Essential Job Details

• Hiring Organization: Kilimall
• Job Title: Kilishop Development Officer
• Location: Nairobi, Kenya
• Start Date: Immediately
• Application Deadline: 30th May 2025
• Application Email: Below
• Employment Type: Full-Time

Introduction

Kilimall, Kenya’s leading e-commerce platform, is expanding its revolutionary KiliShop program—a community-based micro-franchise model that brings e-commerce closer to local consumers. As part of this national expansion, Kilimall is hiring a strategic, energetic, and results-oriented Kilishop Development Officer to lead field activities, agent recruitment, and activation support in Nairobi and surrounding regions.

If you have a passion for e-commerce growth, agent network development, and supporting local entrepreneurs in achieving success, this is your chance to join a fast-paced, tech-driven team that’s reshaping how retail works in Kenya.

Job Purpose

The Kilishop Development Officer will be responsible for spearheading field operations tied to Kilimall’s offline expansion strategy through its KiliShop program. This includes site mapping, agent recruitment, onboarding, activation, and post-activation support for KiliShop micro-franchise partners. The officer will ensure agents are adequately trained, equipped, and aligned to Kilimall’s retail transformation objectives.

This role is crucial in translating digital strategy into real-world impact by bridging e-commerce and traditional retail through empowered community agents. The officer will play a central role in Kilimall’s hyperlocal growth by enabling small business owners to operate neighborhood e-commerce hubs (KiliShops), reaching customers who prefer personalized offline experiences while enjoying online product access.

Key Responsibilities

1. Market Expansion & Mapping

• Conduct extensive field mapping and geo-targeted research to identify high-potential locations for KiliShop development based on e-commerce potential, population density, and underserved retail areas
• Collect and analyze both quantitative and qualitative field data to guide franchise rollout plans
• Leverage digital tools (Google Maps, mobile survey apps, GIS) to visually plot and document ideal KiliShop locations
• Engage community leaders, SMEs, and local authorities to gain insights into consumer behavior and retail gaps
• Recommend expansion zones with detailed dossiers outlining strategic value, accessibility, and demographic alignment
• Continuously review and refine expansion strategy based on field findings, regional dynamics, and market performance

2. Agent Recruitment & Activation

• Identify, approach, and onboard qualified KiliShop Agents, primarily micro-retailers, shop owners, or budding entrepreneurs in selected zones
• Manage end-to-end recruitment: initial outreach, interviews, eligibility assessment, vetting of business location, and documentation
• Educate potential agents on the benefits, operational model, and expectations of joining the Kilishop network
• Facilitate and oversee the physical setup of KiliShops including branding, equipment delivery, signage installation, and technical system onboarding
• Develop activation checklists and coordinate logistics to ensure readiness for each new KiliShop partner
• Ensure agents meet all activation criteria before launch: financial preparedness, premises readiness, product orientation, and account configuration

3. Training & Capacity Building

• Design and deliver onboarding training programs to new agents covering Kilimall’s ecosystem, customer engagement techniques, order fulfillment, digital operations, returns processing, and stock management
• Provide in-field coaching and troubleshooting during the first 4–6 weeks of activation to ensure real-time learning and adaptation
• Organize and lead refresher workshops to upskill long-term agents and introduce new features or operational policy updates
• Develop training documentation, manuals, and short videos to aid consistent knowledge transfer across agents
• Assess agent learning outcomes through tests, performance reviews, and customer satisfaction metrics

4. Performance Monitoring & Agent Support

• Conduct regular field visits to audit agent operations, track KPI performance, and ensure compliance with Kilimall brand and operational standards
• Serve as the first line of support for agents encountering system issues, order fulfillment challenges, or customer escalations
• Work with logistics, customer care, and technical teams to close agent-reported issues promptly
• Set up local WhatsApp support groups to foster peer-to-peer learning and information flow between Kilishop agents
• Use dashboards and agent analytics tools to monitor sales trends, fulfillment success rates, return issues, and customer ratings per KiliShop

5. Local Marketing & Community Engagement

• Collaborate with the Kilimall marketing team to design and deploy localized marketing campaigns promoting new KiliShop activations
• Coordinate on-ground activation events such as KiliShop launch days, open house demos, and local flyer distributions
• Assist in organizing community engagement events where KiliShop Agents introduce their services to neighborhood residents
• Identify local marketing partnerships including schools, churches, business networks to enhance visibility of Kilimall’s presence in new regions

