Client Operations Specialist – E-commerce & Last-Mile Logistics

Job Title: Client Operations Specialist – E-commerce & Last-Mile Logistics

Location: Nairobi

Number of Vacant Positions: Five

Job Summary

We are seeking a highly organized and results-driven Account Manager to oversee day-to-day operational activities, manage delivery teams both riders and subcontractors, and support client account management. The role requires a hands-on professional with experience in e-commerce logistics, last mile delivery, strong coordination skills, and the ability to maintain excellent client relationships while ensuring operational efficiency.

Key Responsibilities

1. Account Leadership & Client Success

• Managing and grow key e-commerce client accounts, acting as the primary point of contact for all operational and service matters.

• Developing strong strategic relationships with clients to understand their business goals, order volumes, and service expectations.

• Overseeing order planning, fulfillment coordination, and service delivery to ensure client SLAs are consistently met.

• Proactively identifying opportunities to expand account value through improved service offerings and operational efficiencies.

• Resolving escalations, service concerns, and performance issues promptly to maintain high customer satisfaction.

2. Operations Oversight & Fulfillment Management

• Providing oversight to last-mile delivery operations including riders, fleet resources, and third-party transport partners.

• Ensuring efficient coordination of delivery routes, order dispatch, and distribution schedules.

• Monitoring operational performance metrics such as delivery timelines, order accuracy, productivity, and service quality.

• Collaborating with logistics and warehouse teams to ensure seamless order fulfillment workflows.

• Ensuring compliance with operational procedures, safety standards, and company policies.

3. Commercial & Financial Management

• Working closely with Finance to ensure accurate, timely client billing and invoicing.

• Monitoring account profitability, cost structures, and service margins.

• Following up on outstanding payments and support credit control processes.

• Overseeing reconciliation between delivery data, service reports, and billing records.

• Preparing periodic account performance reports including operational and financial insights.

4. Strategy, Process Improvement & Compliance

• Analyzing account performance trends and identify opportunities for operational improvement and cost optimization.

• Driving implementation of process improvements, automation tools, and SOP enhancements.

• Ensuring adherence to contractual obligations, service level agreements, and regulatory requirements.

• Supporting continuous improvement initiatives to enhance client experience and operational efficiency.

5. Stakeholder Collaboration & Leadership

• Coordinating cross-functional teams including operations, finance, customer service, and logistics.

• Providing leadership and guidance to account coordinators and operational support teams.

• Participating in client review meetings, performance evaluations, and strategic planning sessions.

Requirements

Qualifications & Experience

• Bachelor’s degree in business administration, Logistics, Supply Chain, or a related field.

• Minimum 6 years’ experience in fast paced e-commerce operations or last-mile delivery management.

• Proven experience managing riders, fleet operations, or subcontracted transporters.

• Experience in client account management and invoicing processes.

Key Skills & Competencies

• Strong operational coordination and problem-solving skills.

• Excellent communication and client relationship management skills.

• Good analytical and reporting abilities.

• Strong organizational and multitasking skills.

• Proficiency in MS Office and reporting skills

• High level of accountability and attention to detail.