issues.
• Review, improve and embed processes and SOPs through training, controls and audits.
• Coach the team, monitor KPIs and build a culture of ownership and continuous improvement.

Required profile

• 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.
• 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.
• Training in customer experience, supply chain, project management or continuous improvement is an added advantage.

Required skills

• Strong working knowledge of ERP/CRM systems.
• Excel and operational performance reporting.

To apply, send your CV and relevant documents to the recruiter's email with the subject "CX AND ORDER MANAGEMENT LEAD".