Last-Mile Operations Lead (E-commerce)

Logistics & Supply Chain

K sh 130,000 – 220,000 gross / month

Openings: 1 Location: Nairobi – Kilimani (Ngong Rd) Overview: Our client is searching for a Last-Mile Operations Lead who thrives where customer expectations meet real-world traffic. You’ll oversee same-day and next-day deliveries for a fast-scaling fashion and beauty marketplace headquartered in Kilimani. The job is a blend of precision, pace, and people, balancing rider fleets, delivery zones, and customer delight. The environment moves fast, with promo spikes and creator drops that test both nerves and planning. You’ll build dispatch rhythms, fine-tune packaging SOPs, and ensure every delivery lands on time and in style. Every NPS point, every first-attempt success rate, every solved exception adds up to your scorecard. This isn’t a back-office logistics gig; it’s customer experience in motion. You’ll sit close to CRM, data, and brand teams to ensure communication is proactive, not reactive. If you can turn chaos into clarity and see delivery networks as living systems, this is your playground. Key Responsibilities: - Plan daily capacity by zone; allocate partners/riders. - Run dispatch stand-ups; monitor live dashboard; solve exceptions fast. - Standardize packaging/returns SOPs; protect brand and breakage rates. - Negotiate courier rates and SLAs; enforce scorecards. - Track NPS, on-time %, and first-attempt success; publish insights. - Coordinate with CX on proactive customer notifications. - Lead pilots (lockers, pickup points) and measure ROI. Education & Experience: - BCom (Operations/Supply Chain) or Diploma in Business/Logistics. - 3–5 years courier/e-commerce last-mile. Skills & Tools: - TMS/dispatch tools, Excel/BI, negotiation, customer empathy. KPIs: - On-time %, first-attempt success, cost/order, NPS, damage/return rate. Compensation (Kenya): KES 130,000–220,000 + performance bonus. Figures are estimates shared by our clients and vary with your experience, interview performance, certifications, and company pay bands. Benefits: - Medical, phone/data, hybrid stipend. Growth Path: - City Operations Manager → Regional Operations Manager → Head of Logistics. This is the ideal hierarchy inside the client’s company and thus the expected growth cycle for this position.