Role Profile:
The role is within the Marketing Department and shall be the driver of communications for the region ie. Kenya, Uganda, Tanzania and Nigeria. Shall be responsible for brand communication at Kyosk Digital Services Ltd.
The Regional Communications Manager shall be working closely with Country General Managers, Heads of Departments and in-country Commercial Teams to drive the brand... accurately and effectively.
Key Responsibilities:

Develop and implement an internal and external communication strategy that aligns with the company goals and values.
Manage the company’s website and social media channels to ensure content is up to date, engaging, and aligned with the brand story.
Create and publish thought leadership articles, blog posts,  and other content that supports the company’s story telling initiatives.
Develop buyer personas to inform marketing and communication strategies.
Drive employee branding to enhance the company’s reputation and attract top talent.
Compile customer testimonials and other evidence to support the company’s messaging and build trust with stakeholders.
Work closely with media outlets and journalists to pitch stories, provide interviews and secure coverage.
Collaborate with internal stakeholders and external agencies to produce high quality marketing and communication materials.
Analyze data to identify trends and insights that can be used to improve the company’s storytelling initiatives.
Regularly report on the success of storytelling activities to internal and external stakeholders.

Minimum Qualifications & Desired Skills:

Education: A bachelor’s degree in communication or a related field is required. A master’s degree in communication or public relations is preferred.
Adaptability: The candidate should be able to work in a fast paced environment and be able to adapt to changing scenarios. They should be comfortable working in a multicultural environment.
Proficiency in writing: The ideal candidate should have excellent written and verbal communication skills. They should be able to write clear, concise and effective copy for various communication channels like press releases, website content and social media posts.
Media Engagement: The candidate should have experience in media relations and be able to develop and maintain relationships with journalists and media outlets. They should also have experience in pitching stories to the media and be able to handle media inquiries.
Social Media: The candidate should have experience in managing social media platforms, creating content, and monitoring social media channels. They should also be up to date with the latest social media trends and be able to incorporate them into their communication strategies.
Public Relations Agency Experience: The candidate should have worked for at least three years in a Public Relations Agency. They should have experience in developing and executing communication strategies for clients across various sectors.
Leadership: The candidate should have strong leadership skills and be able to work collaboratively with other departments across the organization including the Leadership Team. 

Competencies & Key Skills:

Strategic Thinking & Orientation;
Commercial Acumen & Entrepreneurial Thinking;
Leadership and Influencing Skills;
Stakeholder Management;
Drive for Results;
Analytical Thinking & Problem-Solving Skills;
People Management & Development. more

Role Purpose

Responsible for the management of timeline and accurate reporting both management and statutory for the country by overseeing the accounting and reporting team
Responsible for budgeting, forecasting and business performance elaboration including variance analysis and actuals vs budget for the country
Treasury management and cash flow forecasting including monitoring of... burn
Management of outsourced business partners; statutory auditors, tax consultants, company secretarial, legal and insurance
Take direct charge of the provision of business planning and financial analysis, information and insights which enable the various departments of Kyosk Digital Services to make appropriate business decisions with the help of the business analyst
Be a strategic finance Business Partner and provide support for operations and commercial teams
Take direct charge of the system of internal controls, risk and governance working closely with the IC&PO Manager
All aspects of legal entity controllership
Lead and own the adoption of global best practices defined in the business to bring about best practice institutionalisation at the local entity and ensure that the country stays ahead of such standardisation and continuous improvement

Key Responsibilities
Facilitating accurate, timely and pertinent internal Reporting

Make sure that all deadlines are respected working closely with Reporting and Accounting team and interlocking with operations and commercial teams w.r.t the monthly close process and requirements.
Ownership of the trial balance and review of all general ledger postings as well as in-depth monthly balance sheet reviews.
Provision of reliable figures and in-depth knowledge of the relevant business metrics. Analysis ranges from top-level reviews to detailed research.
Prepare and share key financial statements on a monthly basis
Prepare ad hoc reports to analyse any variances against targets e.g., volume and mix analysis
Own the periodic (weekly, monthly, quarterly, bi-annual and annual as well as ad hoc business review needs i.e., prepare and generate reports, templates, slides etc required for business review to track performance against KPIs.
Prepare and distribute key business reports and analyses (Revenues): daily, weekly, monthly, YTD, quarterly, bi-annual, and annual against targets.
Increase productivity by developing automated reporting/forecasting tools

