Operations
·
Nairobi, Kenya
Agent Network and Community Lead
We usually respond within three days
What we are looking for
We are looking for someone with operational experience in a high-growth startup to lead our network team with a data driven approach. There are three core responsibilities for the role: Network growth, Network health, and Community.
What does the job involve
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Network Growth:
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Service Provider Sourcing
- Strengthen our service provider sourcing process to identify partners across Kenya and for identified ‘network gaps’.
- Build relationships with key players in the automotive and freight service industry to generate ‘referred’ leads for our service provider network.
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Onboarding and Recruitment:
- Manage the field teams to follow a clear service provider onboarding process from the initial “joining pitch”, KYC, and provider skills requirements before proceeding to the testing phase.
- Explore the introduction of incentive mechanisms for joining the network to attract the best talent.
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Testing and Quality Assurance:
- Implement standardized quality controls to ensure the network adheres to our customers’ processes and quality standards on a daily basis.
- Coordinate regular theoretical and practical testing of our service providers with the Technical Lead.
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Service Provider Sourcing
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Network Health:
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Gap Analysis:
- Support management in creating strong monitoring and evaluation dashboards to provide real-time analysis of the network performance (e.g., TATs, geographic and service gaps, incidents…etc.)
- Create a feedback loop between Network Health and Growth to ensure identified gaps and weaknesses are addressed.
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Performance Monitoring and Improvement:
- Establish key performance indicators (KPIs) for ourservice providers which we can use to monitor their performance against service benchmarks.
- Work with service providers to establish clear channels for feedback.
- Introduce a quality assurance procedure for service providers to follow (such as clear risk assessment protocols to action before commencing a rescue job) to protect them and our high quality service guarantee.
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Gap Analysis:
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Network Community:
- Build a distributed network of community leaders (nodes) who can represent our interests and act as gatekeepers of the network. “Use the network to build, grow and maintain the network”.
- Spearhead an engagement strategy to include incentives(such as monthly awards) or perk packages to increase network stickiness and brand loyalty (e.g., micro insurance).
- Connect our network to opportunities for training, technical assistance, financing and other personal development opportunities. This will help establish us as a leading advocate and supporter of a largely informal network with limited access to such opportunities.
Qualifications
- Bachelor's degree (preferred).
- 4+ years Experience in a high-growth business environment.
- Proven experience in account management, customer relationship management, agent relations or a similar role.
- Strong data analytics and data architecture experience (preferred).
- Strong interpersonal, communication, and negotiation skills.
- Exceptional problem-solving abilities and attention to detail.
- Computer proficiency, including the use of CRM software.
- Fluent English and Swahili (preferred).
Benefits
- Travel allowance
- Airtime allowance
- Job category
- Operations
- Locations
- Nairobi, Kenya
- Yearly salary
- $1,800,000 - $2,400,000
- HQ
- Kenya
- Funding
- Seed - $500K-$1M
- Required Experience
- 4+ Years
- Company Size
- 11 - 50 Employees
- Work Sponsorship
- Unavailable
- Hiring Criteria 1
- 4+ years operations experience building, onboarding, and managing an agent network in the Transport and logistics, Supplychain, Freight & Cargo, and E-commerce sectors;
- Hiring Criteria 2
- Must have experience at highgrowth startups/scaleups, or well known corporates.
- Hiring Criteria 3
- Must have proven experience in account management, customer relationship management, agent relations or a similar role.
- Hiring Criteria 4
- Must be tech savvy and have experience using various CRM software and data analysis tools like Excel, etc.
Operations
·
Nairobi, Kenya
Agent Network and Community Lead
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