Kilishop Officer – Kilimall | Nairobi, Kenya | Apply by 30th April 2025

Kilishop Officer – Kilimall | Nairobi, Kenya | Apply by 30th April 2025

ESSENTIAL JOB DETAILS

• Position: Kilishop Officer

• Location: Nairobi, Kenya

• Type of Job: Full-Time

• Job Category: Retail Operations, E-commerce, Supply Chain Management

• Experience: Minimum 2–3 years in regional operations or e-commerce roles

• Education Level: Diploma or Bachelor’s Degree in Business, Supply Chain, or a related field

• Application Deadline: 30th April 2025

• Reporting to: Regional Operations Manager

• Industry: E-commerce / Online Retail / Last-Mile Logistics

INTRODUCTION

Kilimall, Kenya’s premier online shopping platform, is expanding its operational capabilities by hiring a proactive and performance-driven Kilishop Officer to support and manage its dynamic KiliShop franchise network in Nairobi and surrounding regions.

This full-time role offers a strategic and on-the-ground opportunity to enhance Kilimall’s footprint in Kenya by providing operational support, performance analysis, and relationship management to independently run KiliShops. It is ideal for candidates with regional operations experience, who are familiar with the Kenyan retail landscape and have excellent analytical, interpersonal, and reporting skills.

As a Kilishop Officer, you’ll take charge of your assigned territory, ensuring that Kilimall’s partner shops operate efficiently and in alignment with corporate goals. You’ll also be responsible for logistics coordination, invoice management, training sessions, and resolving day-to-day operational anomalies.

This is a highly visible and mission-critical position suited for ambitious professionals who thrive in fast-paced environments and are eager to grow within East Africa’s leading e-commerce brand.

ABOUT KILIMALL

Kilimall.co.ke is Kenya’s number one online shopping mall, offering a wide range of products including electronics, fashion, household goods, and more. Since its inception in 2014, Kilimall has revolutionized the shopping experience in Kenya by providing reliable, convenient, and affordable solutions to online shoppers across the country.

Through the KiliShop model, Kilimall has created a vast network of local shop partners who serve as order pickup and support points in various towns and neighborhoods. These KiliShops play a critical role in last-mile delivery and customer service, especially in underserved areas.

By joining Kilimall as a Kilishop Officer, you’ll be at the forefront of innovation in e-commerce, retail distribution, and partner management. You will help ensure that Kilimall remains a trusted name in online shopping while enhancing access to digital commerce for thousands of Kenyans.

Kilimall operates on values of integrity, customer obsession, teamwork, and innovation. You will be empowered to make decisions, contribute to strategy, and grow your expertise within a culture that prizes performance and impact.

KEY RESPONSIBILITIES

As the Kilishop Officer, your role will be multifaceted, blending fieldwork with back-office coordination. You’ll be the glue that connects Kilimall’s central operations with decentralized partner shops.

Regional Oversight and Performance Monitoring

• Monitor and analyze the performance metrics of all KiliShops within your assigned region.

• Conduct regular site visits to verify operational standards and customer satisfaction levels.

• Implement corrective measures in underperforming shops, including retraining, resource adjustments, or system escalations.

• Generate weekly, monthly, and quarterly reports capturing shop KPIs such as delivery accuracy, customer reviews, order volume, and service time.

• Use performance data to recommend improvement strategies tailored to each KiliShop.

Problem Identification and Resolution

• Investigate and resolve daily operational issues, especially those affecting customer deliveries, returns, or shop functionality.

• Actively monitor shop dashboards and intervene on cases flagged as “abnormal” or delayed.

• Work with logistics, customer care, and warehousing teams to troubleshoot escalated problems.

• Create logs of recurring operational issues and develop preventive action plans.

Logistics Coordination

• Follow up on forward and reverse logistics to ensure timely delivery and returns of products.

• Coordinate with third-party couriers and Kilimall’s delivery fleet to maintain optimal delivery flow.

• Ensure that shop inventory aligns with sales and dispatch records.

• Validate that returned items are processed accurately and timely.

Data Maintenance and Analysis

• Use Excel (including pivot tables, VLOOKUP, filters, and formulas) to track and update operational data.

