Company Founded: Founded in 2017

Head of Experience HR Generalist Digital Marketing Specialist Customer Experience Specialist

Job Details
The Head of Experience is responsible for shaping the experience of customers and captains who interact with SWVL’s transportation platform across all touch-points; delivering an excellent experience for every interaction we have and doing this in the most efficient and lean way possible.
Responsibilities

Represent the customer and captain’s voice.
Implement the Experience strategy that is aligned with SWVL’s overall vision, but localized and tailored to the unique needs of local customers & captains.
Work closely with Central team to streamline processes and apply best practices and ensure that there is the right balance between localization and centralization.
Cascade critical business updates from Central Team to the local team
Identify and prioritize customer and captain feedback, potential opportunities, and drive change in the needed areas, working closely with cross functional stakeholders.
Develop local customer & captain excellence programs and processes intended to help the organization understand, analyze and create a positive customer and captain experience at every touchpoint.
Drive continuous process improvement while advocating customers & captains passionately on to influence the end to end experience and impact retention & growth KPIs positively.
Managing stakeholder relationships across the broader business to set the right expectations
Drive the metrics to use to evaluate customer & captain KPIs including speed, efficiency, effectiveness, quality, and accuracy.
Solve critical business problems and improve experience KPIs through data analytics and trend analysis; and creation of action plans for continuous improvement.
Build and lead a high performing team covering Customer & Captain Experience and Fleet Quality Management; that exceed pre-set targets for experience KPIs, by mentoring, coaching and constantly developing them.
Lead teams on redefining how customer and captain experience should be run, aligning experience concepts, vision/direction, and related processes
Work closely with other verticals of Corporate and Travel to design and continuously enhance the end to end experiences.
Responsible for local experience budget, ensuring cost efficient initiatives are applied and proper reporting is processed with Finance Department.

Qualifications

6 – 8 years managerial experience in a customer-centric environment in the services industry.
Fluent in local language and English both oral and written.
Excellent communication, presentation and interpersonal skills with great stakeholder relationship management locally and globally.
Experience in managing teams, motivating, coaching and inspiring team members to achieve excellent customer/ captain experience.
Ability to deal with people from all levels professionally, effective planning, organizing, delegating, and time management skills.
Experience and skill in areas such as process development & audit, quality management & training, as well as workforce management and reporting.
Know how and experience dealing with different systems and modalities of support and communication.
Analytical, data-driven and process oriented; with excellent ability to problem-solve
Empathy and passion for customer experience excellence.
Proven track record of customer experience and operational achievement of pre-defined global KPIs such as CSAT, NPS, Contact Rate and other efficiency and effectiveness KPIs that directly impact growth through retention of customers.

What We Offer

Great opportunity to be part of a start-up with a lot of responsibility and independence early on and where you will have an impact on the entire business
Make a difference – SWVL is not just another social web app. They are moving real people/assets and changing transportation for the future
A strong social and collaborative culture, where your input is not just respected, its expected
Attractive compensation package

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October 26, 2024
Director (Technical Services) Director (Legal & Enforcement) Director (Consumer & Public Affairs)

Job Purpose
Responsible for coordinating, monitoring and analyzing the performance of the Water Services
Reporting Relationship
This role reports to the Chief Executive officer
Supervises
Manager Economic Regulation, Manager Inspectorate services, Manager Engineering Services
Responsibilities