Performance Monitoring

Preparation of the company’s annual budget and strategic capital allocation, working with the various operational heads
Monitor the Company’s key financial performance indicators based on approved forecasts; and regularly
Support in the preparation of Statutory Annual Reports and Monthly management Reports (MMR)
Organizing and leading periodic meetings with other departments, where key financial information can be shared and disseminated.
Responsible for driving key discussion topics and agenda for each meeting

People Management  and country functional leadership

Lead, train and support a growing team of managers, controllers, analysts, and accountants as the business expands across the country to ensure strict adherence to Kyosk Digital Services standards and compliance with procedures
Develop a strong-performing team, by taking care of the career paths of all direct reports and teams

 Ad hoc Tasks

As may from time to time be delegated upon by Country Head of Finance& Global Head of Finance subject to evolving business needs

 Key Contacts

Country Head of Finance
Global Head of Finance
Country General Manager
Global CEO
Other functional Heads and managers more

As a Software Engineering Manager, you’ll join our growing team of Product and Technology professionals who share a passion for leveraging technology to empower informal retailers across the African continent. You’ll work with teams from multiple countries across the organization to imagine and build innovative solutions for Kyosk’s customers and internal teams.
To be successful in this role you... will need to be a great communicator, innovator, influencer, and an analytical problem solver. You will need to think and act fast, deal with ambiguity and constraints, and help to develop ideas into products that work on a global scale.

Key Responsibilities

Leadership: Be the leader who your team looks up to. Improve processes to make your team more effective. Develop knowledge and domain expertise. Take ownership of what you and the team build and coordinate efforts across the team to ensure efficient completion of tasks. Eliminate obstacles that prevent your team from performing optimally.
People Management: Actively seek to build a great team. Ensure effective recruitment, training and development programs are adopted to promote productivity, retention, motivation and morale. Manage the career path and goals of your team members, conducting regular 1-on-1s and having monthly performance dialogues. Review candidate profiles and conduct interviews keeping Kyosk’s growth and culture objectives in mind.
Performance Management: Set and review performance and development goals for your team. Identify timeframes and readiness for promotion of direct reports; solicit cross functional feedback in support of promotions and employee rewards. Coach and mentor engineers, showing them the next steps in their careers. Craft a winning culture built on collaboration and shared accomplishments while having fun along the way.
Integrator: As a senior member of Kyosk’s Core engineering team you will work to harmoniously integrate the various engineering teams through the consistent adoption of tools, methodologies and processes. You will create the glue that holds the engineering teams together in their ways of working.
Capacity Planning: Establish staffing needs and a hiring strategy by working collaboratively with the broader Product and Technology management team. Balance the size and composition of your teams against the expected deliverables while ensuring optimal team performance.
Strategic Thinking: Plan and execute long term strategies that benefit the team and their product(s). Work closely with your manager and other senior members of the Product and Engineering team to ensure that the roadmap is clearly understood and translated into requirements that the Core team should drive forward.
Technical Delivery: Take ownership of the progress, costs, and quality of delivering engineering outcomes. Adopt, enforce, and contribute to the agile processes that define Kyosk’s way of working to deliver multiple product releases at scale. Own and refine the processes that your team uses to build and support products within the business.
Technical Monitoring: Build a deep understanding of how our products work and are built. Though you will not be expected to code regularly or at all, you need to grasp code and architecture concerns. Identify and track metrics that can be used to ensure objectives are met and recommend process improvements. Understand engineering metrics and seek to improve them.
Process Improvement: Regularly monitor, determine and recommend methods to streamline and improve development processes and procedures. Spearhead various research and development initiatives to identify opportunities for new projects and improved processes.
Stakeholder Management: Prepare and deliver various engineering-related presentations, both internally and externally. Act as the point of contact with the business and technical leadership communicating their priorities to the team and vice versa.