• Maintain regional dashboards capturing order fulfillment rates, delays, and return frequencies.

• Ensure that all data is accurate, updated, and compliant with reporting standards.

• Collaborate with data teams to integrate KiliShop performance into company-wide analytics.

Shop Relationship Management

• Act as the first point of contact for all KiliShops in your region.

• Address and resolve any concerns raised by shop owners within agreed SLAs.

• Foster loyalty and alignment by building long-term trust-based relationships.

• Collect feedback and escalate key partner suggestions to management.

Training and Capacity Building

• Organize virtual training sessions to orient shop owners and staff on Kilimall’s policies, systems, and sales strategies.

• Host monthly workshops or physical meetings to align goals and expectations.

• Provide updates on new company initiatives, platform changes, or logistics enhancements.

• Develop and circulate training materials, process guides, and FAQs.

Invoice and Billing Management

• Ensure all KiliShops submit correct and verified invoices for their services.

• Review invoices for accuracy, completeness, and proper supporting documentation.

• Track payment cycles and reconcile any discrepancies in shop settlements.

• Report anomalies in billing promptly to finance and compliance teams.

Audits and Quality Assurance

• Conduct regular audits to verify that each KiliShop adheres to Kilimall’s operational guidelines.

• Assess shop cleanliness, customer service protocols, product handling, and branding standards.

• Make actionable recommendations to shop owners and follow up on compliance.

Communication and Policy Updates

• Ensure shop owners are regularly informed about changes in policies, pricing, and promotional campaigns.

• Disseminate official communications in a timely and understandable manner.

• Collect confirmation receipts or acknowledgments to confirm communication uptake.

QUALIFICATIONS AND SKILLS

Academic Background

• Minimum: Diploma in Business Administration, Supply Chain, Retail Management, or Logistics.

• Preferred: Bachelor’s degree in the same or related fields.

Experience Requirements

• 2–3 years working in a regional operations, franchise management, or logistics support role.

• Experience in e-commerce, FMCG distribution, or retail chain management is a plus.

• Demonstrated success in managing multiple stakeholders across various regions.

Technical Proficiency

• Strong command of Microsoft Excel (pivot tables, data validation, charts, and advanced formulas).

• Familiarity with CRM tools, ERP systems, and logistics platforms.

• Ability to prepare and present performance reports using PowerPoint or Google Slides.

Core Competencies

• Analytical mindset with the ability to interpret data and translate it into action.

• Strong verbal and written communication skills.

• Organized, detail-oriented, and proactive in identifying operational bottlenecks.

• A self-starter with the ability to work independently with minimal supervision.

• Fluent in English and Swahili.

Preferred Attributes

• Strong customer service orientation.

• Positive attitude toward change and fast-paced work environments.

• Willingness to travel frequently within assigned territories.

• Understanding of Kenya’s e-commerce market and delivery infrastructure.

COMPANY CULTURE AND VALUES

At Kilimall, we don’t just offer jobs—we offer careers in innovation, technology, and nationwide impact. We believe in empowering people through commerce, and our internal culture reflects this mission in everything we do.

We value:

• Ownership: Everyone is encouraged to own their outcomes.

• Efficiency: We move fast, with precision and clarity.

• Customer Obsession: The customer is the core of all our decisions.

• Innovation: We challenge the status quo.

• Growth: We support continuous learning and internal mobility.

As a Kilishop Officer, you will join a mission-focused, entrepreneurial, and diverse team that rewards high performance and integrity.

HOW TO APPLY

If you meet the above qualifications and are excited about joining Kenya’s leading online shopping company, submit your application today.

Send the following to: recruitment@kilimall.com

• An up-to-date CV (with current and expected salary clearly stated)

• A personalized cover letter highlighting your experience and suitability

• Include the subject line: Kilishop Officer Application – Nairobi

Deadline: 30th April 2025

Only shortlisted candidates will be contacted. Applications will be reviewed on a rolling basis, so early submissions are highly encouraged.

Kilimall is an equal opportunity employer. We promote inclusive hiring practices and encourage women, youth, and people living with disabilities to apply.

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