Careers at Twyford Tile

JOB PURPOSE

• The MICASSO Dealer Sales Representative is responsible for managing and developing relationships with MICASSO dealers across the Mombasa region, with the primary objective of increasing dealer sales, improving product visibility, and ensuring effective execution of company policies and standards at the retail level.
• The role requires frequent dealer visits, strong relationship management, sales support, merchandising execution, order follow-up, competitor monitoring, and problem-solving.
• The successful candidate will act as the key link between MICASSO and its dealer network, ensuring dealers receive the support required to achieve their sales targets while maintaining high standards of product presentation and brand visibility.

CORE OWNERSHIP

KEY RESPONSIBILITIES

DEALER RELATIONSHIP MANAGEMENT

• Manage and maintain strong day-to-day relationships with assigned MICASSO dealers.
• Conduct regular and planned visits to dealer outlets across Mombasa and surrounding areas.
• Understand each dealer's business, customer base, sales performance, stock position, and business needs.
• Build strong relationships with dealer owners, managers, sales teams, and other key contacts.
• Identify opportunities to increase MICASSO's product penetration and sales within each dealer outlet.
• Act as the first point of contact for routine dealer support and operational matters.
• Maintain accurate records of dealer visits, discussions, issues, opportunities, and agreed actions.

DEALER SALES & SELL-OUT GROWTH

• Support dealers in achieving agreed monthly, quarterly, and annual MICASSO sales targets.
• Monitor dealer sales performance and identify outlets requiring additional support.
• Encourage effective product selling and customer engagement at dealer outlets.
• Identify slow-moving products and recommend appropriate sales-support actions.
• Identify opportunities for additional product placement and product range expansion.
• Follow up on dealer orders and ensure timely order execution.
• Support dealers with product information, product availability, pricing, and promotions.
• Provide feedback to the Sales team on dealer requirements and market opportunities.
• Develop practical actions to improve dealer sell-out performance.

SHOWROOM & PRODUCT DISPLAY MANAGEMENT

• Conduct regular checks of MICASSO displays within dealer outlets.
• Ensure:
• Product samples are clean and properly presented.
• Products are correctly positioned.
• Price tags are visible and accurate.
• Product information is available.
• Promotional materials are properly displayed.
• MICASSO branding is maintained according to company standards.
• Identify outdated, damaged, missing, or poorly positioned display materials.
• Coordinate with dealers to correct display and merchandising gaps.
• Take photographic evidence of displays where required.
• Support the implementation of new MICASSO display standards and promotional campaigns.
• Ensure priority and newly launched products receive appropriate visibility.

ORDER & DELIVERY FOLLOW-UP

• Follow up on dealer orders from placement through fulfilment and delivery.
• Coordinate with Sales, Warehouse, Logistics, and Customer Care to resolve order-related issues.
• Monitor pending orders and outstanding quantities.
• Keep dealers informed of relevant order and delivery updates.
• Identify potential delays and escalate them before they negatively affect dealer relationships.
• Follow up on stock availability and communicate accurate information to dealers.
• Ensure customer concerns regarding orders and deliveries are properly followed through to closure.

PAYMENT & DOCUMENTATION SUPPORT

• Deliver invoices, statements, and other approved business documents to dealer customers when required.
• Follow up with dealers on outstanding documentation and account-related matters.
• Support the Sales and Finance teams in monitoring outstanding dealer payments.
• Maintain accurate records of relevant dealer account follow-ups.
• Escalate overdue or sensitive payment matters to the appropriate Sales/Finance team.

Note: The role supports payment follow-up and coordination but does not independently approve credit arrangements or payment terms outside company policy.

COMPETITOR & MARKET INTELLIGENCE

• Conduct regular market visits to monitor competitor activities.
• Collect information on:
• Competitor products
• Pricing
• Promotions
• New product launches
• Dealer displays
• Customer preferences
• Market trends
• Competitor presence
• Monitor competitor brands within the Mombasa market and surrounding areas.
• Identify changes in customer demand and dealer purchasing behaviour.
• Provide timely and accurate market intelligence to the Sales and Marketing teams.
• Highlight opportunities and threats that may affect MICASSO's market position.

FIELD TASKS & MANAGEMENT ASSIGNMENTS

• Execute field activities assigned by management in a timely and professional manner.
• Support dealer store opening, renovation, relocation, and display setup activities.
• Follow up on damaged products and coordinate the appropriate resolution.
• Support product launches and promotional activities at dealer outlets.
• Conduct market surveys and dealer audits when required.
• Support special sales campaigns, dealer meetings, and promotional events.
• Provide photographic and written evidence of completed field activities where required.

