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 Network Growth: 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.
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.
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.
Network Health: 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.
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.
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