18 Retail Assistant jobs in Kenya
National Retail Sales Manager
Nairobi Area
Career Directions Limited (CDL)
Posted 23 days ago
Job Viewed
Job Description
Job Title: National Retail Sales Manager Industry : PharmaceuticalDepartment : Commercial Business UnitReports to : Head of Business UnitJointly Reports to : General Manager2. JOB PURPOSE To lead and execute the national retail sales strategy, drive revenue growth, and build strong relationships across retail channels including pharmacists, chemists, wholesalers, sub-distributors, supermarkets, and general trade shops. The role will be pivotal in expanding market share, optimizing retail distribution, and delivering sustainable sales growth for the company’s pharmaceutical and non-pharmaceutical product lines.3. KEY DUTIES & RESPONSIBILITIES Route to Market & Distribution Optimization • Develop and implement national retail sales strategies and execution plans aligned with business goals.• Design and optimize route-to-market strategies to enhance direct distribution efficiency and coverage.• Manage and grow retail sales channels, including independent and chain pharmacies, chemists, wholesalers, sub-distributors, supermarkets, and general retail outlets.• Evaluate and improve distribution infrastructure and parameters to ensure product availability in key retail channels.Commercial Strategy & Business Planning • Actively contribute to the annual strategic business planning and quarterly commercial reviews.• Conduct yearly market and competitive landscape assessments to align strategic direction.• Benchmark performance and commercial activities against industry best practices• Annual budget planning (sales target, advertising and promotional budgets)• Prepare budget by brand (economics trend, new products, campaign, price adjustment)• Monitor, review and report on all marketing activities• Determine and manage the A&P Budget• Report on ROI and KPI• Ensure that the marketing objectives are achieved, measured and reported• Develop and implement strategies to protect and enhance gross profit margins.• Drive achievement of financial KPIs and targets as outlined in the commercial financial grid.• Support budgeting processes and ensure robust profitability tracking and reporting.Suppliers Management • Coordinate with supply chain and logistics to ensure product availability and timely deliveries.• Meet regularly with Suppliers to build effective relationships and promote the our client as a leading partner• Respect suppliers’ regulations regarding storage, logistics, distribution, sales activities and pricing structures• Prepare and ensure suppliers’ business reviews are prepared in a timely manner• Liaise with suppliers for NPD, set targets or strategic plans concerning brands• Prepare the monthly reports and attend to all queries in a timely manner• Prepare supplier's visit (business review, trade visit & administration)Customer Relationship Management • Drive customer satisfaction by ensuring high service levels and timely delivery to institutions.• Define, track, and improve the Net Promoter Score (NPS) as a core customer satisfaction metric.• Implement service excellence and customer-first principles throughout the team.• Handle customer complaints effectively in a timely mannerSales Forecasting • Track and report on retail sales performance, forecasts, and KPIs.• Apply marketing excellence techniques and build winning marketing/brand plans.• Ensure accurate and deep understanding of customer needs, competitor positioning, and market trends.• Drive appropriate pricing strategies and optimize product mix for target retail channels.• Maintain a strong presence in the field and embody hands-on leadership.• Update sales forecast and liaise with Supply Chain to efficiently manage and monitor stocks• Follow up of proper ordering and smooth flow of stocks and optimum stock levels• Align with calendar of activities• Review monthly sales forecast taking into account latest trends• Assess SFA and adjust forecast if need bePromo Planning • Planning of promo: pre-workings and analysis• Work with sales team to create and tract promotional activities• Ensure proper implementation of promotional and trade activities• Follow up with sales on demand plan• Ensure deadlines are respected for submission of TPR and follow-up on implementation• Responsible for the elaboration of the trade promotions in consultation with Commercial BUStock Management • Analyse stock report and prepare action plan for depletion by brand, skus and customer• Lead short expiry depletion plan• Analyse and validate impact for depletion (sales under cost, unit cost, finance by suppliers etc)• Execute for depletion and follow up with sales team• Share plan for execution by sales team after cross checking physical availability in warehouseMarket Monitoring • Identify new market opportunities and retail channels for business expansion.• Monitor retail pricing, competitor activities, market trends, and provide timely insights for decision-making.