DEALER PROBLEM SOLVING

• Identify and address routine dealer concerns promptly.
• Coordinate with relevant internal departments to resolve issues relating to:
• Orders
• Stock
• Deliveries
• Damaged products
• Product information
• Displays
• Promotional materials
• Invoices and statements
• Maintain ownership of issues until they are resolved.
• Keep dealers informed of progress on outstanding matters.
• Escalate issues that require management intervention.

REPORTING

Prepare regular reports covering:

• Dealer visits
• Dealer sales performance
• Dealer orders
• Pending orders
• Stock observations
• Display compliance
• Competitor activities
• Customer feedback
• Damaged products
• Outstanding issues
• Payment follow-up
• New business opportunities
• Dealer-specific action plans

DEALER DATABASE & RECORD MANAGEMENT

• Maintain an updated database of assigned MICASSO dealers.
• Record dealer contact details, location, business profile, sales performance, product range, display status, and key observations.
• Maintain visit records and follow-up actions.
• Track dealer-specific opportunities and challenges.
• Ensure all field information is entered into the approved company system or tracker.
• Provide accurate information to Sales Management for decision-making.

QUALIFICATIONS & EXPERIENCE

Education

• Bachelor's Degree or Diploma in Sales, Marketing, Business Administration, Commerce, or a related field.
• Additional training in Sales, Channel Management, Customer Relationship Management, or Merchandising is an advantage.

Experience

• Experience in dealer/channel sales, field sales, territory management, or building-material sales is preferred.
• Experience in tiles, ceramics, sanitaryware, construction materials, interiors, or related industries is an advantage.
• Candidates with strong sales and customer relationship skills but limited industry experience may also be considered.
• Fresh graduates with strong communication, sales potential, and willingness to work in the field may be considered.
• Experience managing multiple customer accounts and conducting frequent field visits is desirable.

 LOCATION & MOBILITY

• The position is based in Mombasa.
• The successful candidate must be resident in Mombasa or willing to relocate.
• The role requires extensive daily travel to dealer outlets and customer locations within Mombasa and surrounding areas.
• A valid Kenyan driving licence is an advantage.

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Travel: Frequent travel to project sites and residential installation sites across Kenya

About the Role

• MICASSO, a leading tile and surface solutions brand under Twyford International Kenya Ltd., is looking for an experienced Tiling Installation Supervisor to oversee and support tile installation quality across our project and residential sites.
• The successful candidate will provide hands-on technical guidance to tiling teams, troubleshoot installation challenges, train local installers, and work closely with contractors, site managers, foremen and customers to ensure MICASSO products are installed correctly and achieve the required quality standards.
• This is a highly practical, field-based role for someone with strong hands-on tiling experience, technical problem-solving ability and excellent site coordination skills.

Key Responsibilities

• Conduct regular visits to MICASSO-supplied construction projects and residential installation sites.
• Provide hands-on technical guidance to tilers on correct installation procedures and best practices.
• Ensure proper substrate preparation, setting out, tile layout, adhesive/mortar application, levelling, joint spacing, grouting and finishing.
• Monitor installation quality and ensure workmanship meets required standards.
• Quickly respond to installation-related issues such as:
• Hollow or poorly bonded tiles
• Cracking
• Tile detachment
• Uneven surfaces
• Incorrect joint spacing
• Colour variation and installation defects
• Adhesive or substrate-related problems
• Diagnose the root cause of installation defects and recommend practical corrective or remedial measures.
• Support contractors and installation teams in implementing corrective actions and rework where necessary.
• Train local tilers and installation teams on proper tile installation techniques.
• Develop and maintain practical installation guidelines, checklists and training materials.
• Handle customer complaints relating to tile installation and provide professional technical explanations and solutions.
• Maintain good working relationships with contractors, site managers, foremen, installers and other project stakeholders.
• Conduct installation quality inspections and maintain clear site inspection records and reports.
• Take photographs and document installation issues, corrective actions and completed works.
• Provide regular feedback to management on installation quality, recurring challenges and areas requiring improvement.
• Provide technical feedback on MICASSO tiles, adhesives and related products based on actual site performance.
• Support product demonstrations, installer training sessions and technical events where required.
• Plan site visits and travel routes efficiently to ensure multiple projects receive timely technical support.
• Perform any other technical or site-related duties assigned by management.

Required Technical Competencies

The ideal candidate should have strong practical knowledge of the complete tile installation process, including:

• Substrate preparation
• Setting out and marking
• Tile layout and alignment
• Tile cutting
• Mortar and adhesive preparation
• Thin-bed adhesive installation
• Tile levelling and compaction
• Joint spacing and grouting
• Movement/expansion considerations
• Finishing and cleaning
• Protection of completed installations
• Identification and correction of installation defects

The candidate must be able to identify whether a problem is caused by the tile, substrate, adhesive, workmanship, environmental conditions or installation method and recommend the appropriate solution.

