Reports to: Kenya Business Director
Location: Mombasa Road
Date of Creation / Review:
High level Position Summary (Describe the basic purpose of the role; key areas of responsibility)
Merchant Acquisition Team Leader is responsible for executing the rollout and maintenance of specialized support for Merchants that complement Kilimall Merchant Marketplace. This role involves working with Marketplace Product Managers to define support needs and processes, sourcing new merchants, providing stellar product service levels to Kilimall merchants, and ensuring a robust catalog of appealing Kilimall Marketplace products through varied merchant acquisition.
Responsibilities
General project management of Merchant Acquisition Support tasks and Kilimall Marketplace Systems activities required to assemble, train and deploy the Marketplace with a targeted number of Merchants/Products.
Category Strategy and Ownership:
Work on category planning and business strategy; drive best-in-class customer experience, maximize units sold and avg. price per unit sold through timely analysis and action.
Technical project management: Automate and scale the category level growth via new selection, product listing quality and instock.
Define opportunities to enhance our merchant experience and improve site merchandising, customer, and site experience.
Merchant Management:
Manage the Merchant Onboarding process, including creation of, enhancements to and tracking of process to identify and sign new seller partnerships.
Ability to manage immediate response to “fire drills” necessitated by Merchants or internal teams.
Respond to escalated merchant product phone calls and emails.
Technical Project Management:
Marketplace Merchant Support & Communications:
Triage escalated product related emails to appropriate development resources as needed.
Communicate with merchants on behalf of Kilimall regarding existing bugs and expected resolution times for fixes
Develop and disseminate usable training materials regarding Kilimall Marketplace for use by all frontline staff (Merchant Support Process and Guidelines).
Lead and manage merchant acquisition team in the best way possible.
Merchant Analysis:
Consolidating a weekly report on reasons for ticket escalations, patterns with any type of system or process failure affecting Merchants, and number of inquiries during on/off/peak hours.
Special Requirements:
The ideal candidate will be a self-starter with a passion for independent, creative problem-solving, have proven data analysis skills, show strong ownership/commitment, have proven leadership experience in managing projects, and bring relevant insights in technology. They will be comfortable getting hands dirty to deliver a set of business and customer experience improvement results and bring innovative ideas to the table every day, in order to find better ways of accomplishing our Marketplace objectives.
The successful Kilimall Merchant Acquisition Agent must have:
Experience supporting Merchants within a Storefront/Marketplace environment.
Prior experience sourcing Merchants into new online storefront/marketplaces.
Extreme technical interest and capability
Exceptional attention to detail, independent worker, extreme comfort in potentially stressful, ambiguous, fast changing environments
Experience in consumer or small business-facing support
Empathetic business tone with merchants using our Marketplace.
Desire to see all issues to complete resolution and ownership of projects passed to you from management.
Strong demonstrated problem solving and documentation skills; extremely clear and concise written and Verbal communication skills
Strong drive to execute excellent, results-driven work regardless of initial challenges or blockers
Knowledge, Experience, and Skills Required (List the requisite educational degree, certification or professional accreditation; years and field of experience; and technical and behavioral competencies related to the job)
Job Qualifications:
A higher diploma or a bachelor’s degree from an accredited university in Sales and Marketing or any other relevant course
2-3 years working experience in a similar position preferably in an e-Commerce company.
Behavioral Competencies:
Very strong personality and organizational skills.
Excellent verbal and written communication skills.
A good team player.
A good leader with people management and time management skills.
High level of commitment to duty, and discipline.
Demonstrable ability to put customer interests first.
Strong focus on impact.
Unquestionable level of integrity.
