We are recruiting on behalf of our client, a leading player in the construction materials industry, for an experienced and commercially driven Commercial & Customer Service Manager.
This is a strategic leadership position responsible for driving business growth, increasing profitability, strengthening customer relationships, and leading high-performing Sales, Business Development, and Customer Service teams.
The successful candidate will possess a strong commercial mindset, exceptional leadership skills, and a proven track record in developing winning commercial strategies, managing key accounts, negotiating high-value contracts, and delivering exceptional customer experiences.
Key Responsibilities
- Develop and implement commercial strategies that drive sustainable revenue growth, profitability, and market expansion.
- Identify new business opportunities, strategic partnerships, and emerging markets.
- Develop pricing strategies that maintain competitiveness while maximizing profitability.
- Monitor industry trends, customer demands, competitor activities, and market developments.
- Prepare annual commercial plans, sales forecasts, and business growth strategies.
- Lead and mentor the Sales and Business Development teams to achieve revenue and market share targets.
- Develop and manage strategic customer acquisition and retention initiatives.
- Build and maintain strong relationships with contractors, developers, consultants, architects, engineers, and project managers.
- Oversee contract negotiations and commercial agreements.
- Monitor departmental performance and implement continuous improvement initiatives.
- Lead the Customer Service Department to deliver exceptional customer experiences.
- Develop customer retention strategies and service improvement initiatives.
- Ensure timely resolution of customer concerns, complaints, and service issues.
- Establish customer service standards and monitor service delivery performance.
- Strengthen long-term customer relationships through proactive engagement.
- Monitor sales performance, margins, pricing, and profitability.
- Analyze commercial data to identify growth opportunities and operational improvements.
- Develop performance reports and present commercial updates to senior management.
- Ensure departmental budgets and commercial objectives are achieved.
- Work closely with Operations, Production, Logistics, Procurement, Finance, and Technical teams to ensure seamless service delivery.
- Coordinate commercial activities across departments to improve operational efficiency and customer satisfaction.
Minimum Requirements
- Bachelor's Degree in Business Administration, Commerce, Sales & Marketing, Economics, or a related field.
- Minimum of 15 years' progressive experience in Commercial Management, Sales, Business Development, Marketing, and Customer Service.
- Demonstrated success in developing and executing commercial strategies that increase revenue and profitability.
- Proven leadership experience managing Sales, Customer Service, and Business Development teams.
- Strong experience in pricing strategy, contract negotiation, market expansion, and customer relationship management.
- Excellent financial and commercial acumen with the ability to analyze margins, profitability, and business opportunities.
- Strong analytical, planning, negotiation, communication, and leadership skills.
- Experience managing key corporate accounts and strategic client relationships.
- Good knowledge of Nairobi and its surrounding construction, infrastructure, and real estate markets.
- Experience within the Ready-Mix Concrete, Construction Materials, Cement, Quarry, Infrastructure, Engineering, or related industries will be a distinct advantage.
- Valid Kenyan Driving Licence with practical driving experience.
- Female candidates are highly encouraged to apply.
What We Offer
- Competitive Gross Salary Ksh. 150,000 – 200,000
- Performance-Based Incentives
- Company Vehicle
- Fuel for Official Duties
- Opportunity to join a growing and reputable organization
- Career growth and leadership development opportunities