• Conduct market research to determine market requirements for existing and future products• Analyse the market, product performance and launching of new products• Data analysis and interpretation• Research products to identify new opportunities• Continuous observation and monitoring of competition and their activities• Undertake market research to remain competitive in the consumer market• Collect, analyse and make use of information of the different media channels• Ensure market surveys and field research are carried out for new productsNPD • Conduct Market Analysis• Product trials and tasting• Prepare costing and sales forecast• Authorisation from Authorities• Define distribution channel• Prepare Price List for listing• Prepare listing documents: presentation and sales arguments• Identify and propose new areas of developmentReporting • Preparation of figures and presentation• Ensure timely sales and marketing reporting to suppliers and the ManagementService Excellence • Build and nurture strong customer relationships with key retail clients to maximize customer satisfaction and brand loyalty.• Participate in the implementation of Service Excellence initiatives/ projects of the department.• Ensure that team members are fully engaged and committed to Service Excellence and that excellent service level are maintained at all times• Assess Service level on a continuous basis and address any matter impeding excellent service level• Handle and/or follow up on queries and complaints promptly and ensure that appropriate corrective actions are taken in a timely manner• Implement Service Excellence KPIs, monitor and continuously improve service level of the department• Ensure compliance with regulatory requirements and internal policies in all retail transactions and relationships.Human Capital • Support the setup and structure of a new nation retail sales commercial team.• Lead, coach, and develop a high-performance retail sales team (regional and area sales managers, sales reps) to achieve sales targets with a strong culture of engagement and empowerment.• Implement people processes, including performance management, succession planning, and talent development.• Provide product knowledge training to internal and external stakeholders• Ensure positive and effective communication with subordinates and staff through the governance framework• Ensure that Human Capital initiatives including but not limited to Leadership, Succession Plan and ‘Great Place to Work’ are properly and successfully deployed within the department• Identify competency gaps, manage learning and development plans and provide opportunities to team members to learn and grow• Identify areas of improvement with respect to discipline, code of conduct, team members’ engagement and address & resolve conflicts & issues• Ensure that all health and safety provisions and measures are properly adhered and complied with at all times• Ensure that the department comply with established policies and procedures, company’s standard practices as well as legal provisions as per prevailing legislationRequirements4. Qualifications, Skills and other prerequisites Qualifications • Bachelor’s degree in Sales & Marketing, Business Administration, Pharmacy, or related field.• MBA is an added advantageExperience • At least 10 years’ experience in all aspects of developing and managing marketing and sales strategies, with at least 5 years in a senior national retail or trade sales management role in the pharmaceutical , FMCG , or healthcare industry .• Strong knowledge of the pharmaceutical retail landscape in Kenya.Technical Knowledge & Skills • Strategic thinker & result oriented• Excellent analytical and leadership skills• Strong team player working with cross functional teams• Excellent communication, negotiation, influencing and interpersonal skills• Flexibility and adaptability• Marketing skills• Organisation and planning• Strategic thinking and decision making• Problem solving• Data analysisSpecial Requirement (if any) • Willingness to travel extensively across Kenya.
This advertiser has chosen not to accept applicants from your region.
0
Customer Service Agent
Nairobi, Nairobi
Hometests
Posted 20 days ago
Job Viewed
Job Description
We are looking for a customer-focused Customer Service Agent to handle inquiries, resolve issues, and provide excellent support across multiple brands.
br>*Key Responsibilities:*
* Respond promptly and professionally to customer inquiries via email, chat, and social media.
* Resolve order issues, refunds, and product questions.
* Maintain detailed records of customer interactions.
* Collaborate with fulfillment and marketing teams to address customer feedback.
* Strive to exceed customer satisfaction goals.
*Ideal Candidate Profile:*
* Experience in customer support roles, preferably in e-commerce.
* Strong communication and problem-solving skills.
* Ability to manage multiple channels and prioritize tasks.
* Empathy and patience with customers.
*Application Instructions:*
Please share:
* Examples of customer service experience.