Minimum Requirements & Key Skills:

7+ years of software development or technical product management experience with the full software development life-cycle: design, coding, testing, mocking, deployment and maintenance of software to real production environments;
3+ years as a software engineering manager with people management responsibilities and a track record of hiring and growing a talented team of engineers;
Experience working with micro services, Kubernetes/Docker, and GCP/AWS services;
Experience working with Agile methodologies, Scrum and demonstrated experience in managing end-to-end software development lifecycles.
Proficiency with tools of the product and engineering trade for issue tracking, technical documentation, diagramming, roadmapping, project management, CI/CD, etc.
The ability to align people behind a common goal. You can explain and materialize objectives of the team;
Working knowledge of large-scale service-oriented infrastructure and the design of scalable, highly available systems in the real world;
Strong overall knowledge of development and quality assurance methodologies;
Ability to successfully collaborate with multiple technical functions in the areas of infrastructure, devops, architects and other software engineers;
Outstanding organizational, communication, interpersonal and relationship building skills

Desired Technical Competencies

Conversational knowledge of modern programming language and frameworks like Java, Angular, C++, Android, Python, etc;
Experience organizing, leading, and growing an engineering team or organization from scratch preferred;
Experience in e-commerce, payments, and/or distribution of FMCG products is a plus
Exposure to micro services, Kubernetes/Docker, and GCP/AWS services strongly preferred;
You’ve worked with 3rd parties to integrate and scale products and services for rapid product growth.
You have a genuine knack for numbers and how they are represented, and you are super comfortable with Excel and/or Google Sheets.

Desired Behavioral Competencies

You have experience in handling the pressure of fast-paced environments typical of a tech startup environment where you wear multiple hats and have access to limited resources
You have a strong desire for continuous improvement
You can work under pressure, with tight timelines and ambitious deadlines
You have a passion for digital products
You can stay motivated through difficult challenges, and occasional long hours
Your passion is contagious, and you use it to inspire the rest of the team
You have equal empathy for internal users, and our target market of informal retailers
You have a strong work ethic and exhibit genuine care for the team and their products, with a willingness to go to any necessary length to ensure their success
You have integrity: You do what you say you will do and make no excuses.
You develop a deep understanding and respect for what each team member is responsible for, and trust them to do their job
Your confidence and experience make you trust your instinct and communicate persuasively. You know when to make decisions (even when others might disagree) vs when to build consensus, and you can articulate the strategy and business rationale behind your decisions.
You are comfortable taking the blame if something goes wrong, and equally quick to give credit to the rest of the team when it goes well
You are detail-oriented, process-driven, and organized, and can stay two steps ahead of the work your team is doing
You understand devops as culture not as a role, and seek to automate manual processes where it makes sense. more

Job Summary:

We are looking for a talented person to join our Sales team as a supervisor. Reporting to the Area Commercial Manager, you will be managing a team of field-based sales agents.
You will be required to monitor the performance of each person in your team and send daily reports to the Area Commercial Manager.
You will support in training and hiring of your team from time to... time.

Duties:

Establish relationships with new customers through recruiting and onboarding;
Maintain and grow relationships with existing customers;
Strive to improve customer satisfaction through excellent customer service;
Identify and respond to client needs;
Keep a high level of knowledge about existing products and services, and learn about new products and services as they come in;
Follow up on customer orders as necessary;
Anticipate the needs of clients and address them accordingly;
Meet with customers to determine their specific needs and wants while managing of the whole Value Chain with courtesy and Finesse to deliver results;
Responsible for 100% Revenue target allocated to individual.

Minimum Requirements: 

Diploma in sales, marketing or any relevant field;
Bachelor's degree is an added advantage;
Excellent oral and written communication skills;
Superior interpersonal skills;
Ability to take initiative and work independently;
Exceptional organizational skills;
Good familiarity with word processing, spreadsheet and database applications;
A minimum of 4 years of experience in field sales with a least 1 year experience managing a team;
Strong knowledge of  retail industry standards;
Confident and charismatic approach to people. more

Job Summary:

We are looking for a talented person to join our Sales team as a supervisor. Reporting to the Area Commercial Manager, you will be managing a team of field-based sales agents.
You will be required to monitor the performance of each person in your team and send daily reports to the Area Commercial Manager.
You will support in training and hiring of your team from time to... time.