6. Strategic Reporting & Knowledge Sharing

• Prepare weekly and monthly reports on regional performance, agent onboarding status, issues logged, and training activities completed
• Provide feedback loops to product and operations teams on on-the-ground realities affecting adoption and efficiency
• Contribute to internal knowledge bases with case studies, field insights, best practices, and success stories
• Participate in strategy meetings with Kilimall’s regional expansion unit to iterate on the KiliShop scaling roadmap

Qualifications and Experience

Minimum Academic Qualifications

• A Bachelor’s degree in Business Administration, Marketing, Entrepreneurship, Commerce, or related field from a recognized institution

Professional Experience

• Minimum of 2 years’ experience in field-based business development, agent recruitment, or franchise development
• Past success managing community agent programs, sales agents, or retail franchise models in Kenya
• Hands-on experience working in informal economies, rural townships, or low-income urban zones is a strong advantage
• Knowledge of last-mile logistics, digital payment ecosystems, and FMCG micro-distribution is desirable

Technical Skills

• Proficiency in Google Workspace or Microsoft Office (especially Excel for reporting)
• Familiarity with data collection tools (e.g., KoboToolbox, SurveyCTO, ODK) and basic mobile CRM apps
• Ability to create and present clear reports and insights using visual aids (charts, maps, dashboards)

Core Competencies

• Strong interpersonal and cross-cultural communication
• Entrepreneurial mindset and community engagement skills
• Organizational effectiveness and process orientation
• Resilience, adaptability, and commitment to results
• Passion for tech-enabled inclusion and social entrepreneurship

Performance Indicators

The ideal candidate will be evaluated on:

• Number of new KiliShop agents activated per month
• Average onboarding timeline from contact to activation
• Attendance and quality of training sessions delivered
• Agent retention rate after 3–6 months
• Resolution time for agent support tickets
• Agent sales growth and order fulfillment performance
• Regional customer satisfaction ratings and adoption metrics

Remuneration and Benefits

The successful candidate will receive:

• A competitive monthly salary, benchmarked against market rates for development officers in agent networks
• Performance-based bonuses tied to quarterly onboarding, activation, and regional growth targets
• Transport allowances for all verified field visits and outreach trips
• Communication allowance to support mobile-based coordination with agents
• Access to continuous learning through Kilimall’s internal learning portal and mentorship from senior leaders
• Career progression opportunities in regional business development, community partnerships, and e-commerce innovation

About Kilimall

Kilimall is Kenya’s most trusted online retail platform, offering customers a seamless shopping experience powered by technology, logistics innovation, and a vast product catalog across electronics, fashion, and everyday essentials. Our mission is to democratize e-commerce in Africa by removing barriers of access, delivery, and affordability.

Launched in 2014, Kilimall now serves millions of Kenyan shoppers and thousands of merchants. The KiliShop initiative is Kilimall’s answer to bridging the digital divide by bringing online shopping closer to offline communities. Through KiliShop, individuals in local neighborhoods become digital retail partners—empowered to earn commissions and provide vital customer service at the grassroots level.

The Kilishop Development Officer plays a key role in accelerating this national rollout—creating pathways for local entrepreneurs and building inclusive commerce ecosystems across Kenya.

How to Apply

If you meet the above qualifications and are excited to work with a visionary team shaping Kenya’s e-commerce landscape:

📩 Email your CV and cover letter to: recruitment@kilimall.com
📄 Include your current and expected remuneration in the body of your email
📝 Use the subject line: Kilishop Development Officer
📆 Deadline: 30th May 2025

Early applications are encouraged. Only shortlisted candidates will be contacted. Kilimall is an equal opportunity employer and celebrates diversity in its teams.

Why Join Kilimall?

• Be part of one of Africa’s fastest-growing e-commerce pioneers
• Work on high-impact projects that uplift local economies and entrepreneurs
• Collaborate with cross-functional teams across tech, logistics, marketing, and operations
• Experience a culture of innovation, ownership, and continuous improvement
• Shape the future of commerce in Kenya from the ground up

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