Job description
In order to accelerate this growth, Azuri is seeking to hire an experienced VP Operations to further develop and professionalise Azuri’s market operations and distributions channels. Azuri’s business model is based on data. Each time a system is installed the customer details and location are captured and automatically sent to the Azuri cloud based server. Each time the customer tops up or is contacted by the distribution partner, the database is updated. This provides Azuri with detailed records of the customers’ activities. This data is analysed and used to enable Azuri distribution teams and external distribution partners manage the customer population efficiently and cost effectively.
The Azuri distribution channel has to be built by bringing together partners with key skills and access to the customer base and made efficient using Azuri’s data. This is similar to a franchise model but is a closer relationship where, for larger partners, Azuri places Azuri staff within the partner organisations. The typical profile of an external distribution partner is that of a large consumer business in Africa ($50 million+ turnover) and has direct reach into rural communities.
The role therefore calls for someone with experience of creating and scaling end to end distribution supply chains, particularly service supply chains, ideally in Africa. This may be for products such as FMCG, telecoms, insurance or agri offerings but importantly must reflect Azuri’s need for a service supply chain not a retail product supply chain.
Detailed Requirements
Build a powerful, scalable distribution system that is replicable across sub Saharan Africa, with appropriate localisations
Lead the team that works with the country organisations to ensure the effective delivery of the distribution system within Azuri’s target territories
Define the processes and scope out the support systems required to manage and support the complete distribution lifecycle including (for example) Distributor Selection, New Customer selection, registration, installation and payment, Customer Care, Customer Protection and In-Market warranty management
In conjunction with Distribution Management, Sales, customer care and other business functions, drive continuous improvement of the business processes required for an efficient and effective market operations and distribution system
In collaboration with the marketing team, create the agent and management tools, training materials and processes needed to drive distribution growth
Ensure that field teams have the tools and processes to deliver quality customer data necessary to provide ongoing support to customers and to facilitate the financing of working capital
Collaborate with the in-country call-centre, field operations teams and IT teams to develop an effective and scalable customer care solution and organisation that can handle and expeditiously resolve customer issues
Troubleshoot and create action plans to quickly and effectively address problems
Identifies process improvement opportunities to drive efficiencies through the market operations
Note: this is a “hands in” role, where the leader will be running a small, high calibre team and interacting closely with the local country operations. The successful candidate will be required to have a detailed understanding of the processes and contribute directly to their implementation on the ground, not just operate at arms length, while at the same time being able to contribute actively to the Senior Management Team and other parts of the organisation.
Does this sound like you?
15 + years of experience with increasing operational responsibility within the consumer services sector
Extensive proven experience of building and managing consumer service distribution systems in rural emerging markets, ideally Africa
Ability to manage a small distributed team of highly qualified, subject matter experts and build an effective organisation
Gravitas to be able to interact comfortably at Board level, both in Azuri and partner organisations
Self confidence to operate as an effective team player across the senior management team
Strong interpersonal and leadership skills to maximize effectiveness
Strong persuasive communicator with demonstrable business acumen
Excellent written and verbal communication skills and strong presentation skills
Problem solving, decision making and organizational skills
Strong customer service skills
Ability to manage staff and multiple programs requiring attention to detail
Flexibility and versatility in problem analysis and resolution
Ability to communicate across functional lines
Ability to analyze and interpret qualitative and quantitative data
Excellent interpersonal, written and oral communications and organizational skills
Degree educated and possibly a higher business degree (e.g MBA)
Based in Nairobi.
Willing to undertake significant travel, primarily in Africa, averaging 2 weeks per month.