Duties:

Establish relationships with new customers through recruiting and onboarding;
Maintain and grow relationships with existing customers;
Strive to improve customer satisfaction through excellent customer service;
Identify and respond to client needs;
Keep a high level of knowledge about existing products and services, and learn about new products and services as they come in;
Follow up on customer orders as necessary;
Anticipate the needs of clients and address them accordingly;
Meet with customers to determine their specific needs and wants while managing of the whole Value Chain with courtesy and Finesse to deliver results;
Responsible for 100% Revenue target allocated to individual.

Minimum Requirements: 

Diploma in sales, marketing or any relevant field;
Bachelor's degree is an added advantage;
Excellent oral and written communication skills;
Superior interpersonal skills;
Ability to take initiative and work independently;
Exceptional organizational skills;
Good familiarity with word processing, spreadsheet and database applications;
A minimum of 4 years of experience in field sales with a least 1 year experience managing a team;
Strong knowledge of  retail industry standards;
Confident and charismatic approach to people. more

Job Purpose:

Provides overall coordination and management of loss control and security Staff at the assigned Warehouse.
He/she is in charge of ensuring effective Loss Control Management systems and reporting at the branch and ensure optimization of all security inputs.

Key Performance Indicators (KPI’s)

Effective shift management and supervision of all loss control & security staff in... the store.
Proactive approach towards loss minimization.
Timely capturing and submission of branch loss control comprehensive reports.
Propper implementation of company standard operating procedures especially security-related.

 Duties and Responsibilities:

Supervises all loss control and security staff in the assigned warehouse to ensure the company rules, policies and standard operating procedures are always followed by everyone.
Identify hazards and security risks in the warehouse and raise them to management for necessary action.
Train your team and always keep it motivated and focused on attaining set goals and beyond.
Conduct  third-party vehicle inspections on weekly basis and maintain records for the same.
Reconcile all TRQs as will be shared from HQ against branch records and submit report on any matters arising on daily basis.
Monitor compliance with standard operating procedures for loss prevention, physical security, or risk management.
Investigate known or suspected internal & external theft, or vendor fraud.
Collaborate with law enforcement agencies to report or investigate crimes within the assigned branch.
Testify in civil or criminal court proceedings when called upon by management.
Conduct store audits to identify problem areas or procedural deficiencies e.g. alarm system, perimeter walls, store arrangements, CCTV etc.
Identify and report merchandise or stock shortages/stock-outs to the warehouse management team for necessary action.
Maintain documentation or reports on loss prevention-related incidents.
Perform covert surveillance and of areas susceptible to loss, such as receiving areas, Dispatch areas, stock room, refuelling areas, and driver delivery points.
Prepare and submit written reports on loss control investigations as they arise.
Verify proper functioning of physical security systems, such as closed-circuit televisions, alarms or locks and shutters.
Conduct third checks on stocks being delivered by suppliers to detect or deter any form of collusion to under-receive.
Identify and report safety concerns to maintain a safe working environment for all employees.
Form, chair and maintain a fire and safety team in the warehouse
Maintain confidentiality of proprietary information for the company
Report all unethical behaviour in the warehouse to the company top management.

Job Requirements:

A Diploma in security or criminology or any other related course
Computer Literacy is mandatory.
2 years experience in loss prevention or security industry
FMCG Distribution outlet set up that involves a lot of goods and vehicle movement. Data and all dispatch documents are displayed and maintained on a digital platform thus this heavily requires conversance with IT.

