Jobs Kenya

Company Address: Address Westcom Point, Mahiga Mairu Ave, Nairobi, Kenya

  • Retail Lead – Kenya

    Retail Lead – Kenya

    YOUR MISSION

    Currently, we are looking for a talented and ambitious Retail lead to join our QCommerce team and contribute to retail vertice Growth. Are you looking for a challenging experience in one of the fastest growing Startups? Do you want to contribute to building a product that will disrupt the On demand market?

    THE JOURNEY

    Define the long term Retail strategy for Kenya
    Be the owner of Business Unit P&L
    Manage and develop a high performing team of business developers and account managers
    Acquire and develop the business of the most relevant groceries and retail partners in the market
    Be responsible for our partners business performance, analyze their main KPIs and ensure growth.
    Prepare reports and dashboards to present to different stakeholders within and outside of the organization.
    Collaborate with a cross-functional team (marketing, operations, finance) to achieve quick and flawless execution
    Translate long term strategy into actionable tasks and ensure adherence to business plan
    Report to the Q-commerce Manager

    What You Will Bring To The Ride

    An empathetic, inclusive and curious attitude
    Analytical mindset
    Experience managing and developing high performing teams
    Proven record of strong commercial skills and P&L management
    Minimum 5 years of experience in retail or e-commerce, FMCG or consulting.
    A scrappy attitude, you are used to showing results with limited resources
    A passion to change the way millions of people approach shopping
    Interest in start-ups, technology, and a fast-paced environment

    Apply via :

    jobs.glovoapp.com

  • Category Management Lead (They/She/He)

    Category Management Lead (They/She/He)

    YOUR MISSION

    You will be the owner of the assortment we offer to our customers in the Q-commerce Categories: from analyzing market trends and defining listings to prospecting suppliers, and negotiating commercial conditions.

    THE JOURNEY

    Be the owner and specialist of assigned categories, being able to move the needle and see the impact of your work on the business by managing the MFCs assortment from end to end. Your main KPIs will be Category Add-to-Cart, Average Order Value, and Gross Margin.
    Define the assortment strategy, identify opportunities of improvement in listings and margin, and implement them.
    Manage vendor relationships, with a special focus on the top ones – manage supplier/partner contracts, manage day-to-day relationships, and negotiate and secure marketing funds per the market requirements and company needs.
    Review contract terms and conditions ensuring that they are as favorable to the business interests as possible, minimize risk, and are in compliance with applicable laws, regulations, policies, and procedures (with support from the Commercial Manager and legal department)
    Oversee UX and Pricing
    Lead, coach, and develop talented team members.
    You will work hand in hand with the Ads team in defining and implementing marketing campaigns inside the store.
    Be responsible for offering an amazing shopping experience by categorizing & sorting the assortment based on user needs.
    Be responsible for the pricing strategy definition and implementation.

    What You Will Bring To The Ride

    At least 5 years of experience in Retail as a category manager or category buyer.
    Strong negotiation skills; expert understanding of terms, conditions, and contracting techniques for managing risk.
    Previous experience in leading teams.
    Stakeholder management: both internally and externally.
    Willingness to roll up sleeves to get things done
    Comfortable working in a fast-changing, high-growth, and high-performance start-up with a fast pace
    Fluent in English. Additional language skills are a plu

    Apply via :

    jobs.glovoapp.com

  • Live Operations Manager

    Live Operations Manager

    YOUR MISSION

    We are looking for a Manager to lead the Customer Service operations in Ukraine. Glovo Customer Service helps Clients, Glovers and Partners through different channels (chat, email and phone) to solve their issues and to ensure they have an excellent experience with Glovo.

