Posted:Thu at 4:18 PM
By:Hiring Kenya
Company Details
Industry:
Electrical/Electronic Manufacturing
Description:
Why MoKo Started MoKoโs CEO, Fio, explains the history of MoKo and discusses our plans for the exponential growth of the smiley-est furniture brand in Kenya. The MoKo Culture Wondering whether youโre you a good fit for MoKo? Here are some insights into our company culture and the qualities that make MoKo-ers successful. If you challenge the status quo, are enthusiastic about growing personally and professionally, and are energized by passionate people, MoKo may just be the place for you! Our Values Great achievements are always fueled by great passion. A rich company culture, with core values shared by all, is what drives us to be better and do better. Our values are simple, yet inspire us and contribute to our mission and success. The handy acronym, INSPIRE, reminds us of these values.
Job Description
Role Summary
- The Online Sales Team Lead is a hands-on commercial leader responsible for driving strong online sales performance while ensuring a consistently high-quality customer experience. This role coaches, motivates, and holds agents accountable for results, and serves as the link between frontline execution and management insight.
Responsibilities
- Coach online sales agents to consistently improve conversion, AOV, revenue, and customer experience.
- Role-model 5-star MOKO customer care by actively handling customer chats and calls.
- Drive strong follow-up discipline, pipeline hygiene, and adherence to SOPs and attribution rules.
- Monitor team performance, errors, and customer feedback, intervening early through coaching and guidance.
- Support performance management processes, including structured coaching plans and PIPs, in partnership with Managers and HR.
- Lead adoption of tools, systems, and processes while ensuring the team uses them correctly and consistently.
- Provide clear performance visibility and insights to management through regular reporting.
- Collaborate with cross-functional teams to improve customer outcomes and operational efficiency.
- Build a positive, motivated, and high-accountability team culture aligned with MOKO values.
Qualifications & Experience
- 3-5+ years’ experience in online sales, customer care, or retail sales environments.
- Previous experience coaching, mentoring, or leading frontline teams.
- Demonstrated ability to deliver results against revenue and performance targets.
- Comfortable working with CRM systems, chat/call tools, and performance data.
Skills & Competencies
- Strong coaching and feedback capability with a balance of empathy and accountability.
- Excellent communication and interpersonal skills.
- High attention to detail and process discipline.
- Confident decision-making and sound judgement.
- Passion for customer experience and team development.
- Culture & Expectations
- Brings energy, ownership, and enthusiasm to the team.
- Role-models the INSPIRE culture principles.
- Works collaboratively across teams and earns trust through consistency and fairness.
Salary: Discuss During Interview
Education: Diploma
Employment Type: Full Time
