Vendor Experience Analyst at Safaricom Kenya

Brief Description

Reporting to the Head of Ecommerce, the Vendor Experience Analyst will ensure an excellent customer experience end to end. Analyzing, understanding and executing constant improvements to the online/onsite and offline experience. Ensure an excellent vendor experience,supporting variety of touch points across our platform, from on boarding to execute commercial/operation plans.

Responsible for the VNPS and NPS of the department, ensuring the right communication to the rest of the team and constantly exploring improvements to the KPIs

Vendor Experience Analyst Job Responsibilities

• Ensure an excellent customer experience from end to end. Analyzing, understanding and executing constant improvements to the online/onsite and offline experience
• Ensure an excellent vendor experience, supporting the variety of touch points across our platform, from on boarding to execute commercial/operation plans.
• Responsible for the VNPS and NPS of the department, ensuring the right communication to the rest of the team and constantly exploring improvements to the KPIs.
• Improve the customer experience based on feedback from customers,internal stakeholders and recommend remedial practices
• Initiate and manage projects in order to meet the company strategy
• Perform quality checks and monitor customer satisfaction KPIs and drivers
• Training new and existing vendors on howto be successful and use of the platform. Create relevant training materials for vendors and teams
• Build a community of vendors to maintain the existing vendor base – Through communication events
• Improve the current vendor experience based on feedback from various sources
• Perform quality checks on processes and systems to ensure vendor satisfaction
• Monitor vendors to ensure they fulfill order within SLA without cancellation
• Solve vendor issues such as they arise eg systems, content creation and reconciliation or escalating to the relevant departments.

Requirements for the Vendor Experience Analyst Job

• Degree in a Business related field, preferably marketing with Online Marketing experience
• 3 – 5 years’ experience in digital content management
• Project management is a plus
• Understanding of e-commerce on-boarding requirements
• Experience in WordPress or content management system, 3 years hands-on experience on managing e-commerce websites
• Solid experience of how to structure &optimize content for web
• Must be willing and able to accommodate flexible work schedule during critical business periods.
• Must exhibit high degree of ownership and accountability.
• 3 years of community management