Customer Experience & Order Management Lead at Kenchic Limited

Job Description

KEY TASKS

• Lead the order processing team to deliver accurate, timely and reliable service.
• Coordinate order fulfilment across Sales, Production, Logistics, Stores, Procurement and Finance.
• Act as the link between customers, the Sales team and operational departments, ensuring clear updates and realistic commitments.
• Manage urgent orders, stock constraints, delivery delays, returns and escalated complaints calmly and decisively.
• Set clear owners, timelines and service levels, follow up actions and hold teams accountable for agreed commitments.
• Use customer feedback and operational data to identify root causes, reduce repeat issues and improve service performance.
• Review, improve and embed processes and SOPs through training, controls, audits and regular follow-up.
• Coach the team, monitor KPIs and build a culture of ownership, continuous improvement and customer-centred decision-making.

KENCHIC IS LOOKING FOR:

• Strong experience leading order processing, customer service or customer operations in a fast-paced environment.
• A calm and practical leader who can make sound decisions under pressure without losing attention to detail.
• The confidence to work with Heads of Department, challenge service gaps respectfully and secure clear action.
• Strong people leadership, coaching, conflict resolution and performance management skills.
• Proven ability to improve workflows, develop SOPs, conduct root-cause analysis and follow corrective actions through to completion.
• Good customer judgement, commercial awareness and the ability to balance customer expectations with operational realities.
• Clear written and verbal communication, disciplined escalation and strong stakeholder management.
• Confidence using ERP or CRM systems, Excel and operational data to track performance and guide action.

Qualifications

• Bachelor’s degree in Business, Supply Chain, Operations, Customer Experience, Commerce or a related field.
• At least five years’ relevant experience, including a minimum of three years leading people.
• Experience coordinating order fulfilment across several operational departments.
• Demonstrated experience coordinating order fulfilment across Sales, Production, Logistics, Stores, Procurement and Finance.
• Proven ownership of process improvement, SOP development, root-cause analysis and corrective-action follow-through.
• Strong working knowledge of ERP/CRM systems, Excel and operational performance reporting.
• Training in customer experience, supply chain, project management, or continuous improvement will be an added advantage.

How to Apply

Send your application via hr@kenchic.com with the subject “CX AND ORDER MANAGEMENT LEAD”. Applications close: November 7, 2026.