Customer Experience & Order Management Lead

Kenchic is hiring for the Customer Experience & Order Management Lead position in Kenya. This is a full time, senior level role. Qualification level: Bachelors; experience: 5 – 9 yrs. KEY TASKSLead the order processing team to deliver accurate, timely and reliable service. Applications close on 7 November 2026.

Act as the link between customers, the Sales team and operational departments, ensuring clear updates and realistic commitments.

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, reduce repeat issues and improve service performance.

Key responsibilities

• Coordinate order fulfilment across Sales, Production, Logistics, Stores, Procurement and Finance.
• Manage urgent orders, stock constraints, delivery delays, returns and escalated complaints calmly and decisively.
• Review, improve and embed processes and SOPs through training, controls, audits and regular follow-up.

Requirements

• Proven ability to improve workflows, develop SOPs, conduct root-cause analysis and follow corrective actions through to completion.
• Good customer judgement, commercial awareness and the ability to balance customer expectations with operational realities.
• QUALIFICATIONS AND EXPERIENCEBachelor's degree in business, Supply Chain, Operations, Customer Experience, Commerce or a related field.
• Strong working knowledge of ERP/CRM systems, Excel and operational performance reporting…

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