About the Role

You will manage a team of 5 Customer experience officers who will be based in Nyanza, Western, Mt Kenya and Rift regions of Kenya. Daily, you will collate and organise findings from the 5 Customer experience officers on their multiple experiences with Tupande services.

Weekly, you will collate the findings and ensure that each Tupande Customer Journey is tied to a Net Promotor score that represents the customer experience that the Officer underwent in a given week. Weekly, a Customer Experience Journey report will be developed outlining the customer pain points and customer experience successes to the Country Leadership.

You will be based in one of the regions that Tupande operates in i.e. Nyanza, Western, Mt Kenya and Rift Valley. This role will be for 6 months initially with the possibility of extension/contract renewal.

You will be reporting to the Kenya Monitoring, Evaluation and Learning Lead and a dotted line to the Kenya Marketing Lead.

Responsibilities

Project Management

• Work with Business Unit Leads and the Contact Center lead to determine what types of customer journeys the Customer Experience Officers should go on.
• Communicate weekly to all Customer Experience Officers on the selection of the main customer journeys to go on.project-specific specific dashboards, with well-thought-out calendars and clear deliverables.
• Address daily challenges and ad-hoc problems independently, especially regarding all aspects of the Team's performance, given that the Coordinator has complete ownership of the roll-out process.
• Provide comprehensive weekly reports on project management (e.g. survey progress, problems, challenge) related issues to the Monitoring, Evaluation and Learning Lead and the Kenya Marketing Lead.

Budget Management

• Support management in the budget setting by providing information on staff and overhead costs and other budget-relevant information.
• Monitor all of the expenditures of the Team, against the budget, and provide weekly budget reports to management.
• Propose appropriate offset options, in cases where the department has or is likely to overspend.

Human Resource Management

• Reports to Tupande MEL Lead.
• Manage five customer experience officers.
• Train the Customer Experience officers.
• Ensure that the team complies with all HR procedures (e.g. Manager Minimum Standards, PDR, contract, and compensation)
• Oversee the implementation and monitoring of the team's HR-related policies.

Reporting

• Analyse findings from the Customer Experience Journey the Officers go on to determine the relevant Net Promoter Score (NPS), the customer journey pain points and success.
• Prepare weekly reports to be shared with Tupande leadership on the current state of the Tupande Customer journey.
• Flag any violations of Tupande policies uncovered to the relevant department.

Career Growth and Development

We have a strong culture of constant learning and we invest in developing our people. You’ll have weekly check-ins with your manager, access to mentorship and training programs, and regular feedback on your performance. We hold career reviews every six months and set aside time to discuss your aspirations and career goals. You’ll have the opportunity to shape a growing organization and build a rewarding long-term career.

Qualifications

Across all roles, these are the general qualifications we look for. For this role specifically, you will have:

• Possess an Undergraduate degree preferably in Marketing/Market Research.
• At least 2 year experience of Market Research field management and data processing and analysis.
• Project planning, management, and execution experience;
• At least 1 year of experience in managing a field team.
• Proven communication in English both written and spoken.
• Proven use of Microsoft Office suite or google sheets and docs.
• Language: English, Kiswahili required.

Preferred Start Date

As soon as possible