Qualifications & Experience

• Minimum 5 years of hands-on professional tiling experience.
• At least 2 years' experience in a supervisory, quality inspection, site supervision or technical instruction role.
• Certificate, Diploma, TVET qualification or equivalent training in Construction, Building Technology, Civil Engineering, Materials or a related field is an advantage.
• Strong practical experience in tile installation may be considered in place of formal qualifications.
• Experience working on large construction projects, residential developments or commercial projects is highly preferred.
• Good knowledge of tile adhesives, grouts, substrates and commonly used construction materials in Kenya.
• Experience dealing with installation-related customer complaints is an advantage.
• Experience training or supervising tiling teams is highly desirable.
• Valid Kenyan driving license.
• Willingness and ability to travel frequently to construction sites across Kenya.

Key Skills & Competencies

• Strong practical tiling expertise
• Technical problem-solving
• Site inspection and quality control
• Training and coaching skills
• Good communication and interpersonal skills
• Customer service orientation
• Strong attention to detail
• Ability to work independently
• Good time management and route planning
• Ability to manage multiple sites
• Safety awareness
• Professionalism and reliability

Preferred Qualifications

Candidates with any of the following will have an added advantage:

• Experience training professional tilers or construction workers.
• Previous experience working with tile manufacturers, distributors or building-material companies.
• Strong relationships with contractors, construction managers, site supervisors or tiling foremen.
• Experience managing installation quality across multiple construction sites.
• Technical certification in tile installation or related construction methods.
• Experience preparing installation reports, checklists or technical guidelines.
• Experience working with large-format tiles and modern tile installation systems.

Key Performance Indicators

Performance will be assessed based on:

• Installation quality across supported projects
• Number and recurrence of installation defects
• Timeliness of technical response to site issues
• Successful resolution of installation-related complaints
• Number of installer training sessions conducted
• Quality and accuracy of site inspection reports
• Completion of corrective actions
• Customer and contractor satisfaction
• Technical feedback provided on products and installation performance

What We Are Looking For

• We are looking for a hands-on technical professional, not someone whose experience is purely administrative or supervisory.
• The ideal candidate should be able to walk onto a site, observe a tiling problem, identify the likely cause, explain it clearly to the installer or site manager, recommend the correct solution and follow through until the issue is resolved.
• If you have strong practical tiling experience and are passionate about installation quality, technical training and customer satisfaction, we would like to hear from you.

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JOB PURPOSE

• The MICASSO AQI Manager will be responsible for developing and managing high-value professional relationships with Architects, Quantity Surveyors, Interior Designers and other built-environment professionals across Kenya, with the objective of increasing MICASSO's presence in construction and real estate projects.
• The role will focus on getting MICASSO products specified in project designs, Bills of Quantities (BOQs), material schedules and project specifications, and then following identified projects through to procurement and actual sales.
• The successful candidate will serve as a key link between MICASSO and Kenya's professional design and construction community, combining relationship management, project intelligence, specification development and commercial business development.

KEY RESPONSIBILITIES

PROFESSIONAL RELATIONSHIP MANAGEMENT

• Develop and maintain strong, long-term relationships with:
• Architects
• Quantity Surveyors
• Interior Designers
• Developers
• Contractors
• Project Consultants
• Other key construction and design professionals
• Identify high-value professionals and firms with strong influence over tile and finishing-material specifications.
• Conduct regular meetings, office visits, project visits and professional engagements.
• Understand the needs, preferences and project portfolios of key professional contacts.
• Build a strong network within Kenya's architecture, quantity surveying, interior design and construction sectors.
• Maintain regular communication and follow-up with key professional contacts.

PROJECT SPECIFICATION & BUSINESS DEVELOPMENT

• Identify upcoming residential, commercial, hospitality, institutional and other construction projects.
• Engage architects, QSs, interior designers and consultants during the design and specification stages.
• Promote MICASSO products for inclusion in:
• Architectural specifications
• Bills of Quantities
• Material schedules
• Interior design concepts
• Tender documents
• Project finishing schedules
• Identify opportunities where MICASSO products can replace or compete with specified brands.
• Provide product information, samples, technical information and design support to professionals.
• Track specified projects from the design stage through tendering, procurement and supply.
• Work closely with Sales and Project teams to convert specifications into actual purchase orders.

PROJECT PIPELINE DEVELOPMENT

• Build and maintain a comprehensive database of projects influenced through the professional network.
• Monitor projects from early concept/design stages through to procurement and completion.
• Record key information including:
• Project name
• Developer
• Architect
• Quantity Surveyor
• Interior Designer
• Contractor
• Project location
• Project value where available
• Estimated tile requirements
• Project stage
• Specified products
• Competitor brands
• Procurement timeline
• Key decision-makers
• Estimated order value
• Prioritize projects based on commercial potential and probability of conversion.
• Provide regular updates on the project pipeline and conversion opportunities.