Skills & Competencies:     

Leadership skills
Computer skills
Detail-oriented, preventative outlook and vigilant
Good physical condition, as this position may require a lot of walking and standing
Team player
Strong verbal and written communication skills
Observational and Analytical skills
Interrogative skills
Understanding safety processes and procedures
Ability to respond well to emergency situations
Good character beyond reproach, high integrity and a clean criminal record
Can Work under minimal supervision
Objective mind and result oriented
Must be physically fit.
Must Uphold proper personal grooming more

Role Profile
Manage the frontline fulfilment process in the market as part of delivering its overall operational objectives. You will be responsible for the day-to-day warehousing and dispatch operations for the market to ensure the company's targets and objectives on inventory and order fulfilment processes are met. Guarantee operational processes and standards are followed and oversee all... housekeeping standards while driving continuous improvement at the market level.
Key Duties and Responsibilities

Inbound outbound Management: Responsible for both inbound and outbound operations of the market. Assure on-time in full deliveries as the set company targets and assure the defined warehousing and dispatch costs are maintained per set targets. Ensure customer orders are fulfilled in a timely, precise manner including management of customer returns per the agreed standards.
Inventory Management: Deliver 100% Inventory Accuracy while working with the defined stakeholders to minimize stock-outs and damages while driving proper stock handling to minimize losses in damages.
Operational Excellence: Lead identification and closure of Continuous Improvement Initiatives within the framework of Lean Principles within the warehouse. Execute all operations activities such as stock taking, physical inventory count, inventory accuracy in allocation, consumption levels, and order fulfilment. Actively engage in route planning and delivery schedules to ensure all deliveries and completed within the allocated delivery windows.
People Management: Coach and manage associates (from third-party providers) to deliver shared objectives. Ensure the completion of daily tasks and responsibilities; resolve issues preventing the completion of tasks. Build a team philosophy and cultivate a team atmosphere by working with the team to achieve the company's targets and objectives. Train new employees in company policies and procedures, as well as product knowledge. Inculcate the company culture among team members and third-party partners and providers.
Compliance: Assure compliance to Environmental, Occupational Health & Safety, and any identified requirements; compliance to all laid down Fulfilment SOPs and associated business processes.
Reporting: Develop and present reports on inventory accuracy, order fulfilment, transport costs for the market, and order cancellation among other key aspects in warehousing & dispatch.

Minimum Requirements

A minimum of five years of experience in supply chain management (warehousing & dispatch) in a busy-paced environment;
At least 2 years experience in a Supervisory role;
Bachelor’s degree (or Diploma with at least 3 years demonstrated progressive career growth) in Sciences, Engineering, Computing, Economics, Supply Chain, Accounting, and Analytics;
Knowledge of inventory and supply chain management;
Tech Savvy and proficient in warehousing systems, data entry software/systems, and computer systems including Microsoft Suite;
Membership in an appropriate professional body is an added advantage;
Physical stamina, ability to work long hours on one’s feet;
Excellent organization and efficient time-management skills;
Strong verbal and written communication skills;
Ability to meet deadlines and work well under pressure;
Experience in an FMCG or Retail background is preferred;
Demonstrated experience handling route planning and mapping to yield maximum returns;
An open-minded professional who pays keen attention to detail;
Strong numerical, data, and root cause analysis skills;
Calm under pressure; able to prioritize multiple competing demands;
Always learning; passionate about lean thinking and principles.

Competencies;

Operational Excellence;
Analytical Mindset;
Problem-Solving;
Attention to Detail;
People Management;
Tech Savvy. more

Role Profile
We are looking to bring on board an ambitious and commercially aware candidate as a Territory Manager. The individual will be tasked with the end-to-end management of a specific warehouse and market as a single business unit. He/she will be responsible for the execution of the organization’s strategy in the market including accountability of the P&L, budget, market, and business... performance, operations, and people management.
Key Responsibilities:

Business Unit Performance: Responsible for P&L management for the warehouse and market while driving profit maximization for the business unit. Oversee the business unit performance management and ensure the attainment of all organizational KPIs for the unit. Account for any performance decline and devise ways to improve the same.
Revenue Generation: Work collaboratively with the commercial and purchasing teams to spearhead revenue generation in the market including advisory on product pricing to generate business margins. Liaise with the sales team to drive product penetration and uptake in the market including the formulation of effective sales and marketing strategies.
Strategy Execution: Communication of the business strategy in the market and ensuring execution against the set KPIs as per the strategy. Ensure the team understands and buys into the strategy. Support the development of the pricing strategy and product pricing based on market understanding, competitor analysis, and customer feedback.
Operations Optimization: Lead the coordination of business activities with the head office and collaborate with Functional Managers to guarantee operational efficiency. Proactively support the development and review of SOPs based on the gaps identified to maximize operations effectiveness.
Inventory Management: Work closely with the Warehouse Supervisor and Loss Control Supervisor to facilitate proper inventory management, stock control, and loss prevention. Collaboratively formulate and implement measures to safeguard the inventory in the warehouse.
Compliance: Drive compliance to the laid down SOPs for the warehouse, operations, and HR whilst ensuring proper team training and appreciation. Ensure legislative and regulatory compliance of the business unit including Health and safety compliance of the business unit. Undertake frequent operations audits to evaluate the level of compliance, operational gaps, and hindrances for immediate action.
Budget Management: Develop and present the annual budget for the specific business unit; Monitor and oversee its utilization including budget control, accounting as well as reconciliation.
Market Intelligence & Business Advisory: Undertake frequent market surveys and analyses to identify opportunities the business can capitalize on, understand competitor activities, and appreciate customer dynamics. Escalate customer feedback to the management to ensure course correction where necessary.
People Management: Support staff recruiting for the business unit, training, supervision, and appraising of staff. Work closely with the HR team to execute key HR functions in the unit including policy implementation, performance management, disciplinary, evaluations, and training.

Minimum Requirements & Key Skills:

A Diploma in Business Management or a related field. A Bachelor’s degree will be an added advantage;
A minimum of 4-6 years in operations management and driving business performance in a retail or FMCG background.
Experience handling end-to-end operations cutting across warehousing, logistics, sales, and business performance management is preferred;
Appreciation of the business environment, key priorities, and a keen sense of what needs to be done for the business to succeed;
Proven ability to manage cross-functional teams with indirect reporting lines to drive the execution and achievement of business objectives and strategy.

Competencies & Skills

Strong Commercial Acumen
Operational Excellence
Team Player
People Management
Stakeholder Engagement more

Role Profile

We are looking for an experienced Product Manager - Financial Services to own all our payments-related products from discovery to execution and rally a remote cross-functional team to deliver them and iterate until the user and business outcomes are met. 
The Product Manager we are looking for will guide our Financial Services Development Team towards the automation and... digitization of both payment collections and payment disbursements, via a plethora of different payment methods, across multiple countries in Africa.
As PM you will need to innovate on behalf your colleagues, based on a deep understanding of users’ pain points as well as business needs and priorities. You will utilise metrics to measure and effectively manage the deployment of solutions that optimize various customer-facing apps.
To be successful in this role you will need to be detail oriented, able to surface relevant business analysis and an analytical problem solver. You will need to think and act fast, deal with ambiguity and be able to develop ideas into scalable products that work on a Pan-African scale.  
This is a rare opportunity to impact not just the future of Kyosk, but the future of digital service delivery across Africa.

 Key Responsibilities:

Product Ownership: Own your specific product roadmap. Define what needs to be built in line with the company’s objectives and product strategy for your product line by ensuring product/market fit.  You will be responsible for grooming and maintaining the product backlog.
Market Analysis: Assess the product landscape as related to new customer needs, feeding our roadmap and backlog for continuing product development and enhancements. Collaborate with other stakeholders to conduct user research and gather customer feedback to inform future product development and optimization.
Product Analysis - Develop business cases and product design documents based on priority capturing user-journeys, market feedback, pricing analysis and other relevant metrics to inform product prioritization decisions.
Product Definition: Collaborate with Engineering to discuss release planning, Proof-of-Concepts and agree on specific timelines for functional solutions. Help to champion and model an agile approach to product design and management.
User Experience enhancement: As the primary owner of the User Experience for your product, you will translate user research and hypothesis testing into product requirements to enhance user experience. Work closely with User Interface Design to craft simple, valuable experiences that can be captured into the business requirements documentation.
Product Review: Conduct regular user testing and analyses of products and services to ensure they are meeting user needs and growing the retention metric. Review and report on your products key success metrics. Monitor the project and keep stakeholders updated on progress and escalate any risks to delivery.
Documentation: Occasionally create support and training documents for users. Produce and prioritise product backlogs and other relevant project documentation using the team tools provided.

