Full time Offered Salary :

HOD – Commercial Operations at Safaricom Kenya

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Job Description


We are pleased to announce the vacancy for HOD – Commercial Operations within Channels, Sales & Distribution Division. In keeping with our current business needs, we are looking for a person who meets the criteria indicated below.

Reporting to the Chief Channels Officer, the HOD – Commercial Operations will undertake the below.

Role purpose: 

Responsible for building a clear commercial strategy and execution plans (including Route to Customer) that delivers a superior customer experience and protect and grow the Safaricom product portfolio. The role will require an in-depth understanding of the business (products, customers, agile philosophy way of working, industry complexities) as it is crucial to delivery in the role.


Key accountabilities and decision ownership: 

Route to Customer

  • Develop and execute a comprehensive channels strategy that outlines the optimal mix of direct and indirect channels (e.g., retail, digital, third-party partners) to reach target customer segments effectively.
  • Identify, onboard, and manage relationships with channel partners in conjunction with regional leads to align strategies, set performance targets, and optimize mutual business outcomes.
  • Identify opportunities to expand the reach of SFC Portfolio by exploring new channels, markets, and distribution partnerships. Continuously optimize channel mix and performance through experimentation, analysis, and adaptation by leveraging insights including big data analytics
  • Develop fit for purpose commercial and execution standards/policies for the SFC channel partner ecosystem.

Commerical Planning

  • Manage the commercial planning process with the commercial business units (CBO, FS & EBU) to ensure flawless execution.
  • Manage the Network Roll-Out process with the Technology team to ensure superior network experience.
  • Provide support and resources to regional teams and channel partners to enhance their effectiveness in selling SFC portfolio. This may include training, sales collateral development, product demonstrations, and incentive programs.
  • Develop and oversee the annual joint business plans with SFC partners (Dealers & Mpesa HOs)in line with Mission priorities.

Channels Capability

  • Develop and maintain a fit for purpose channels capability curriculum for both 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 score card in line with Mission priorities.
  • Co-ordinate all channels’ projects – SFE, Automation, Analytics, Commercial standards whilst promoting a culture of continuous improvement.
  • Spearhead the compliance and controls workstreams to ensure effective use of processes in the work environment.


  •  Honors Degree from a recognized university
  • Over 10 years 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. 

Deadline: Mar 11, 2024

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