Customer Experience & Order Management Lead

Customer Experience & Order Management Lead

Kenchic Limited is the leading producer of poultry in East and Central Africa. At its inception, the company’s main activity was the production of broiler and layer day-old chicks. Over the years the company has expanded operations to include processed chicken and further processed products. The company started its operations in 1984. The company’s Head Office is in Exsan House along Enterprise road. Kenchic is proud to be the largest integrated poultry operation in East and Central Africa and deals in day-old chicks, processed chicken meat and further processed products such as smoked sausages, choma sausages & sausages.

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Customer Experience & Order Management Lead

• Job Type Full Time
• Qualification BA/BSc/HND
• Experience 5 years
• Location Nairobi
• Job Field Procurement / Store-keeping / Supply Chain

Key Responsibilities

• Lead the order processing team to deliver accurate, timely and reliable service.
• Coordinate order fulfilment across Sales, Production, Logistics, Stores, Procurement and Finance.
• Act as the link between customers, the Sales team and operational departments, ensuring clear updates and realistic commitments.
• Manage urgent orders, stock constraints, delivery delays, returns and escalated complaints calmly and decisively.
• 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.
• Review, improve and embed processes and SOPs through training, controls, audits and regular follow-up.
• Coach the team, monitor KPIs and build a culture of ownership, continuous improvement and customer-centred decision-making.

Qualifications

• Bachelor’s degree in business, Supply Chain, Operations, Customer Experience, Commerce or a related field.

• At least five years’ relevant experience, including a minimum of three years leading people.

• Experience coordinating order fulfilment across several operational departments.

• Demonstrated experience coordinating order fulfilment across Sales, Production, Logistics, Stores, Procurement and Finance.

• Proven ownership of process improvement, SOP development, root-cause analysis and corrective-action follow-through.

• Strong working knowledge of ERP/CRM systems, Excel and operational performance reporting.

• Training in customer experience, supply chain, project management, or continuous improvement will be an added advantage.

• Check how your CV matches this job

Application Closing Date

Application closes: 7th November 2026 at 5:00 pm.