 Skills & Key Competencies:
Required:

Degree in Computer Science, or Business Administration, or related technical degree.
Between 2-7 years’ experience as a product manager within a technical environment, with a focus on building and delivering customer-centric solutions;
Between 2 and 5 years' experience in product management for digital payment products, whether integrating platforms with digital payment providers, or in building in-house digital payment products. Relevant experience includes: building/integrating with mobile money solutions, digitized credit card and POS payments, digital bank transfers, e-wallet infrastructures.
Communication - Excellent communication and presentation skills -- to motivate, influence and lead a cross-functional team toward a goal, while also getting buy-in from others (whether that be someone on another team or an exec).  Prepare and deliver various product portfolio-related presentations, both internally and externally. 
Ownership - Must take on tasks and workstreams with full ownership to execution.  Quick to take the blame if something goes wrong, and equally quick to give credit to the rest of the team when it goes well
Collaboration - Demonstrated experience creating product plans and a story to explain what’s next while also taking into account the many moving parts across a team, product, or organization.  Internally, you’ve closely worked with Engineering, Design and Data/Data Science using an Agile methodology and development sprints.
Time management -- distinguish between urgent, and important, and know how to prioritize and plan your time.  A desire for continuous improvement and ability to work under pressure and with tight timelines. Experience in handling the pressure of fast-paced, startup environments where you wore multiple hats and used limited resources
User understanding -- to empathize, listen, and co-create with the end customer and solve an existing pain point or identify new pain points.  You have an eye for good design and user experience.
Work Ethic -- genuine care for the product and willingness to go to any necessary length to ensure its success;

Desired: 

Empathy for, and experience in working with people in lower socio-economic segments.  
Experience in a high growth of startup environment with an emphasis on speed.
Previous experience with toolsets -  Jira, Confluence and Productboard more

Role 
Customer Experience For the Farm and Fresh Categories that serve Commercial Kitchens, Fresh Kiosks, Local Eateries, Agro Dealers, Food Processors & Farmers. 
Reporting - Commercial Manager Kenya
JOB OVERVIEW / RESPONSIBILITIES 
The Customer Experience - Farm & Fresh team member  is responsible for effectively representing the customer's voice (both external and internal business... customers) and translating data into actionable insights. They act as a liaison between the customer and the company, providing updates on operations and handling customer queries. Their focus is on understanding the reasons behind the data and utilizing qualitative insights to improve the overall customer experience, rather than simply reporting data.

Customer Engagement, This includes tasks such as Customer relationship management - to drive retention of active customers & reactivation of churned & dormant customers plus other customer segmentation initiatives. They are also responsible for managing Delayed Delivery, Cancellation Analysis and introduction of value added services such as Financial Services to our customers.
Customer Satisfaction Review, This includes post delivery quantitative analysis of the recorded CSAT scores.
Customer Query / Complaints Management, End to end resolution of all customer queries including Missing Items; Delivery Tracker, Replacements in case of Quality Challenges.Driving the Farm & Fresh Contact Centre Management leveraging the customer engagement platform and incidence escalation process.
Data Collection and Accuracy - Customer Data Accuracy & Reporting on customer metrics including activity & retention rates. Ensuring data accuracy in:
Market Intelligence - Quantitative (Validation & Supervision of Sales Data)
App Catalog Accuracy Verification

KPI's

Complaints & Query Management - First Contact Resolution & Complaints Solved on Time
Customer Activity Metrics including Activity Rate & Retention Rate
Customer Satisfaction Rating
Customer Experience Projects Completion
App Adoption
Revenue Attainment more