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31 Mar 2017

Head of Community Job at Sendy

The Head of Community is a critical role responsible for overall customer experience, happiness and retention. It takes a mixture of patience, analytical brains and pure hustle to bring Sendy’s Community team to optimization and efficiency in handling client needs.

We are looking for a leader that can manage an international team, promote the Sendy brand, hire
local talent, tackle many different projects, implement systems to build automation, think about Community through a technology lense, and build Sendy into a “Top 10 Customer Experience” team across Africa.

Roles 

  • Own the over Sendy customer service process, guaranteeing clients a Simple, Transparent, and User-Focused customer experience.
  • Define and optimize customer lifecycle, tracking the success of the program and enhancing the product, process and experience as necessary.
  • Understand customer complains and work with Tech team and Operations team to implement long-term solutions to prevent recurring customer issues.
  • Develop automated systems, procedures, policies and standards.
  • Analyze statistics and compile accurate reports.
  • Manage the team to deliver on and monitor Community KPIs
  • Lead, develop, engage, manage, mentor, and train your team to maximize performance and potential.
  • Develop and implement a customer service policy for a company cross borders.
  • Provide a compelling vision to keep Sendy’s focus on Customer Relationship Management strategically, tactically and in real time.
  • Ensure effective execution of complaint root cause analysis and work with other business areas to implement improvements and controls.
  • Keep ahead of industry’s developments and apply best practices to areas of improvement.

Job Requirements

  • 5+ years experience developing and delivering on customer experience strategies and management
  • Understanding of startup speed and working environment.
  • Prior experience managing cross-functional teams.
  • Problem-solver: analytical mind that can navigate obstacles on the fly in a logical and rational way.
  • You are an excellent and influential communicator and use data to reinforce your positions and decisions
  • Calmness in the face of a storm.
  • Motivate a team under pressure, with challenging timelines and targets.
  • Capable of delivering against Investor KPIs and ownership of P&L.
  • Highly competitive and have a unique drive to win.
  • Hustler and have no problem getting your hands dirty and doing the gritty work that comes along with the higher-level thinking. You thrive in a fast-paced environment.
  • Understanding of startup speed and working environment.

How to Apply
Please forward your CV and quick summary (one paragraph) on why you’re interested in the position to jobs@sendy.co.ke.

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