COMMERCIAL & CUSTOMER SERVICE MANAGER

Key Requirements

· Bachelor's Degree in Business Administration, Commerce, Sales & Marketing, Economics, or a related field.

· Minimum of twelve (15) years of progressive experience in commercial management, sales, marketing, business development, and customer service.

· Demonstrated experience in developing and implementing commercial strategies that drive revenue growth and profitability.

· Proven leadership experience managing Sales, Customer Service, and Business Development teams.

· Strong understanding of pricing strategies, contract negotiation, customer relationship management, and market development.

· Excellent analytical, planning, leadership, negotiation, and communication skills.

· Experience in managing key accounts and strategic customer relationships.

· Strong financial and commercial acumen with the ability to analyze margins, profitability, and business opportunities.

· Familiarity with Nairobi and its environs, including key construction, infrastructure, and real estate markets.

· Experience in the Ready-Mix Concrete, Construction Materials, Quarry, Cement, Construction, or related industries will be a distinct advantage.

· Must possess a valid driving license.

Key Responsibilities

· Develop and implement commercial strategies to achieve revenue, profitability, and market share targets.

· Identify and pursue new business opportunities, strategic partnerships, and market expansion initiatives.

· Lead and oversee all customer service activities to ensure exceptional customer experience and retention.

· Manage key customer accounts and maintain strong relationships with contractors, developers, consultants, and project managers.

· Develop and implement pricing strategies that enhance competitiveness while protecting profitability.

· Monitor market trends, customer requirements, competitor activities, and emerging business opportunities.

· Lead, mentor, and manage the Sales, Business Development, and Customer Service teams to achieve departmental objectives.

· Negotiate commercial contracts, service agreements, and strategic partnerships.

· Prepare and present monthly commercial performance reports, forecasts, and business development plans to management.

· Work closely with Production, Logistics, Operations, Finance, and Procurement teams to ensure seamless service delivery and customer satisfaction.

· Drive customer retention initiatives and ensure timely resolution of customer concerns and complaints.

· Establish and monitor key commercial and customer service performance indicators.