Ensure performance measures are designed to evaluate Performance against the Strategic Plan
Coordinate the evaluation of Licence applications by Water Services Providers
Coordinate monitoring and compliance of Licence conditions
Coordinate evaluation of Reports on Performance of the Water Services Sub Sector.
Coordinate Inspections of Water Services Sub Sector.
Coordinate the publication of the annual Water Services Performance report
Liaise with stakeholders on financial sustainability of Water Utilities
Set standards and develop guidelines/regulatory tools in collaboration with other departments for water and sanitation services provision
Ensure reporting on work done into the reporting structures in the Board on a monthly, quarterly or annual basis
Play a senior leadership role in bringing the WASREB internal community along to support the outputs delivered by developing effective and strategic relationships
Play a senior leadership role in bringing external stakeholders along with the WASREB through open, professional and proactive engagement and with enforcement partners in relation to specific cases.
Build a highly effective team, by leading, managing and motivating staff and by directing and coaching them where appropriate, so that they achieve excellence in delivery
Take responsibility for the reports emerging from the directorate and all documentation sent to the Chief Executive Officer
Coordinate directorate’s budgeting and Cost containment within the budget
Manage the skills development for staff to ensure that training needs are properly identified and appropriate training is arranged for directorate’s staff.
Manage and conduct performance management reviews for the directorate’s staff
Work closely with department heads to develop goals and initiatives
Ensure quality control of work
Coordinate monitoring of the progressive realization of the right to water and proposing appropriate action
Coordinate the evaluation of the pricing for water
Ensure timely consultation and cooperation with County Executive Committees, Chief Officers and collaboration with other stakeholders in water services provision for effective service delivery
Responsible for physical assets assigned by the Board to the directorate
Plan the work of subordinates, assigns work to subordinates, monitors subordinates work performance and appraises/evaluates subordinates’ performance.

Qualifications

Master’s Degree in Engineering, Business Administration or a relevant field from a recognized institution
Bachelor’s Degree in Engineering, Economics, or any other relevant field from a recognized institution
Have served total 15 years of experience with at least 9 at supervisory level
Member to a relevant professional body/member in good standing
Practicing license from a relevant professional body
Leadership/Management Programme lasting not less than four (4) weeks from a recognized institution will be an added advantage
Knowledge of the Water Sector will be an added advantage
Meet the requirements of Chapter six of the Kenyan Constitution on Leadership and Integrity

Functional Competencies

IT proficiency
Influencing, persuasion and negotiation skills
Customer/Citizen focus
Strategic leadership skills
Proficiency in Managerial skills
Strong analytical, problem solving and decision-making skills
Effective communication and presentation skills
Ability to lead multi skilled team

Personal Attributes/Qualities

Ability to work under pressure and multitask
Strong interpersonal skills
High Integrity and team building skills
Proven intellectual leadership in managing people, operations and financial resources
Proven ability to think strategically and design long term plans
Ability to drive change and innovation
Upholds Professional Ethics

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October 26, 2024
Admin Assistant

Job Description
Background
We are looking for an individual who is efficient and comfortable being a member of a team. The ability to multi-task, while maintaining schedules and managing administrative support, is essential in this position. The ideal candidate for this job is resourceful, a good problem solver and organized. Assuring a steady completion of workload in a timely manner is key to success in this position.
Key Responsibilities
Reporting to the CEO, the incumbent will be required but not limited to:

Plan meetings and take detailed minutes
Develop and maintain a filing system
Update and maintain office policies and procedures
Submit and reconcile expense reports and send of invoices
Assist in training staff members and new hire
Assist in screening CVs and take part in the interview process
Manage workflow by assigning tasks to other team members daily, ensuring that deadlines are met, and work is completed correctly
Handling office tasks, such as filing, record keeping, generating reports and presentations, setting up for meetings.
Implement and monitor programs as directed by management, and see the programs through to completion
Answer incoming calls and assume other receptionist duties when needed
Any other tasks assigned

Qualifications and skills

At least one (1) years’ experience working in an admin role.
Excellent communication, writing and verbal skills is a must
A wiliness to work in a fast-paced start up environment
Strong sense of urgency and problem-solving skills
Detail oriented and comfortable working in a fast-paced start-up environment
A team player and willing to put in long hours
Ability to accurately prepare daily, weekly, monthly, quarterly reports
Excellent work management, prioritizing skills and problem-solving ability
Superior organization skills and dedication to completing projects in a timely manner
Proficiency in MS Office, with good knowledge of Word, Excel and PowerPoint
Working knowledge of Google Docs
Knowledge of project and task management tools such as Basecamp, Trello or other project/task management systems
Ability to juggle multiple projects with superb accuracy