    THE JOURNEY

    Be responsible for the effective operation of Customer Service hubs providing service to Kenia, Uganda, Ghana, Nigeria.
    Report to Regional Manager; and doted to General Manager
    Directly manage the local internal team (trainers, quality managers, supervisors…);
    Drive efficiency and quality in the hubs;
    Collect, analyze and report contact-center KPIs (costs, service level, customer service metrics, team happiness etc.);
    Evaluate performance with key metrics (accuracy, waiting time, average waiting time, etc.) and identify and implement improvement initiatives;
    Review hub workforce planning ensuring it captures key local priorities;
    Ensure a proper training and quality processes in the hubs;
    Be the main point of contact of Business and Operations Local Managers with regards customer service in your country;
    Create a culture that ensures collaboration and goals achievement;
    Empower and Engage the Live Ops Heroes Team;
    Act as the Voice of the Customer across the organization;
    Drive cost efficiency with effective budget planning & manage the relationship with the hub providers;
    Develop objectives for the call center’s day-to-day activities;
    Continually develop improvements and embed successful change projects;
    Drive quality and consistency;
    Actively collaborate with your colleagues and learn from each other in a supportive environment that allows you to grow, develop and make a difference.

    What You Will Bring To The Ride

    Extensive experience of leading large operational customer service teams
    Strong strategic and customer focus with a clear understanding of performance evaluation and customer service metrics.
    Strong analytical skills with track record of of exceeding targets, KPI’s SLA’s in fast paced environments
    Solid understanding of reporting and budgeting procedures
    Demonstrate ability to motivate and communicate with others at all levels
    Evidence of well-developed leadership skills
    Ability to coach and motivate teams
    Excellent organisational and leadership skills with a problem-solving ability.
    Able to adapt and succeed in a changing environment
    Fluency in English is a must
    An empathetic, inclusive and curious attitude

    Apply via :

    jobs.glovoapp.com

  • Q Commerce Account Manager

    Q Commerce Account Manager

    YOUR MISSION

    At Glovo, we want to revolutionize the shopping experience of millions of people. Our goal is to give everyone easy access to anything in their cities; to reach this goal we need a 360, analytical and results driven person to develop the business of QCommerce.
    Currently, we are looking for a talented and ambitious Account Manager to join our QCommerce team and contribute to our partners’ Growth.
    Are you looking for a challenging experience in one of the fastest growing Startups?
    Do you want to contribute to building a product that will disrupt the On demand market? 

    THE JOURNEY

    Build and maintain relationships with Glovo’s Partners in the country – establish excellent relationships through consistent and proactive communication, identifying their needs and building engagement (meetings and business reviews)
    Draw and execute plans, making your partners grow through promos negotiations, marketing activations and menu performance (e.g., selling items, Average Order Value, Conversion Rate, etc.)
    Be responsible for our partners business performance, analyze their main KPIs and ensure growth.
    Prepare reports and dashboards to present to partners / use as source of operational improvements.
    Get feedback from our partners and translate it into product, marketing and operations improvement.
    Onboard new partners on our platform by providing them all the necessary tools and information
    Meet monthly and quarterly objectives defined by the company
    Collaborate with other departments and partners to ensure operations excellence. 
    Actively collaborate with your colleagues and learn from each other in a supportive environment that allows you to grow, develop and make a difference. 
    Report to the Q-commerce Manager.

    WHAT YOU WILL BRING TO THE RIDE

    Data-driven mentality: takes decision based on data and makes business judgment when necessary
    Problem solving skills with strong commercial and analytical skills
    Minimum 2 years of experience in account management or Business Consultancy. 
    A scrappy attitude, you are used to showing results with limited resources
    Excellent knowledge of Google Suite and/or MS Office, Excel
    Excellent written and spoken Bulgarian & English skills
    A passion to change the way millions of people approach shopping
    Interest in start-ups, technology, and a fast-paced environment
    An empathetic, inclusive and curious attitude

    Apply via :

    jobs.glovoapp.com

  • Quality Coordinator – Kenya

    Quality Coordinator – Kenya

    YOUR MISSION
    Impact

    Quality Coordinator contributes to the success of the organization as a whole through Profitability (Managing Costs) and CX (Customer Satisfaction) control.
    Processes Optimization: ensuring the effective execution and enhancement of the cost affecting processes.
    KPIs: CPO (Cost per Order), Compensation CPO, CR, Process Adherence, CRC (Contact Resolution Center Adherence), Agent Compliance.
    Team Efficiency control: ensuring the delivery of the QA Ops related KPIs by maintaining the team performance health.
    KPIs: CPO, Attrition, Absenteeism, Forecast Adherence.
    Customer Experience: ensuring the company objectives are developed accordingly to the best practices and needs of the market to increase the loyalty of the end user.
    KPIs: CSAT, GSAT, PSAT, -SAT Retention Gap, NC, RC, QA Score, Soft Skills.,