* Description of tools or platforms used (Zendesk, Freshdesk, etc.).
* Sample responses or scenarios you have handled.
br>*Key Responsibilities:*
* Respond promptly and professionally to customer inquiries via email, chat, and social media.
* Resolve order issues, refunds, and product questions.
* Maintain detailed records of customer interactions.
* Collaborate with fulfillment and marketing teams to address customer feedback.
* Strive to exceed customer satisfaction goals.
*Ideal Candidate Profile:*
* Experience in customer support roles, preferably in e-commerce.
* Strong communication and problem-solving skills.
* Ability to manage multiple channels and prioritize tasks.
* Empathy and patience with customers.
*Application Instructions:*
Please share:
* Examples of customer service experience.
* Description of tools or platforms used (Zendesk, Freshdesk, etc.).
* Sample responses or scenarios you have handled.
This advertiser has chosen not to accept applicants from your region.
1
Customer Service Representative - Portuguese
Nairobi, Nairobi
The Cigna Group
Posted 27 days ago
Job Viewed
Job Description
**What does Cigna do?**
Cigna provides health insurance services around the world. We're passionate about helping people improve their health, well-being, and sense of security. We started over 200 years ago and we continued to innovate and expand ever since. At Cigna Health Benefits we focus on the unique needs of Intergovernmental (IGO) and Nongovernmental (NGO) organisations, as well as the needs of multinationals in Europe and Africa. You can find out more about the company at .
**What makes Cigna different from other employers?**
We go further than just paying insurance claims. Solid customer relationships are our main goal. We also strongly believe in business ethics and continually strive to be cleaner, greener, and respectful of all. We owe our success to the talent and dedication of our team. They're the ones who make a difference in our customers' lives. So we know that it's important to go the extra mile for our employees. We make sure they have a good work-life balance, and we offer many initiatives for health and well-being.
**What are your main responsibilities?**
You are responsible for the client communication for designated account relationships and Contracts.
You are required to response to the client on timely manner providing full and accurate information in one go.
**Main Duties / Responsibilities**
+ Handle calls and e-mails and respond to simple and complex inquiries regarding eligibility, cards status, envoy registration/navigation, policy benefits, issue certificates of insurance, claims status and other related information and provide solutions for customers and clients.
+ Receives requests by mail, telephone, or in person regarding insurance claims/policies. Responds to inquiries from policy holders, clients, brokers and/or others.
+ Performs research to respond to inquiries and interprets policy provisions to determine most effective response.
+ Mails or routes claim forms and supporting documentation to various units for final processing.
+ Excellent interpersonal skills, ability to understand and interpret policy provisions. Independently responds to inquiries, grievances, complaints, or appeals ranging from routine to moderate complexity.
+ May seek assistance with complex customer services issues.
**Qualifications**
+ Must have a diploma or bachelor's degree certificate
+ Excellent English written and oral communication skills
+ **Portuguese** **written and oral skill is a must**
+ Exceptional organizational and time-management focus
+ Independently responds to inquiries, grievances, complaints or appeals ranging from routine to moderate complexity.
+ 1+ years of customer service experience analyzing and solving customer problems required; call center experience a plus
+ Ability to perform in a high volume, fast paced call center environment
+ Proven ability to work independently as well as a productive member of a team
+ Intermediate proficiency in Microsoft office suite; high level capacity to multitask independently and on a computer
+ Knowledge of medical terminology a plus
**Conditions/requirements**
+ Work in 24 x 7 rotation shifts.
+ 5 days a week.
+ In split shifts (some hours in the morning and remaining hours in the afternoon or evening) and public holidays
**About Cigna Healthcare**
Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.
_Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws._
_If_ _you require reasonable accommodation in completing the online application process, please email:_ _for support. Do not email_ _for an update on your application or to provide your resume as you will not receive a response._
Cigna provides health insurance services around the world. We're passionate about helping people improve their health, well-being, and sense of security. We started over 200 years ago and we continued to innovate and expand ever since. At Cigna Health Benefits we focus on the unique needs of Intergovernmental (IGO) and Nongovernmental (NGO) organisations, as well as the needs of multinationals in Europe and Africa. You can find out more about the company at .