October 26, 2024
Head Of Commercial

Are you excited about helping an exciting new brand grow? Are you a sales guru? Do you enjoy networking in a dynamic industry? Savannah Brands is hiring!
About the role
They are looking for entrepreneurs in the making who love the restlessly independent lifestyle in urban Kenya. Specifically, they need a Head of Commercial to lead their challenging and exciting growth trajectory in Kenya. A natural networker, this person knows how to open and close a deal. They don’t just talk a good game, however, they also know how to build and implement a savvy commercial plan fit for the Kenyan landscape. They are looking for a sales superstar who will be accountable for the growth pillar of Savannah Brands in Kenya. Helping to define and execute how we grow the Savannah Brands portfolio through customer engagement and new customer acquisition.
Duties and Responsibilities
Sales Strategy & Execution

Scope out the sales universe to get targets based on topline revenue and rate of sale targets
Define which products, formats, pricing and merchandising are best, by channel
Define an approach to go after that universe (distributors, 3rd party sales etc)
Lead execution and tracking of commercial strategy
Own the commercial budget
Report monthly on spend vs. plan

Team Management

Build a team of Savannah Brand warriors – hire the right mindset
Train the team into exceptional warriors – equip them with the right tools
Structure team responsibilities and targets to best drive growth – deploy them in the most effective way

Distributor and Key Account Management

Own the distributor P&L to best deliver against growth and bottom line
Lead contract negotiator including pricing and payment terms
Ensure team is best structured to deploy against requirements
Define annual plan with distributors and key accounts to maximise partnership (promotions, activations etc)
Develop point of sale items aligned to brand needs

Partnerships and Events

Define an annual events and activation schedule for the year to best reach the commercial targets
Run the monthly product activations in-store and at events including managing the set-up, the promoters, engaging consumers and amplifying each activation online
Engage and entertain influencers at key events
Support MD in identifying and locking awareness-driving partnerships, cross product partnerships etc

Desired Candidate Profile
Does this sound like you?

A minimum of 4 years’ commercial experience in product sales
A background in food and beverage, specifically dealing with alcohol, is a huge plus
You have great experience with the commercial landscape in Kenya
You have an undergraduate degree in a relevant discipline
You have experience building sales systems and processes from scratch and implementing them
You have great analytical skills and experience
You have experience building and leading a high-performing team
You are fluent in both written and spoken English and Kiswahili
You are a results-driven and independent individual but also able to be a team player
You have amazing time-management skills
You are ambitious and ready and willing to learn

October 26, 2024
Junior Client Coordinator Client Intern

Job Summary
The Junior Client Coordinator will be responsible for engaging with clients to help them through all stages of the overseas medical treatment process – from initial enquiry to helping organize the clients return home after treatment.
This position requires someone who cares for our clients, has exceptional customer service and communication skills, excellent writing skills and a willingness to take care of our clients through all stages during their trip.
The position would be suitable for someone with experience working in a hospital in a customer service role or someone who has worked in a travel agency or in a sales role and a strong willingness to learn about medical tourism and medical conditions, as well as provide our clients exceptional customer service.
Key Responsibilities

Reporting to the CEO, the incumbent will be required but not limited to:
Engage with new clients to answer questions on overseas medical treatment and what medical treatments are offered at our partner hospitals
Assist new clients and looking after them during the entire overseas medical facilitation process
Coordinate with our partner hospitals and clients
Book accommodation
Coordinate with our clients during their treatment to ensure that they are well looked after
In partnership with the marketing team help develop content to raise awareness of IMT through blog posts, brochures or additional webpages
Attend events to raise awareness of IMT and help attract additional clients
Any other tasks assigned

