Channel strategy & growth: own and grow revenue, orders and profitability across aggregator/delivery platforms in line with budget; set and deliver channel targets; pursue expansion through new platforms, locations and virtual brands.
Partner management: act as the primary liaison and relationship owner with aggregator/delivery partners; negotiate and manage commercial terms, commissions and co-investment; run joint business plans and regular reviews.
Commercial & profitability: ensure the channel is profitable as per budget; manage delivery pricing to protect margins; reconcile partner payouts and settlements with Finance and control channel costs and promotional spend.
Menu, pricing & merchandising: ensure accurate, consistent menus, naming, descriptions, imagery and pricing across all platforms; optimise merchandising and item/store availability to grow conversion and average order value.
Promotions & visibility: plan, execute and evaluate promotions, campaigns and platform advertising with Marketing; manage funded/co-funded spend and ROI; drive brand visibility, ranking and placement to hit sales targets.
Delivery operations: monitor and improve store uptime, order acceptance/preparation times, accuracy, cancellations and rejections; review order progress and resolve issues; ensure high service standards are upheld by all managers, including Area Managers.
Customer experience: resolve guest queries and complaints promptly through the platform or branch; monitor and act on NPS, ratings and reviews; disseminate guest feedback to the relevant aggregator or branch.
Dashboards, data & analytics: manage aggregator dashboards and keep queries, content and data current; analyse and report channel, sales and customer trends; generate insights to improve revenue, operations and experience.
Coordination, training & standards: align operations, branches, Marketing, Finance and IT/POS on channel delivery; develop and run training on aggregator and branch operations; conduct regular branch visits to appraise operations and the handling of aggregators and riders.
Market intelligence & innovation: conduct market research and competitor benchmarking; maintain detailed knowledge of Java House brands and the competition; recommend innovations and new opportunities to grow the channel.
Leadership & reporting: lead, supervise and develop direct report(s); keep management informed of matters needing attention, particularly guest feedback; provide regular, accurate reports to the Business Development Strategy Manager; and perform any other duties as assigned.
Qualifications
Bachelor’s degree in Business, Marketing, Commerce, Hospitality Management, Public Relations/Communication or a related field.
Proficiency in English and Kiswahili; excellent written and verbal communication.
Strong commercial, financial and analytical skills; comfortable with dashboards, spreadsheets, forecasts and performance data.
Experience
5+ years’ experience in channel/account management, delivery or e-commerce, FMCG, QSR or hospitality, with a proven record of revenue and profit growth.
Demonstrated experience managing third-party delivery/aggregator platforms and negotiating commercial terms.
Working knowledge of aggregator dashboards and the delivery industry, and experience leading or coordinating teams and cross-functional stakeholders.
SPECIAL CONDITIONS OF EMPLOYMENT (licences, certificates, travel, physical requirements, etc.)
Ability to travel and conduct branch visits at short notice.
Valid driving licence.
Ability to work long and flexible hours, including weekends, public holidays and peak periods.
Willingness to work across multiple locations.
CORE COMPETENCIES
Commercial acumen with a strong revenue- and results-growth orientation.
Analytical, data-driven decision-making and problem resolution.
Negotiation, partner and stakeholder management.
Excellent communication and active-listening skills across technical and non-technical audiences.
Customer-experience focus and attention to detail.
Strong planning, organisation and the ability to manage multiple priorities and deliver under pressure.
Cross-functional collaboration and the ability to engage, motivate and influence others.
Knowledge of aggregator platforms, dashboards and the latest industry trends and technologies.
Leadership, people management and team development; professional, reliable, adaptable and eager to learn.