    Scope

    Maintain regular communication with BPOs (Business Process Outsourcers) to facilitate the launch of global projects, manage individual projects, and advocate for adherence to rules favorable to Glovo, negotiating conditions beyond the contractual agreement.
    Develop and implement quality control processes, procedures, and policies to ensure that products or services meet or exceed customer expectations.
    Monitor and analyze data related to quality control processes, identifying trends, and making recommendations for improvement.
    Lead and manage a team of quality control personnel, providing guidance, coaching, and support as needed.
    Communicate with other teams, departments, and stakeholders to ensure that quality control processes are aligned with business objectives.
    Ensure accountability of BPOs (Business Process Outsourcers) and other teams for actions impacting operations.
    Exercise control and oversight over the provider’s execution.
    Conducting quality training sessions and workshops if required.
    Organize, analyze, and present data based on audits and other key performance indicators (KPIs).
    Demonstrate an understanding of the business, the underlying KPIs, and the operational processes.

    THE JOURNEY

    Generate and deliver reports on a requested basis using BI tools (f.i. Looker), Google sheets, etc.
    Setting up QA platforms.
    Implementing quality improvement strategies
    Documenting various quality control policies.
    Participation in setting the organization’s goals.
    Examining raw materials and finding defects in them, if any.
    Suggesting improvements in the materials.
    Monitoring all the product processors and procedures.
    Providing training and workshops on the new guidelines, scorecards, platforms, etc.
    Conduct the weekly meetings with the QA teams and Ops teams within the different levels (local, global, external)
    Building the business cases for the processes’ optimization, KPIs and targets changes, reports enhancements.
    Perform spot checks to ensure Glovo’s processes and expectations are correctly calibrated with external providers.
    Prompting the machine learning platforms to ensure the localization of the service.
    Controlling Performance Improvement Plans and controlling the support of the teams involved in pre-/post-actions such as WFM.

    What You Will Bring To The Ride

    Proven track record as an Operations, Quality Assurance, or Training Manager, with a minimum of 3 years of relevant experience, particularly within the BPO sector, CX or Product sector.
    Extensive expertise in Google Workspace applications, including advanced proficiency in Sheets (and/or Excel), for efficient data management and analytics.
    Demonstrated ability to influence and lead, facilitating effective collaboration within cross-market, regional, and team-based project launches.
    Experience in successfully managing and leading in-house teams is advantageous but not mandatory.
    Adept at orchestrating and executing projects that span across markets, regions, and teams, showcasing a commitment to achieving operational excellence.
    Proven capability to translate client expectations into measurable quality standards, with a focus on delivering impactful outcomes in dynamic BPO environments.
    Demonstrate the ability to pay close attention to detail.
    Excellent problem-solving abilities and decision-making skills.

    Apply via :

    jobs.glovoapp.com

  • Strategic Account Manager – Kenya

    Strategic Account Manager – Kenya

    YOUR MISSION

    As Strategic Account Manager, you will be a key role in the Glovo Partner Operations team.

    THE JOURNEY

    Own strategic partner relationships end to end, including understanding P&L tracking, managing deep product integrations, leading co-marketing efforts to drive awareness and activation, and ensure operational excellence
    Onboard new partners on our platform by providing them all the necessary tools and information to start working
    Be responsible for our partners business performance, analyze their main KPIs and ensure growth MoM. Track and reporting of performance metrics
    Lead contract renegotiations to establish a strong working partnership grounded on sustainable economics for both parties
    Get feedback from our partners and translate it into the product, marketing, and operations improvement

    What You Will Bring To The Ride

    Minimum 3 years of experience in Account Management and/or Business Consultant
    Problem solver, perfect written and spoken communication
    Customer obsession
    Proactive, organized, and obsessed with details

    Apply via :

    jobs.glovoapp.com

  • Glover Experience Analyst

    Glover Experience Analyst

    YOUR MISSION

    Join us as a Glover Specialist and become a key member of Glovo’s local operations team! We offer a challenging and dynamic environment with many opportunities for learning and development.

