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