PROFESSIONAL SPECIFICATION SUPPORT

• Present MICASSO products and solutions to architects, QSs, interior designers and other professionals.
• Conduct product presentations and technical/design briefings.
• Provide appropriate product information, catalogues, samples and technical documentation.
• Assist professionals in selecting suitable tile sizes, finishes, colours, textures and applications.
• Support professionals in developing coordinated tile and surface solutions.
• Respond to technical and product-related enquiries or coordinate with the appropriate internal technical team.
• Ensure product recommendations are practical, commercially viable and aligned with available MICASSO products.

COMMERCIAL PARTNERSHIP DEVELOPMENT

• Develop appropriate professional engagement and cooperation programmes in accordance with company policy.
• Discuss and coordinate approved commercial cooperation arrangements with professional individuals and firms.
• Ensure all cooperation arrangements comply with company policies, applicable laws and ethical business practices.
• Identify mutually beneficial opportunities for professional engagement, training, product demonstrations and project collaboration.
• Escalate any proposed commercial arrangements requiring management approval.

INDUSTRY NETWORKING & PROFESSIONAL ASSOCIATIONS

• Represent MICASSO at relevant industry events, exhibitions, conferences, seminars and professional networking activities.
• Develop relationships within relevant professional bodies and industry networks, including:
• Architectural Association of Kenya (AAK)
• Institution of Quantity Surveyors of Kenya (IQSK)
• Interior Design Society of Kenya (IDSK)
• Other relevant construction and built-environment associations
• Participate in professional forums and events to increase MICASSO's visibility and brand recognition.
• Identify opportunities for MICASSO to participate in professional training, CPD events, product presentations and industry activities.
• Maintain a strong professional network and continuously expand the company's access to project influencers.

MARKET & COMPETITOR INTELLIGENCE

• Monitor competitor activities within the architectural, construction and interior design market.
• Track competitor brands being specified in major projects.
• Monitor competitor product launches, pricing, positioning, promotions and professional engagement strategies.
• Identify upcoming projects before they enter the procurement stage.
• Monitor changes in key project decision-makers.
• Identify emerging market trends affecting tile and finishing-material specifications.
• Provide actionable market intelligence to Management, Sales and Marketing.

PROJECT CONVERSION & SALES COLLABORATION

• Work closely with the Sales and Project teams to convert professional specifications into actual sales.
• Introduce relevant sales teams to project stakeholders at the appropriate stage.
• Support quotation preparation by providing project information and estimated requirements.
• Track project progress after specification to ensure MICASSO remains positioned through procurement.
• Identify potential changes in specifications or competitor substitution and act early.
• Follow up on procurement decisions and project awards.
• Monitor projects through to order placement and supply.
• Provide feedback on why projects were won, lost, delayed or converted to competing brands.

RELATIONSHIP & ISSUE MANAGEMENT

• Handle professional relationships with tact, maturity and a high level of emotional intelligence.
• Resolve routine relationship issues professionally and promptly.
• Manage sensitive conversations with architects, QSs, designers, developers and consultants.
• Escalate serious commercial, technical or relationship issues to Management.
• Maintain a professional image of MICASSO at all times.

CRM & REPORTING

Maintain accurate CRM records covering:

• Professional contacts
• Firms
• Projects
• Project stages
• Specifications secured
• Project opportunities
• Estimated order values
• Follow-up actions
• Competitor information
• Key decision-makers
• Conversion status

Prepare weekly and monthly reports covering:

• New professional contacts developed
• Meetings conducted
• Projects identified
• Specifications secured
• Active project pipeline
• Project conversion progress
• Estimated sales opportunities
• Competitor activities
• Key market intelligence
• Risks and opportunities
• Required management support

QUALIFICATIONS & EXPERIENCE

Education

• Bachelor's Degree in Architecture, Quantity Surveying, Interior Design, Civil Engineering, Construction Management, Building Science or another relevant built-environment discipline.
• Professional qualifications or membership in a relevant industry body will be an advantage.

Experience

• Minimum 5 years of relevant professional experience in Kenya's architecture, construction, building materials, interior design, quantity surveying, project sales or business development environment.
• Proven experience working with architects, QSs, interior designers, developers, contractors or project consultants.
• Experience in building materials, tiles, ceramics, sanitaryware, surfaces, interiors or related products is highly desirable.
• Experience in project specification, project sales, business development or technical sales is strongly preferred.
• Demonstrated ability to identify projects and influence product specifications is an advantage.