Ref: KWASCO/001/2026
Reports
to: Managing
Director Location: Company HQ(Bobaracho) Contract
Type: Contract
Job Purpose
The
Commercial Manager will be responsible for leading and
managing all commercial functions of the water and sanitation service provider,
including revenue generation, billing and collections, customer service,
metering, connections, market development, and commercial strategy. The role
aims to ensure financial sustainability, improved service delivery, regulatory
compliance, and enhanced customer satisfaction.
Key Responsibilities
Revenue
Management & Financial Performance
- Develop and implement strategies to improve revenue collection
efficiency and reduce non- revenue water (NRW) related commercial losses.
- Oversee billing, invoicing, and collection processes to ensure
accuracy and timeliness.
- Monitor commercial performance indicators and prepare periodic
reports for management.
- Support tariff implementation in line with regulatory approvals
(e.g., WASREB guidelines).
Customer
Service & Stakeholder Management
- Oversee customer care operations including complaints handling,
service requests, and customer engagement.
- Develop customer service standards and ensure compliance across all
service points.
- Build strong relationships with key stakeholders including
consumers, regulators, county authorities, and partners.
- Oversee metering programs, new connections, disconnections, and
reconnections in accordance with company policy.
- Ensure accurate customer data management and billing systems
integrity.
- Drive initiatives to regularize illegal connections and improve
customer registration.
Commercial
Strategy & Business Development
- Develop and implement the company’s commercial strategy aligned with
corporate objectives.
- Identify opportunities for revenue growth, market expansion, and
service uptake (e.g., sanitation services, kiosks, bulk customers).
- Lead initiatives to improve affordability, customer segmentation,
and service penetration.
Compliance,
Policies & Governance
- Ensure compliance with sector regulations, service charters, and
company policies.
- Develop and review commercial policies, procedures, and standard
operating procedures (SOPs).
- Support audits and implement recommendations related to commercial
operations.
Leadership
& Team Management
- Lead, mentor, and develop the commercial team (billing, customer
service, revenue protection, connections).
- Set performance targets, appraise staff, and build a
performance-driven culture.
- Promote integrity, accountability, and customer-focused service
delivery.
Key
Performance Indicators (KPIs)
- Revenue collection efficiency (%)
- Reduction in commercial losses (NRW – commercial component)
- Customer satisfaction levelsBilling accuracy and coverageGrowth in
active connections and service uptake
- Complaint resolution turnaround time
Qualifications
- Bachelor’s degree in Commerce, Business Administration, Finance,
Economics, Marketing, or a related field.
- A Master’s degree in Business Administration (MBA) or relevant field
is an added advantage.
- Minimum of 10 years’ experience in commercial management, revenue
management, or customer service operations, preferably in the water,
utilities, or public service sector.
- Proven experience in billing systems, revenue assurance, and
customer management.
Skills
& Competencies
- Strong leadership and people management skills.
- Strategic thinking with strong commercial acumen.
- Excellent communication, negotiation, and stakeholder engagement
skills.
- Analytical and problem-solving skills with ability to use data for
decision-making.
- High integrity and strong customer service orientation.
- Proficiency in billing systems, MIS/ERP, and Microsoft Office
applications.
Working
Relationships
- Internal: Finance, Technical Services, ICT, HR, and Station
Managers.
- External: Regulators, County Government, customers, partners, and
service providers.
How to Apply
Application
Requirements
- Applicants MUST submit:
- A signed application letter
- A detailed CV with daytime contacts and names of three (3) referees
- Copies of academic certificates and testimonials
- Copy of National ID or Passport
Applications
should be submitted to reach the address below on or before 26th March, 2026 at
4.30 p.m., clearly indicating the reference number in the application letter
and on the envelope. or to recruit@kwasco.co.ke
The
Managing Director
Kisii Water and Sanitation PLC
P.O. Box 3880–40200, KISII
Email: info@kwasco.co.ke
