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HOD Commercial Operations at Safaricom

The role involves developing a clear commercial strategy and execution plans, including Route to Customer, to deliver a superior customer experience and protect and grow the Safaricom product portfolio. This role requires an in-depth understanding of the business, including products, customers, agile philosophy, and industry complexities.


Route to Customer:

  • Develop and execute a comprehensive channels strategy, including direct and indirect channels, to reach target customer segments effectively.
  • Identify, onboard, and manage relationships with channel partners to align strategies and optimize mutual business outcomes.
  • Identify opportunities to expand the reach of the Safaricom portfolio through new channels, markets, and distribution partnerships.
  • Develop fit-for-purpose commercial and execution standards/policies for the channel partner ecosystem.

Commercial Planning:

  • Manage the commercial planning process with commercial business units to ensure flawless execution.
  • Manage the Network Roll-Out process with the Technology team to ensure a superior network experience.
  • Provide support and resources to regional teams and channel partners to enhance their effectiveness in selling Safaricom products.
  • Develop and oversee annual joint business plans with Safaricom partners (Dealers & Mpesa HOs) in line with Mission priorities.

Channels Capability:

  • Develop and maintain a fit-for-purpose channels capability curriculum for internal and external stakeholders.
  • Evaluate and advise on capability interventions and commercial competencies required to provide a seamless customer experience.

Channels Effectiveness and Performance:

  • Monitor channel performance against key performance indicators (KPIs) such as sales targets, revenue growth, market share, and customer satisfaction.
  • Analyze performance data to identify trends, opportunities, and areas for improvement.
  • Build and maintain the Channels Execution scorecard in line with Mission priorities.
  • Coordinate all channels’ projects – SFE, Automation, Analytics, Commercial standards while promoting a culture of continuous improvement.
  • Spearhead compliance and controls workstreams to ensure effective use of processes in the work environment.


  • Honors Degree from a recognized university
  • Over 10 years of FMCG experience gained across commercial and other functions with a strong track record in People Management &/or commercial roles within a consumer goods environment.
  • Demonstrated and well-developed commercial awareness and customer focus.

How to Apply

If you feel up to the challenge and possess the necessary qualifications and experience, kindly proceed to create/update your candidate profile on the recruitment portal and then Click on the apply button. Remember to attach your resume.

Apply Before: 03/17/2024, 11:59 PM

Degree Level: University

Job Schedule: Full-time

Location: Safaricom House, Waiyaki Way, Westlands, P.O Box 66827, 00800, KE

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