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Job Description
| Duties and Responsibilities: |
| 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. |
| SNKey Result Area (KRA)Key Performance Indicators (KPIs)1Revenue Growth & Channel PerformanceAggregator/delivery revenue vs budget; like-for-like and year-on-year growth; total orders; average order value (AOV); new and returning customers.2Channel Profitability & Commercial ManagementChannel contribution margin; effective commission rate; accuracy of payout/settlement reconciliation; control of promotional spend.3Aggregator Partner & Relationship ManagementJoint business plans per partner; quarterly business reviews held; currency of contracts and terms; co-investment secured; partner issue resolution.4Menu, Pricing & Merchandising on PlatformsMenu accuracy and consistency; item availability/uptime; image and description coverage; price integrity versus strategy.5Promotions, Marketing & Brand VisibilityExecution of the promotional calendar; promotion and advertising ROI; sales uplift; visibility/ranking on platforms.6Delivery Operations & Fulfilment ExcellenceStore online uptime; order acceptance and preparation time; order accuracy; cancellation and rejection rates; rider wait time.7Customer Experience, NPS & Complaint ResolutionNet Promoter Score; platform ratings; complaint resolution time and rate.8Data, Analytics & ReportingDashboard currency; timeliness and accuracy of reports; quality of insights provided.9Cross-functional Coordination, Training & StandardsTraining delivered to branches and Area Managers; SOP/standard adherence; branch-visit coverage.10Market Intelligence & InnovationCompetitor and market benchmarking; new channel-growth initiatives launched. |
| JOB REQUIREMENTS / EXPERIENCE |
| QualificationsBachelor’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.Experience5+ 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. |
| SPECIAL CONDITIONS OF EMPLOYMENT (licences, certificates, travel, physical requirements, etc.) |
| Ability to travel and conduct branch visits at short notice.Valid driving licence.Ability to work long and flexible hours, including weekends, public holidays and peak periods.Willingness to work across multiple locations. |
| CORE COMPETENCIES |
| Commercial acumen with a strong revenue- and results-growth orientation.Analytical, data-driven decision-making and problem resolution.Negotiation, partner and stakeholder management.Excellent communication and active-listening skills across technical and non-technical audiences.Customer-experience focus and attention to detail.Strong planning, organisation and the ability to manage multiple priorities and deliver under pressure.Cross-functional collaboration and the ability to engage, motivate and influence others.Knowledge of aggregator platforms, dashboards and the latest industry trends and technologies.Leadership, people management and team development; professional, reliable, adaptable and eager to learn. |
- Minimum Qualification:
- Experience Length: 0 Years
- Location: NAIROBI
- Application Deadline: 12/06/2026
- Salary Range: 0
