We are hiring for a client in the cleaning and domestic services industry (Nairobi) – Operations & Growth Associate

Contract Duration: 6 months (20–30 hrs per week)
Reports to: Country Manager
Location: Nairobi (with occasional field visits)

Role Overview

We are seeking a proactive and hands-on Operations & Growth Associate to support the smooth running of operations while driving new client growth. This role combines operations management, staffing, and business development – ideal for a mid-level professional looking to grow into a leadership role.

Key Responsibilities

Business Growth & Client Acquisition

• Drive sales by reaching out to new clients (corporates, residential estates, offices)

• Support marketing initiatives (WhatsApp groups, Facebook, referrals, partnerships)

• Track leads, conversions, and customer feedback

• Prepare weekly growth reports with recommendations

Operations Management

• Oversee day-to-day scheduling of staff for bookings

• Act as point of contact for clients during and after service delivery

• Monitor service quality and collect feedback

• Ensure supplies, uniforms, and equipment availability

People & Process Support

• Hire, onboard, and train new staff

• Facilitate refresher training for staff

• Supervise staff on assignments

• Support financial tracking and reconciliations

• Document and refine processes

Key Performance Indicators (KPIs)

• Growth: Deliver 20% increase in bookings within 6 months

• Customer Retention: Achieve at least 85% repeat business rate

• Operational Efficiency: Maintain 95% on-time job completion, reduce complaints by 30%

• Staffing & Training: 100% onboarding within timelines, quarterly refresher training

Qualifications & Experience

• 2–4 years in operations, administration, or business development

• Experience in cleaning, hospitality, or service industry preferred

• Strong HR skills in recruitment, onboarding, and training

• Excellent communication and client management skills

• Ability to manage schedules, budgets, and small teams

• Proficiency in WhatsApp Business, Canva, Excel/Google Sheets

Compensation & Growth

• Competitive pay (based on experience)

• Performance incentives (bonuses tied to KPI achievement)

• Career progression: potential to transition to Operations Manager or Business Development Lead