Overview
Salary: Competitive.
Location: Nairobi, Kenya.
Client Description – Our client is one of Kenya’s largest networks of mechanics, tow trucks, and
spares shops geared toward supporting the commercial and logistics sector. They provide
roadside assistance and emergency repair services along all major trade routes, cutting fleet
downtime, operational admin burden, and cost for fleets across the country.
Role description – As a Network Analyst, you will be responsible for not only supporting the
growth of the network, but also building and maintaining quality controls and standards among
all our service providers, building community, and using the network as a vehicle to deliver
positive social impact. There are three core responsibilities for the role: Network growth,
Network health, and Community.
Responsibilities
i.) Network Growth
- Service Provider Sourcing: Strengthen our service provider sourcing process to identify
partners across Kenya and for identified ‘network gaps’. - Onboarding And Recruitment: Join the field teams to support service provider
onboarding process; from the initial “joining pitch”, KYC, and provider skills requirements
before proceeding to the testing phase. - Testing And Quality Assurance – Monitor the implementation of standardized quality
controls to ensure the network adheres to our customers’ processes and quality
standards on a daily basis.
ii.) Network Health
Gap Analysis
- Support the Network team lead in creating strong monitoring and evaluation
dashboards to provide real-time analysis of the network performance (e.g., TATs,
geographic and service gaps, incidents…etc.) - Monitor feedback loops between Network Health and Growth to ensure identified gaps
and weaknesses are addressed.
iii.) Performance Monitoring and Improvement
- Track key performance indicators (KPIs) for our service providers which we can use to
monitor their performance against service benchmarks. - Work closely with service providers to establish clear channels for feedback.
- Ensure SPs are aware of and following quality assurance procedures (such as clear risk
assessment protocols to action before commencing a rescue job) to protect them and
our high- quality service guarantee.
iv.) Network Community
- Support an engagement strategy to include incentives (such as monthly awards) or
company perk packages to increase network stickiness and brand loyalty (e.g.,
microinsurance). - Our network to opportunities for training, technical assistance, financing and other
personal development opportunities. This will help establish the company as a leading
advocate and supporter of a largely informal network with limited access to such
opportunities.
Qualifications
- Bachelor’s degree (preferred).
- At least 4 years of experience.
- Proven experience in account management, customer relationship management, agent
relations or a similar role. - The candidate must have a large network of garages, qualified and trained mechanics,spare part shops and vehicle service centers.
- Strong data analytics and data architecture experience (preferred).\
- Prior experience in working for high growth start-ups.
- Strong data analytics and data architecture experience (preferred)
- Strong interpersonal, communication, and negotiation skills.
- Exceptional problem-solving abilities and attention to detail.
- Computer proficiency.
All qualified and interested applicants to share their CVS at [email protected] with
the subject head “Network and Community Lead” by latest Monday 7th October 2024.