Manager at Safaricom Kenya

Brief Description

Reporting to the Head of E commerce, 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

Manager 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

Requirements for the Manager Job

• Degree in a Business related field, preferably marketing with Online Marketing experience
• 3 – 5 years’ experience in online marketing;
• Project management experience
• 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 and must exhibit high degree of ownership and accountability.