Qualifications and skills

At least one (1) years’ experience working in a hospital, travel agency or another customer focused position dealing directly with customers or patients
Managing your own clients is a strong advantage
A strong desire to learn about medical conditions, treatment options and advanced medical equipment to be able to explain this to people who contact us. Just in a basic way as we do not provide medical advice.
A strong desire to provide exceptional customer service to all our clients is essential
Good selling skills is important
Excellent communication and English writing skills is a must
A desire to sign up new clients and help coordinate for them to ensure that they have a helping hand while they go overseas for their medical treatment
A wiliness to work in a fast-paced start up environment
Computer literate – Strong Outlook, Word and other software skills
Ability to accurately prepare daily, weekly, monthly, quarterly reports
Flexible and willing to help out in other areas if need be as we are a start-up
A team player and willing to put in long hours

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October 26, 2024
CTO (Kenya)

Job description
An international investment client is in search of a suitably qualified CTO to oversee several technology departments including software development, architecture, IT operations, product management, enterprise solution management, and business intelligence
Duties will include:

The setting and steering the company’s Technology Vision and Strategy
Developing leaders and building a team
Leading execution on top tech priorities
Guiding leader-level decision making and change management

Experience required:

10+ years of industry experience with 5+ years leading and managing tech teams
Experience working with mobile technology solutions
Passion and detail orientation for providing hands-on execution guidance for large teams
Experience managing agile software engineering teams successfully deploying solutions to support complex business processes
Demonstrated experience translating complex customer needs into high-quality tech solutions that deliver impact
Strong verbal and written communication and the ability to articulate complex concepts across varied audiences to build consensus and lead change
Strong analytical, quantitative, and problem-solving skills
Results oriented with a strong business judgement and willingness to roll up your sleeves and do what’s necessary to deliver

Are you ready to live and work in Nairobi, Kenya? This role is based in Kenya and requires permanent stay. Must be a SA citizen
Compensation is commensurate with experience + health insurance, housing, annual flights and other quality of life benefits + being a part of a constant learning culture

October 26, 2024
Operations Manager Kenya Corporate Sales Manager Country General Manager

You will be responsible for the development and growth of SWVL’s operations in Nairobi and Kenya as a whole.
As the Ops manager of SWVL’s Kenyan operation, you will be leading efforts to roll out SWVL’s new, innovative transportation system. The Ops manager role requires talent, leadership, and an entrepreneurial drive.
As the Ops manager, you’ll be responsible for operational excellence and maintaining ‘SWVL’ quality throughout the rider’s experience. Customer support, supply chain management, service quality management — all of these sit under the Ops manager role. Continual improvement and a quality focus are the name of the game. SWVL believes in solving local problems with local solutions, so understanding the local market and delivering custom messages is important. This is where creativity meets analytics head on
Requirements
Who you are

You enjoy challenges, are flexible, can work long / irregular hours (when needed), and you can deal with ambiguity / ever-changing demands on your time & productive capacity. You want to be an owner (stock options / long-term incentive compensation) and you aspire to ascend into a leadership role in a fast-growing start-up.
3+ years of consulting, investment banking or operations management experience
Track record in scaling & expanding operations to new markets.
Data-driven decision mentality and sound business judgment through strong analytical thinking
Experience with African markets and emerging markets is a plus.
Attention to detail, highly resourceful and self-motivated.
Demonstrated ability to engage & perform with senior professionals- reporting, coordination, communication, influence.
Entrepreneurial DNA and fear tolerance of a honey-badge

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October 26, 2024
Business Development Manager

Job description
Summary
The Business Development Manager, based in Nairobi, leads business development activities in our organization for all new and existing clients. This senior position will provide strategic leadership in business development in order to maintain a healthy, productive client pipeline of new business. The role also includes day to day management of all sales activities to ensure Presta meets all revenue targets. Areas of focus include:

Winning new business
Develop additional customer relationships in existing markets.
Close new business with existing customers.
Prospect for new customers.
Close new business as per the agreed-to business development plan.

