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 looking for a Last-Mile Operations Lead to deliver same-day/next-day parcels for a fashion and beauty marketplace in Nairobi. Orders spike with promos and creator drops, so you’ll balance rider capacity, zones, and customer promises. You’ll own courier SLAs, packaging SOPs, NPS, and exception playbooks while partnering with CRM on proactive comms. The culture is scrappy, data-driven, and customer-obsessed. 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.