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Watervale Investments Ltd   |   Nairobi, Kenya   |   Log in or register to see the closing date

Head of Customer Engagement

  • Bachelor's degree
  • Sales, marketing, promotion
  • Senior manager (department head)
  • Full Time
  • Permanent
Click to apply

Job Summary

Our company has quickly grown from its founding in 2014 to serving hundreds of furniture material retailers across Kenya. The Head of Customer Engagement will take the reins of customer management responsibilities ensuring the day to day running of these functions while driving the expansion of the company breaking into strategic areas.

The ideal Head of Customer Engagement will have a self-starter attitude and be an excellent strategy person who can make sure that the day-to-day operations are in line with medium-term and long-term goals. They will have an outstanding analytical and judgement ability to identify trends and weigh the evidence in order to decide on the best course of action. They will be effective people manager, eager to grow their team and develop the individuals which comprise it.

The Head of Customer Engagement will report to the Director and directly and indirectly lead a team of 8 people, including others with management responsibilities.


Manage the company’s portfolio and bring forward the company’s expansion strategy

• Oversee and coordinate all the prospecting and customers’ management functions ensuring that they are performed with the highest efficiency
• Create an effective system to ensure that the team collects account receivables on time
• Work with management to design and implement ideas and strategies to launch a new category of mattress, acquire new customers and break into new markets
• Propose and lead the implementation of out-of-the-box marketing ideas to drive increased market penetration of existing products lines
• Directly manage the relationship with key accounts in the portfolio guaranteeing high level of satisfaction and increased sales volumes
Implement and manage systems to effectively track activities and sales
• Find opportunities to develop and improve systems, delegate responsibilities to enable the team to handle more work with increasing complexity
• Coordinate activities with the operation and production teams ensuring smooth collaboration with the customer engagement team and improve processes based on customers’ and other teams’ feedback
• Create and enforce a data-driven decision-making culture
• Effectively utilize customer relationship management (CRM) and sales tracking platforms to ensure that the customer engagement team operates efficiently and meets its targets
• Introduce key control points, allowing you to maintain quality and accuracy of the growing activities within your area of responsibility while delegating more responsibilities to the team
Manage our products portfolio and ensure an efficient use of resources
• Regularly update products weekly consumption – keeping in mind previous stock out, seasonality and market trends - to ensure that an optimal level of inventory is held
• Liaise with supply chain to ensure timely reordering
• Conduct market research and offer recommendations about new products and/or designs to resources and introduce in the market
• Closely monitor market trends and competitive landscape to define pricing strategy for each product category

General Information

Salary rangeNot specified
Additional informationNot specified
Contract type: Permanent
Job type: Full Time
Location: Nairobi
Area of work: Sales, marketing, promotion
Seniority: Senior manager (department head)

Job Requirements

Required education: Bachelor's degree
Required relevant work experience: 3 years
Required skills: Team building; Customer service; Business strategy; Sales performance tracking and reporting; Mentoring and coaching
Required languages: English (Spoken: fluent | Written: fluent)

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Watervale Investments Ltd


Watervale Investments is a quickly-growing company serving Kenya’s furniture industry. Backed by European and American investment, our mission is to make quality furniture more available and affordable to millions of Kenyans. We believe in being a fair and honest employer and providing our employees with opportunity based on performance and merit.