Role Overview
The Head of Operations – Telematics will run the business end-to-end, owning the commercial agenda, leading the team, and being accountable for results. The role involves driving commercial growth, managing customer relationships, leading operations and installations, managing the platform partner relationship, building and leading the team, and ensuring the business remains compliant and financially sound.
Key Responsibilities
Commercial Growth
- Own the full sales cycle from prospecting through to signed commercial contracts.
- Run structured pilots with fleet operators, managing stakeholder engagement, insight reporting, and conversion to paying customers.
- Maintain a strong conversion rate from pilot to commercial contract.
- Build and develop a growing pipeline across Nairobi and Mombasa.
Customer Relationship Management
- Own relationships with fleet business customers from first meeting through to long-term retention.
- Ensure every customer receives structured reporting, regular follow-up, and clear operational value.
- Oversee collections, keeping customers current and managing debt where it arises.
- Deliver Level 1 support and manage escalations through the right channels.
Operations & Installations
- Manage and develop the installation team, ensuring devices are deployed correctly, on time, and to the required standard.
- Maintain hardware inventory, SIM card management, and logistics in line with platform specifications.
- Hold a high first-time-right installation rate and ensure documentation is completed promptly.
Platform Partner Relationship
- Serve as the primary operational contact with the platform partner.
- Ensure weekly reporting, follow-up cadences, and platform standards are consistently met.
- Log all customer interactions in the CRM without exception.
- Ensure all marketing materials, customer commitments, and solution scope stay within agreed parameters.
Team Leadership & Development
- Recruit, develop, and retain a capable team across sales, installation, and customer support.
- Set clear standards, manage performance, and create a culture of accountability.
- Ensure all customer-facing staff meet the required certification and conduct standards before engaging independently.
Compliance & Financial Management
- Ensure the business meets all Kenyan regulatory, licensing, and employment requirements.
- Maintain appropriate insurance and financial controls.
- Protect the confidentiality of customer data, platform IP, and business intelligence.
Qualifications and Experience
Education
- Bachelor’s degree in Business Administration, Commerce, Engineering, or a related field.
- Postgraduate qualification (MBA or equivalent) is desirable.
Experience
- Minimum of 3 years’ experience, with at least 2 years in a senior commercial or operational leadership role.
- Proven B2B sales track record in Kenya, ideally selling to fleet operators, logistics companies, or similar businesses.
- Experience managing and developing a team.
- Experience in fleet telematics, IoT solutions, or fuel management in an African market is desirable.
- Experience managing a channel or franchise partnership is desirable.
Technical Skills
- Strong commercial instinct with the ability to map decision-makers and navigate to a deal.
- Comfortable with data and structured reporting, using insights to drive conversations.
- Hands-on experience with HubSpot CRM is desirable.
- Proficiency in Microsoft Office Suite.
Core Competencies
- Strong leadership and people management skills.
- Excellent communication and interpersonal skills.
- Strategic thinking and problem-solving abilities.
- High level of integrity and accountability.
- Ability to work under pressure and meet deadlines.
- Strong stakeholder management and relationship-building skills.
- Results-oriented with a continuous improvement mindset.
How to Apply
Interested and qualified candidates can apply online through the Q-Sourcing Servtec portal at jobs.qsourcing.com.
