Specialist III, Sales Support Operations - Kenya

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Team Overview

This role is responsible for enabling sales effectiveness, driving operational excellence, enhancing client success coordination, supporting market growth initiatives, and accelerating the adoption of strategic products across the East Africa business. The role acts as a central coordination point between Sales, Solutions, Operations, Global Technology, Marketing, Finance, Legal, and external stakeholders to ensure smooth execution of commercial activities and an exceptional customer experience. The incumbent is accountable for strengthening sales productivity through effective management of commercial processes, contract administration, pricing coordination, training enablement, tender support, customer issue resolution, onboarding activities, market intelligence gathering, marketing activation, and product growth support. Success in this role requires strong project coordination, stakeholder management, analytical capability, commercial acumen, attention to detail, customer focus, and the ability to manage multiple priorities while driving cross-functional collaboration. The role ultimately contributes to revenue growth, client retention, operational efficiency, market awareness, and improved execution of strategic business objectives.
Reporting to Sales Director, Sales Management This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.

 

Role Overview And Core Responsibilities

• Coordinate Commercial Operations activities including CPI pricing coordination, pricing implementation tracking, contract repository management, contract renewal monitoring, billing coordination, and Days Sales Outstanding (DSO) tracking to ensure efficient commercial execution.

• Maintain accurate contract and commercial documentation repositories and proactively track contract expiry dates to support timely client renewals and revenue continuity.

• Coordinate billing requests, follow through on execution requirements, and liaise with Finance and relevant stakeholders to ensure efficient turnaround times and issue resolution.

• Drive Sales Enablement activities by coordinating internal sales training sessions, client training logistics, onboarding materials, product collateral distribution, and sales knowledge management repositories.

• Ensure sales training materials, presentations, product information packs, and enablement resources are maintained, updated, and accessible to sales teams within agreed timelines.

• Provide Tender and RFP support by identifying tender opportunities, maintaining bid documentation repositories, coordinating submission requirements, and ensuring compliance with submission deadlines.

• Manage end-to-end tender administration processes, facilitate internal reviews, and coordinate stakeholder contributions to produce competitive and high-quality responses.

• Manage B2B support mailboxes and serve as a coordination point for customer inquiries, service requests, onboarding requirements, and issue resolution activities.

• Oversee ticket lifecycle management by monitoring service requests, onboarding issues, escalations, and operational concerns to ensure resolution within agreed service levels.

• Coordinate customer communications including downtime notifications, service updates, operational notices, and other critical communications that impact client experience.

• Facilitate and coordinate partner and client onboarding activities, including third-party risk management requirements, stakeholder engagement, documentation completion, and implementation readiness.

• Maintain and manage Client Success Tracking mechanisms covering product enhancement requests, integration projects, data quality concerns, technical support tickets, and ongoing client improvement initiatives.

• Lead regular cross-functional stand-up meetings and follow-up actions to ensure effective collaboration between Sales, Solutions, Operations, Technology, Product, and Support teams.

• Support targeted Tier 1 client management activities aimed at strengthening client relationships, increasing retention, and improving customer satisfaction.

• Coordinate marketing campaigns and event execution activities including planning, scheduling, communications, logistics, travel arrangements, venue management, and post-event reviews.

• Manage marketing administration processes, event calendars, marketing mailboxes, lead tracking activities, and campaign follow-up actions.

• Monitor and report on event and campaign performance, track lead generation outcomes, pipeline creation, and return on investment against established targets.

• Conduct ongoing market intelligence gathering and analysis, including monitoring industry developments, new fintech entrants, licensed data contributors, mergers and acquisitions activity, and broader market trends.

• Develop and maintain competitive intelligence resources including competitor battlecards, product launch tracking, pricing insights, strategic partnership monitoring, and industry announcements.

• Compile and distribute market and credit industry reports covering lending growth, non-performing loan trends, financial inclusion statistics, and broader industry developments.

• Support oversight and growth initiatives relating to consumer interactive products, including Nipashe and Menyesha, through coordination, issue management, and stakeholder engagement.

• Facilitate product support coordination, issue escalation management, integration support activities, approvals follow-up, and collaboration between commercial and technical teams.

• Monitor product adoption, usage trends, growth opportunities, enhancement requests, and partnership pipelines to support revenue growth and customer value realization.

• Prepare operational reports, dashboards, trackers, and management updates that provide visibility on performance, risks, opportunities, and key business priorities.

  Continuously identify opportunities to improve business processes, increase sales efficiency, reduce administrative burden on sales teams, and enhance client experience.           

 

Required Knowledge And Experiences

• Bachelor's degree in Business Administration, Commerce, Marketing, Sales Management, Economics, Finance, Operations Management, or a related discipline.

• Postgraduate qualification in Business, Marketing, Project Management, or related field is advantageous.

• 3-5+ years' experience in sales operations, commercial operations, sales enablement, business support, client success, marketing coordination, or a similar business operations role.

• Experience supporting multiple stakeholders across sales, finance, operations, technology, product, and customer-facing functions.

• Strong project coordination and execution capabilities with the ability to manage multiple priorities simultaneously.

• Excellent analytical, reporting, and problem-solving skills with the ability to translate data into actionable insights.

• Strong commercial awareness and understanding of sales processes, customer lifecycle management, and revenue drivers.

• Experience working with CRM systems, reporting tools, contract management processes, and sales performance tracking mechanisms.

• Advanced Microsoft Office skills including PowerPoint, Excel, Word, and reporting tools.

• Excellent written and verbal communication skills with the ability to engage effectively with internal and external stakeholders.

• Strong attention to detail, planning, organization, and documentation management skills.

• Ability to work independently while influencing and coordinating cross-functional teams.

• Customer-centric mindset with a focus on service excellence, responsiveness, and continuous improvement.

• High levels of professionalism, integrity, accountability, and discretion when dealing with sensitive business information.

For positions based in South Africa, preference will be given to suitably qualified candidates from designated groups in line with the company’s Employment Equity plan and targets.

If you do not hear from TransUnion within three weeks of applying, please consider your application unsuccessful.

TransUnion Overview:

At TransUnion, our Workforce for Good is built on purpose, impact, and opportunity. We empower our people to grow, innovate, and make a meaningful difference for our communities and customers all while being supported to thrive both professionally and personally. With a strong focus on flexibility, wellbeing, and collaboration, you’ll work with exceptional people across the globe, pioneering products, and cutting‑edge technology that truly matters.

At TransUnion Africa, you’ll join a purpose‑driven organisation that invests in its people through competitive rewards, comprehensive benefits, and meaningful career development. We offer permanent work‑from‑home flexibility, wellbeing support for you and your family, and access to global exposure and accredited learning so you can grow your career while maintaining balance.

TransUnion Job Title

Specialist III, Sales Support