Order to Cash Manager

About the role

The Order to Cash Manager reports to the Head of Supply Chain and is based at the HQ in Nairobi. The role ensures timely and accurate order fulfilment and acts as the main customer contact for operational matters related to order status. It works closely with Sales, Demand & Supply Planning and Operations to achieve high service levels and On-Time, In-Full (OTIF) delivery.

Key responsibilities

• Ensure all customer orders are fulfilled accurately and delivered OTIF, and act as the primary point of contact for customers on order status, communicating updates, delays or issues proactively.
• Work with Sales to align orders with customer priorities, with D&S Planning to match them to demand forecasts and supply availability, and with Operations so orders are processed, staged and dispatched on time.
• Oversee order entry, validation and processing, and ensure proper documentation of orders, deliveries and invoicing, collaborating with Sales and Finance on timely and accurate invoicing.
• Track OTIF, order accuracy and fulfilment KPIs, identify process gaps and implement improvements.
• Lead and coach the O2C team, monitor performance and distribute workload effectively.

Required profile

• Bachelor's degree in Supply Chain, Business Administration or a related field.
• 5+ years of experience in Order to Cash, Customer Service or Supply Chain operations in the FMCG sector.
• Strong understanding of order fulfilment, invoicing and cross-functional coordination.
• Proven experience with ERP system integration and coordination with third-party warehouses.

Required skills

• Experience with ERP systems such as SAP, Oracle or similar.
• Excellent communication, analytical and problem-solving skills.
• Operational focus, customer-centric mindset, attention to detail and ability to work across Sales, D&S Planning and Operations.