Key Qualities:

You listen and understand the customer’s reality, challenges and “pain” and translate those needs into internal discussions. You can clearly create problem statements, strategies and actions.
You get things done and are results oriented. You take charge of people and processes, and follow up on the details. You manage yourself.
You are a strong team player who commands respect through relationships and teamwork. You can obtain buy-in from stakeholders and create shared objective to get things done, rather than on reporting hierarchies.
Your are self assured, mature and not afraid of big challenges.

Key Skills And Experience

Demonstrated understanding/experience in software sales.
1+ years sales and business development experience with specific experience in software sales to organizations.
Passion for relationship building.
Deep understanding of selling to highly hierarchical organizations.
Strong communication skills.
Passion and enthusiasm for world-class customer service
Strong skills in Microsoft Word, Excel and PowerPoint.
Experience in working for micro finance entity or sacco will be an added advantage.

October 26, 2024
Operations Manager

Why Savannah Brands?
Savannah Brands wants to use the awesome produce in Africa to create authentic food and beverage products that embody Africa’s restlessly independent spirit. They want to do what big companies can’t do; be agile, nimble, get innovations to market quickly.
Based in Kenya, Savannah Brands has launched a snack range called Nairobi Nibbles and a Cider (alcoholic) and Ice Tea range called Kenyan Originals. They will be launching a range of spirits in the coming year.
About the Role
They are looking for entrepreneurs in the making who love the restlessly independent lifestyle in urban Kenya. Specifically, they need a hungry Operations Manager to build and sustain processes to facilitate Savannah Brands on its growth trajectory. The Operations Manager will take on the task of streamlining and managing processes and systems to optimise the efficient running and profitability of Savannah Brands. They can build the foundation for Savannah Brand’s sustainable growth.
Duties and Responsibilities

Strategic Implementation

Work with the CEO on the implementation of the annual, 3Y and 5Y growth plan
Ensure the company is running with legality and conformity including updating annual licenses, local KEBs certifications and leading new certification acquisition

Planning and Processes

Adjust monthly forecasts and manage resources to ensure stock does not run out
Plan and monitor day-to-day running of the business to ensure smooth process. This involves close management of production site and processes
Evaluate the efficiency of the existing business processes and procedures and establish new processes or improvements

Procurement

Set up procurement processes to improve quality, cost and timeliness of sourcing local raw materials
Manage importation of secondary materials including optimising suppliers, cost and quality

Budgeting and Reporting

Review finances and adjust budgets to promote profitability across the product ranges and on the day-to day-costs
Monthly activity reporting including evaluating performance from data and metrics

Desired Candidate Profile
Does this sound like You?

Minimum 3 years operations experience
You enjoy making processes efficient and are process orientated
You have an undergraduate degree in a relevant discipline
You have great analytical skills and experience
You have amazing Project Management experience
You are fluent in both written and spoken English and Kiswahili
You are a results-driven and independent individual but also able to be a team player
You have amazing time-management skills
You are ambitious and ready and willing to learn

October 26, 2024
Full-Stack Web Developer

Job Summary
Working on the web development/content team, you will help build out our website, including working with APIs, adding new pages and helping to make the website more functional.
Key Responsibilities
Reporting to the content team, the incumbent will be required but not limited to:

Add new pages to our website.
Help to figure out how to make our website more functional.
Integrate APIs from third party systems.
Any other tasks assigned to you by the CEO.

Qualifications and skills

Bachelor’s Degree in Computer Science or related field
A Full-Stack Developer
A very good understanding about web applications and programming languages such as HTML, CSS, JavaScript, JQuery and API’s
A very good understanding of using Word Press to build functional user-friendly websites
An understanding on Security Principles with regard to websites and tech platforms
An understanding on Web User Interface Design (UI) is a strong advantage
A strong desire to learn and figure out how to make a website more user-friendly and functional
Excellent communication and English writing skills is a must
A wiliness to work in a fast-paced start up environment
Flexible and willing to help in other areas if need be
A team player

October 26, 2024