This is a full-time on-site role for a Customer Care Representative located in Nairobi. The Customer Care Representative will be responsible for managing customer support, ensuring customer satisfaction, and providing excellent customer service. Daily tasks will include assisting customers with inquiries, addressing complaints, and maintaining updated records of customer interactions. The... representative will also collaborate with other departments to improve the overall customer experience.

Qualifications


Strong Interpersonal Skills, Excellent Communication abilities
Experience in Customer Service, Customer Support roles
Proven track record in ensuring Customer Satisfaction
Ability to handle customer inquiries and complaints efficiently
Excellent problem-solving abilities and attention to detail
Ability to work effectively in a team environment
Prior experience in the fashion or e-commerce industry is a plus
A diploma or equivalent / bachelor's degree is preferred more

Key Responsibilities:


Develop and manage paid media strategies for Shopify/WooCommerce stores
Drive customer acquisition through Google Ads, Meta Ads, and remarketing
Optimize landing pages and funnels for higher conversion rates
Track and analyze performance using GA4, Facebook Pixel & Tag Manager
Contribute to SEO and organic growth strategies


What We’re Looking For:


3+... years of experience in performance marketing & paid acquisition
Hands-on expertise in Google Ads, Meta Ads, and analytics tools
Strong knowledge of CRO, A/B testing & funnel optimization
Experience with email marketing automation (Klaviyo, Mailchimp, etc.)
Ability to drive data-driven decision-making and work in a fast-paced environment more

Qualifications

At least a Bachelor’s degree in marketing, social sciences, business administration, or its equivalent from a recognized university.
At least 4 years’ experience in Key Account management / and or customer support role.
Experience in managing and handling projects.
Knowledge of vendor management systems and tools.
Strong understanding of the fashion industry and market... trends.
Critical-thinker and problem-solver.
Strong organizational skills and attention to detail.
Ability to work collaboratively with cross-functional teams.
Strong interpersonal and communication skills.
Tech Savvy. 
Good time-management skills.
Ability to multitask.

Key Responsibilities

Developing and implementing a fully integrated vendor acquisition strategy 
Developing and sustaining long-standing relationships with the platform vendors.
Ensuring technology tools and resources for managing vendors are fully operational and utilized, including 100% of vendors either directly integrated to platform, or using chosen vendor management app 
Conducting research on available vendors to determine which vendors match our criteria for the platform 
Continually monitoring sales trends to determine which products and categories are more popular than others, and updating the vendor acquisition strategy in line with this.
Conducting interviews with new vendors and informing approved vendors of their responsibilities and obligations and taking them through the onboarding process efficiently 
Define strategies to drive revenue from offering value-added services to existing vendors
Work closely with commercial team to design and implement campaigns that drive incremental profitability and create brand awareness 
Establishing, implementing and monitoring standards by which to assess the performance of vendors
 Evaluating current vendor management processes and policies and identifying ways to improve them Develop, implement and track strategies and plans to increase revenue generated from existing vendors 
Develop, implement and track strategies and plans to increase revenue generated from our “VIP” Vendors
Overseeing and evaluating the team's ongoing training efforts. 
Drive succession planning, pre-empting the need for and managing change as necessary. 
Develop skills of the team – identify individual training needs as well as encouraging effective teamwork, giving recognition and praise wherever possible. 
Deal with team performance issues promptly and appropriately, partnering with HR as necessary.
Curate,Handle and manage all vendor related projects

Essential Attributes 

Ability to work in a fast-paced environment, deal with shifting priorities and adapt to rapid change. Ability to deliver against set objectives while working under pressure. 
Strong team player and people manager - able to gain trust, respect and confidence quickly and effectively creatively, with an innovative thought process. 
Strong internal/external stakeholder management skills. 
Self-starter with the ability to work under minimal supervision and guidance 
Decision making: Willingness and ability to make big picture decisions that are in the best interest of the entire company. Ability to appropriately review both quantitative and qualitative data and come to sound conclusions. 
Enthusiasm / Attitude: Energy and determination to achieve results. Entrepreneurial, hands-on, motivated self-starter with high initiative and the ability to influence positively. more