Qualifications

• Bachelor’s degree in Business, Marketing, Commerce, Hospitality Management, Public Relations/Communication or a related field.
  
• Proficiency in English and Kiswahili; excellent written and verbal communication.
  
• Strong commercial, financial and analytical skills; comfortable with dashboards, spreadsheets, forecasts and performance data.
  

Experience

• 5+ years’ experience in channel/account management, delivery or e-commerce, FMCG, QSR or hospitality, with a proven record of revenue and profit growth.
  
• Demonstrated experience managing third-party delivery/aggregator platforms and negotiating commercial terms.
  
• Working knowledge of aggregator dashboards and the delivery industry, and experience leading or coordinating teams and cross-functional stakeholders.
  

• Channel strategy & growth: own and grow revenue, orders and profitability across aggregator/delivery platforms in line with budget; set and deliver channel targets; pursue expansion through new platforms, locations and virtual brands.
  
• Partner management: act as the primary liaison and relationship owner with aggregator/delivery partners; negotiate and manage commercial terms, commissions and co-investment; run joint business plans and regular reviews.
  
• Commercial & profitability: ensure the channel is profitable as per budget; manage delivery pricing to protect margins; reconcile partner payouts and settlements with Finance and control channel costs and promotional spend.
  
• Menu, pricing & merchandising: ensure accurate, consistent menus, naming, descriptions, imagery and pricing across all platforms; optimise merchandising and item/store availability to grow conversion and average order value.
  
• Promotions & visibility: plan, execute and evaluate promotions, campaigns and platform advertising with Marketing; manage funded/co-funded spend and ROI; drive brand visibility, ranking and placement to hit sales targets.
  
• Delivery operations: monitor and improve store uptime, order acceptance/preparation times, accuracy, cancellations and rejections; review order progress and resolve issues; ensure high service standards are upheld by all managers, including Area Managers.
  
• Customer experience: resolve guest queries and complaints promptly through the platform or branch; monitor and act on NPS, ratings and reviews; disseminate guest feedback to the relevant aggregator or branch.
  
• Dashboards, data & analytics: manage aggregator dashboards and keep queries, content and data current; analyse and report channel, sales and customer trends; generate insights to improve revenue, operations and experience.
  
• Coordination, training & standards: align operations, branches, Marketing, Finance and IT/POS on channel delivery; develop and run training on aggregator and branch operations; conduct regular branch visits to appraise operations and the handling of aggregators and riders.
  
• Market intelligence & innovation: conduct market research and competitor benchmarking; maintain detailed knowledge of Java House brands and the competition; recommend innovations and new opportunities to grow the channel.
  
• Leadership & reporting: lead, supervise and develop direct report(s); keep management informed of matters needing attention, particularly guest feedback; provide regular, accurate reports to the Business Development Strategy Manager; and perform any other duties as assigned.