    THE JOURNEY
    Communication Strategy Ownership

    Develop and execute a comprehensive communication strategy, including creating engaging content, selecting appropriate channels, defining target audiences, and managing communication materials.
    Implement effective communication initiatives to foster strong engagement and connection with the riders’ community.

    Courier Relations and Advocacy

    Become the trusted representative and guardian of our couriers, understanding their challenges, needs, and aspirations.
    Proactively communicate and address their concerns, acting as their voice within the company.

    Community Management and Activities

    Bring your creativity to life by generating innovative ideas to build and manage a vibrant community of riders.
    Organize and execute community management activities, events, and initiatives to enhance the riders’ experience and foster a sense of belonging.

    Collaboration with Public Affairs (P.A)

    Work closely with the Public Affairs team to enhance the image and reputation of our couriers in the country.
    Collaborate on initiatives and campaigns to improve public perception and recognition of our couriers’ valuable contributions.

    Local Benefits And Perks Negotiation

    Identify and negotiate local benefits and perks to enhance the riders’ experience and satisfaction.
    Collaborate with relevant stakeholders to implement and communicate these benefits effectively.

    Guidance and Support

    Provide guidance and support to the fleet of couriers through focus groups, attention hours, and other means of communication.
    Understand their challenges, collect feedback, and assist in addressing their needs.

    Rider Insights Analysis

    Conduct periodic reports by analyzing insights gathered from focus groups, surveys, interviews, and other research methods.
    Utilize data-driven insights to better understand the riders’ needs, preferences, and expectations, driving continuous improvement.

    Collaboration With Regional And Global Teams

    Work collaboratively with the Regional and Global teams to align strategies, share best practices, and contribute to increasing the company’s ROI.
    Provide valuable insights and updates on local market conditions and rider feedback.

    Courier App Monitoring

    Ensure a seamless and user-friendly experience for riders by monitoring and caring for the courier app’s aspects.
    Collaborate with relevant teams to address any app-related issues or improvements.
    Follow up courier app- caring about the aspect of the app

    What You Will Bring To The Ride

    Bachelor’s degree in Communications, Marketing, Business, or a related field.
    2-3 years of experience in communication strategy, community engagement, or related roles.
    Excellent written and verbal communication skills.
    Ability to analyze and derive insights from both quantitative and qualitative data.
    Proactive, creative, and results-oriented mindset.
    Strong stakeholder management and negotiation skills.
    Familiarity with brand management principles and customization to local markets.
    Proficiency in conducting focus groups, surveys, and interviews.
    Ability to work collaboratively with regional and global teams.
    Familiarity with app monitoring and user experience enhancement is a plus.

    Apply via :

    jobs.glovoapp.com

  • Category Management Lead Category Buyer

    Category Management Lead Category Buyer

    YOUR MISSION

    You will be the owner of the assortment we offer to our customers in the Q-commerce Categories: from analyzing market trends and defining listings to prospecting suppliers, and negotiating commercial conditions.

    THE JOURNEY

    Be the owner and specialist of assigned categories, being able to move the needle and see the impact of your work on the business by managing the MFCs assortment from end to end. Your main KPIs will be Category Add-to-Cart, Average Order Value, and Gross Margin.
    Define the assortment strategy, identify opportunities of improvement in listings and margin, and implement them.
    Manage vendor relationships, with a special focus on the top ones – manage supplier/partner contracts, manage day-to-day relationships, and negotiate and secure marketing funds per the market requirements and company needs.
    Review contract terms and conditions ensuring that they are as favorable to the business interests as possible, minimize risk, and are in compliance with applicable laws, regulations, policies, and procedures (with support from the Commercial Manager and legal department)
    Oversee UX and Pricing
    Lead, coach, and develop talented team members.
    You will work hand in hand with the Ads team in defining and implementing marketing campaigns inside the store.
    Be responsible for offering an amazing shopping experience by categorizing & sorting the assortment based on user needs.
    Be responsible for the pricing strategy definition and implementation.

