Background

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

• 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.

• Strong commercial mindset
• Exceptional leadership skills
• Proven track record in developing winning commercial strategies
• Managing key accounts
• Negotiating high-value contracts
• Delivering exceptional customer experiences
• Pricing strategy
• Contract negotiation
• Market expansion
• Customer relationship management
• Financial and commercial acumen
• Analytical skills
• Planning skills
• Negotiation skills
• Communication skills
• Leadership skills
• Managing key corporate accounts
• Strategic client relationships
• Knowledge of Nairobi construction, infrastructure, and real estate markets
• Valid Kenyan Driving Licence with practical driving experience

• 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.