**What makes Cigna different from other employers?**
We go further than just paying insurance claims. Solid customer relationships are our main goal. We also strongly believe in business ethics and continually strive to be cleaner, greener, and respectful of all. We owe our success to the talent and dedication of our team. They're the ones who make a difference in our customers' lives. So we know that it's important to go the extra mile for our employees. We make sure they have a good work-life balance, and we offer many initiatives for health and well-being.
**What are your main responsibilities?**
You are responsible for the client communication for designated account relationships and Contracts.
You are required to response to the client on timely manner providing full and accurate information in one go.
**Main Duties / Responsibilities**
+ Handle calls and e-mails and respond to simple and complex inquiries regarding eligibility, cards status, envoy registration/navigation, policy benefits, issue certificates of insurance, claims status and other related information and provide solutions for customers and clients.
+ Receives requests by mail, telephone, or in person regarding insurance claims/policies. Responds to inquiries from policy holders, clients, brokers and/or others.
+ Performs research to respond to inquiries and interprets policy provisions to determine most effective response.
+ Mails or routes claim forms and supporting documentation to various units for final processing.
+ Excellent interpersonal skills, ability to understand and interpret policy provisions. Independently responds to inquiries, grievances, complaints, or appeals ranging from routine to moderate complexity.
+ May seek assistance with complex customer services issues.
**Qualifications**
+ Must have a diploma or bachelor's degree certificate
+ Excellent English written and oral communication skills
+ **Portuguese** **written and oral skill is a must**
+ Exceptional organizational and time-management focus
+ Independently responds to inquiries, grievances, complaints or appeals ranging from routine to moderate complexity.
+ 1+ years of customer service experience analyzing and solving customer problems required; call center experience a plus
+ Ability to perform in a high volume, fast paced call center environment
+ Proven ability to work independently as well as a productive member of a team
+ Intermediate proficiency in Microsoft office suite; high level capacity to multitask independently and on a computer
+ Knowledge of medical terminology a plus
**Conditions/requirements**
+ Work in 24 x 7 rotation shifts.
+ 5 days a week.
+ In split shifts (some hours in the morning and remaining hours in the afternoon or evening) and public holidays
**About Cigna Healthcare**
Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.
_Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws._
_If_ _you require reasonable accommodation in completing the online application process, please email:_ _for support. Do not email_ _for an update on your application or to provide your resume as you will not receive a response._
This advertiser has chosen not to accept applicants from your region.
2
Customer Service Representative - Portuguese
Nairobi, Nairobi
The Cigna Group
Posted 27 days ago
Job Viewed
Job Description
**What does Cigna do?**
Cigna provides health insurance services around the world. We're passionate about helping people improve their health, well-being, and sense of security. We started over 200 years ago and we continued to innovate and expand ever since. At Cigna Health Benefits we focus on the unique needs of Intergovernmental (IGO) and Nongovernmental (NGO) organisations, as well as the needs of multinationals in Europe and Africa. You can find out more about the company at .
**What makes Cigna different from other employers?**
We go further than just paying insurance claims. Solid customer relationships are our main goal. We also strongly believe in business ethics and continually strive to be cleaner, greener, and respectful of all. We owe our success to the talent and dedication of our team. They're the ones who make a difference in our customers' lives. So we know that it's important to go the extra mile for our employees. We make sure they have a good work-life balance, and we offer many initiatives for health and well-being.
**What are your main responsibilities?**
You are responsible for the client communication for designated account relationships and Contracts.
You are required to response to the client on timely manner providing full and accurate information in one go.
**Main Duties / Responsibilities**
+ Handle calls and e-mails and respond to simple and complex inquiries regarding eligibility, cards status, envoy registration/navigation, policy benefits, issue certificates of insurance, claims status and other related information and provide solutions for customers and clients.
+ Receives requests by mail, telephone, or in person regarding insurance claims/policies. Responds to inquiries from policy holders, clients, brokers and/or others.
+ Performs research to respond to inquiries and interprets policy provisions to determine most effective response.
+ Mails or routes claim forms and supporting documentation to various units for final processing.