    What You Will Bring To The Ride

    At least 5 years of experience in Retail as a category manager or category buyer.
    Strong negotiation skills; expert understanding of terms, conditions, and contracting techniques for managing risk.
    Previous experience in leading teams.
    Stakeholder management: both internally and externally.
    Willingness to roll up sleeves to get things done
    Comfortable working in a fast-changing, high-growth, and high-performance start-up with a fast pace
    Fluent in English. Additional language skills are a plus.

    go to method of application »

    Use the link(s) below to apply on company website.  

    Apply via :

  • Head of Commercial

    Head of Commercial

    You will be responsible for building and developing partnerships with restaurant partners and growing their number on the platform while leading your team to deliver aggressive sales and growth targets.
    In this role you will be part of the commercial leadership team for Glovo, working closely with the regional team and HQ team.

    THE JOURNEY

    Devise the long-term strategy for your country commercial department
    Keep building a partner portfolio, create new business opportunities and initiate partnership collaborations
    Build processes to scale the commercial effort without compromising quality or support
    Lead your team to greatness – hire top talents, help them perform, grow and develop as professionals
    Guide the commercial team in order to achieve the sales targets and maintain good relationships with our partners
    Work hard with your team, helping and guiding them during difficult negotiations to close important deals with top chains and smaller partners
    Drive, structure, analyze and channel daily work and information – setting goals, delegating, and supervising the team’s performance
    Work closely with our HQ Commercial department to define commissions, rewards, and incentives to motivate the local team
    Coordinate and manage the Commercial KPIs defined together with the Operation and Marketing team
    Actively collaborate with your colleagues and learn from each other in a supportive environment that allows you to grow, develop and make a difference

    What You Will Bring To The Ride

    At least 4 years of relevant experience in managing a high-performance commercial team
    Highly motivated, results-driven, strategic thinker, with strong leadership and business fundamentals
    Previous work experience in a startup / high-demanding environment is preferred
    Strong communication abilities with the ability to influence and drive change
    Curiosity and have a desire to acquire a deep understanding
    Ability to find smart and elegant solutions to complex, multi-disciplinary problems
    You’re extremely agile and thrive in ambiguous environments
    You have an ambition that makes some people think you’re crazy while inspiring others
    You are always respectful, kind and fair
    English full professional proficiency
    An empathetic, inclusive and curious attitude

    Apply via :

    jobs.glovoapp.com

  • Category Management Lead Category Buyer

    Category Management Lead Category Buyer

    You will be the owner of the assortment we offer to our customers in the Q-commerce Categories: from analyzing market trends and defining listings to prospecting suppliers, and negotiating commercial conditions.

    THE JOURNEY

    Be the owner and specialist of assigned categories, being able to move the needle and see the impact of your work on the business by managing the MFCs assortment from end to end. Your main KPIs will be Category Add-to-Cart, Average Order Value, and Gross Margin.
    Define the assortment strategy, identify opportunities of improvement in listings and margin, and implement them.
    Manage vendor relationships, with a special focus on the top ones – manage supplier/partner contracts, manage day-to-day relationships, and negotiate and secure marketing funds per the market requirements and company needs.
    Review contract terms and conditions ensuring that they are as favorable to the business interests as possible, minimize risk, and are in compliance with applicable laws, regulations, policies, and procedures (with support from the Commercial Manager and legal department)
    Oversee UX and Pricing
    Lead, coach, and develop talented team members.
    You will work hand in hand with the Ads team in defining and implementing marketing campaigns inside the store.
    Be responsible for offering an amazing shopping experience by categorizing & sorting the assortment based on user needs.
    Be responsible for the pricing strategy definition and implementation.

    What You Will Bring To The Ride

    At least 5 years of experience in Retail as a category manager or category buyer.
    Strong negotiation skills; expert understanding of terms, conditions, and contracting techniques for managing risk.
    Previous experience in leading teams.
    Stakeholder management: both internally and externally.
    Willingness to roll up sleeves to get things done
    Comfortable working in a fast-changing, high-growth, and high-performance start-up with a fast pace
    Fluent in English. Additional language skills are a plus.

    go to method of application »

    Use the link(s) below to apply on company website.  

    Apply via :