Strategic Account Manager
Palm Bay International
Job Level
Mid-LevelSenior
About the role
- Act as the operational heartbeat of M-KOPA's retail network across Kenya
- Orchestrate seamless operations across multiple locations and translate operational challenges into solutions
- Design and implement operational excellence frameworks to elevate customer experiences
- Monitor and optimize network performance metrics and cost expenditure
- Monitor stock management across all outlets and oversee inventory reconciliation
- Ensure optimal stock levels and coordinate escalations for prompt resolution
- Ensure compliance with safety and operational standards
- Lead regional teams with regular performance reviews, coaching, and setting performance standards
- Optimize field resource deployment and track customer satisfaction metrics
- Handle complex customer escalations and collaborate with Sales, Customer Care, and Supply Chain
- Report to the Senior Manager Retail and provide operational oversight
Requirements
- 5+ years of experience in operation-related roles
- At least 3 years in retail operations oversight
- Bachelor's degree in Business, Operations Management, or related field
- Proven experience managing wide retail network setups and distributed teams
- Cross-functional collaboration experience in matrix environments
- Ability to track and interpret operational KPIs
- Proficiency with Microsoft Office Suite and retail operations systems
- Experience with inventory management and customer care systems
- Strong team leadership, coaching, and implementation support abilities
- Operational intuition with ability to spot patterns and connect data trends to issues
- Ability to handle complex customer escalations and coordinate escalations for prompt resolution