+ Excellent interpersonal skills, ability to understand and interpret policy provisions. Independently responds to inquiries, grievances, complaints, or appeals ranging from routine to moderate complexity.
+ May seek assistance with complex customer services issues.
**Qualifications**
+ Must have a diploma or bachelor's degree certificate
+ Excellent English written and oral communication skills
+ **Portuguese** **written and oral skill is a must**
+ Exceptional organizational and time-management focus
+ Independently responds to inquiries, grievances, complaints or appeals ranging from routine to moderate complexity.
+ 1+ years of customer service experience analyzing and solving customer problems required; call center experience a plus
+ Ability to perform in a high volume, fast paced call center environment
+ Proven ability to work independently as well as a productive member of a team
+ Intermediate proficiency in Microsoft office suite; high level capacity to multitask independently and on a computer
+ Knowledge of medical terminology a plus
**Conditions/requirements**
+ Work in 24 x 7 rotation shifts.
+ 5 days a week.
+ In split shifts (some hours in the morning and remaining hours in the afternoon or evening) and public holidays
**About Cigna Healthcare**
Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.
_Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws._
_If_ _you require reasonable accommodation in completing the online application process, please email:_ _for support. Do not email_ _for an update on your application or to provide your resume as you will not receive a response._
Cigna provides health insurance services around the world. We're passionate about helping people improve their health, well-being, and sense of security. We started over 200 years ago and we continued to innovate and expand ever since. At Cigna Health Benefits we focus on the unique needs of Intergovernmental (IGO) and Nongovernmental (NGO) organisations, as well as the needs of multinationals in Europe and Africa. You can find out more about the company at .
**What makes Cigna different from other employers?**
We go further than just paying insurance claims. Solid customer relationships are our main goal. We also strongly believe in business ethics and continually strive to be cleaner, greener, and respectful of all. We owe our success to the talent and dedication of our team. They're the ones who make a difference in our customers' lives. So we know that it's important to go the extra mile for our employees. We make sure they have a good work-life balance, and we offer many initiatives for health and well-being.
**What are your main responsibilities?**
You are responsible for the client communication for designated account relationships and Contracts.
You are required to response to the client on timely manner providing full and accurate information in one go.
**Main Duties / Responsibilities**
+ Handle calls and e-mails and respond to simple and complex inquiries regarding eligibility, cards status, envoy registration/navigation, policy benefits, issue certificates of insurance, claims status and other related information and provide solutions for customers and clients.
+ Receives requests by mail, telephone, or in person regarding insurance claims/policies. Responds to inquiries from policy holders, clients, brokers and/or others.
+ Performs research to respond to inquiries and interprets policy provisions to determine most effective response.
+ Mails or routes claim forms and supporting documentation to various units for final processing.
+ Excellent interpersonal skills, ability to understand and interpret policy provisions. Independently responds to inquiries, grievances, complaints, or appeals ranging from routine to moderate complexity.
+ May seek assistance with complex customer services issues.
**Qualifications**
+ Must have a diploma or bachelor's degree certificate
+ Excellent English written and oral communication skills
+ **Portuguese** **written and oral skill is a must**
+ Exceptional organizational and time-management focus
+ Independently responds to inquiries, grievances, complaints or appeals ranging from routine to moderate complexity.
+ 1+ years of customer service experience analyzing and solving customer problems required; call center experience a plus
+ Ability to perform in a high volume, fast paced call center environment
+ Proven ability to work independently as well as a productive member of a team
+ Intermediate proficiency in Microsoft office suite; high level capacity to multitask independently and on a computer
+ Knowledge of medical terminology a plus
**Conditions/requirements**
+ Work in 24 x 7 rotation shifts.
+ 5 days a week.
+ In split shifts (some hours in the morning and remaining hours in the afternoon or evening) and public holidays
**About Cigna Healthcare**
Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.
_Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws._
_If_ _you require reasonable accommodation in completing the online application process, please email:_ _for support. Do not email_ _for an update on your application or to provide your resume as you will not receive a response._
This advertiser has chosen not to accept applicants from your region.
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