A warm and inviting space filled with fresh cut flowers, an overflowing bookcase, freshly baked breads & patisserie, the heartwarming scent of fresh coffee and relaxing music set within some of Nairobi’s most dynamic malls; Artcaffé is a haven from hectic city life. We give our customers a place to rest and relax over great food and drinks made by our passionate team of chefs, baristas and mixologists, to ensure each visit is a memorable experience.

HORECA Account & Client Relations Manager

About the Role:

Are you a relationship-driven professional with a deep understanding of the Hotel, Restaurant, and Café (HORECA) landscape? We are seeking a dedicated HORECA Manager to serve as the primary bridge between our brand and our valued clients. In this role, you will manage a portfolio of key accounts, ensuring seamless execution from order placement to final delivery, while proactively identifying opportunities for growth. This is not a “hard sales” cold-calling role; it is a strategic position focused on nurturing partnerships, managing complex projects, and ensuring operational excellence alongside our Head of B2B.

Key Responsibilities

• Client Relationship & Trusted Advisory: Serve as the primary point of contact for assigned HORECA accounts. You will build long-lasting partnerships by understanding client business challenges and collaborating with internal teams to resolve issues swiftly.
• Project & Order Management: Support the Head of B2B on larger initiatives while maintaining rigorous oversight of day-to-day operations. This includes coordinating with production, logistics, and procurement to ensure client timelines and quality standards are met without fail.
• Commercial Operations & Administration: Maintain meticulous logs of orders and invoices. Partner closely with the finance team on reconciliations and credit notes, ensuring a smooth and transparent billing process for the client.
• Account Growth & Analysis: Identify opportunities for upselling and cross-selling within your portfolio. Prepare and present performance reports and gap analyses to clients, using data to drive improved processes and outcomes.

Qualifications

• Education & Experience: Bachelor’s degree in Business or equivalent experience, combined with a proven track record in Account Management, Client Services, or Sales.
• Industry Know-How: Prior experience within the food industry HORECA segment is essential. You speak the language of chefs, F&B directors, and procurement managers.
• Organizational Excellence: Exceptional ability to manage multiple projects simultaneously without dropping the ball. You know how to chase internal teams effectively while maintaining positive working relationships.
• Problem Solver: A proactive mindset with the ability to navigate complex logistical or operational challenges on behalf of the client.
• Network: An established network within the local HORECA industry is highly preferred.

• Serve as the primary point of contact for assigned HORECA accounts.
• Build long-lasting partnerships by understanding client business challenges and collaborating with internal teams to resolve issues swiftly.
• Support the Head of B2B on larger initiatives while maintaining rigorous oversight of day-to-day operations.
• Coordinate with production, logistics, and procurement to ensure client timelines and quality standards are met without fail.
• Maintain meticulous logs of orders and invoices.
• Partner closely with the finance team on reconciliations and credit notes, ensuring a smooth and transparent billing process for the client.
• Identify opportunities for upselling and cross-selling within your portfolio.
• Prepare and present performance reports and gap analyses to clients, using data to drive improved processes and outcomes.

• Exceptional ability to manage multiple projects simultaneously.
• Ability to chase internal teams effectively while maintaining positive working relationships.
• Proactive mindset with the ability to navigate complex logistical or operational challenges.
• Established network within the local HORECA industry is highly preferred.

• Bachelor’s degree in Business or equivalent experience.
• Proven track record in Account Management, Client Services, or Sales.
• Prior experience within the food industry HORECA segment.