Kenya Digital Channels and Product Specialist at One Acre Fund

ABOUT THE ROLE

Kenya Digital Channels and Product Specialist: you will oversee and manage the operations of client products and the development and improvements of self-service channels for farmers.

Past client products include farmer insurance, used by 600,000+ customers since 2018, and solar home system, used by 50,000+ customers. Our client self-service platforms are USSD, 2 way SMS, Chatbot, and Online platform, with over 3 million sessions each month and a budget of 500,000USD. 

You improve processes; coordinate with Business Operations departments and other One Acre Fund-Kenya teams; and manage staff within the Product and Channel unit to deliver excellent customer experiences. You will report directly to the Business Operations Product and Channel Lead.

RESPONSIBILITIES

• You will manage the portfolio of Digital Channels and Products at One Acre Fund
• You will directly manage the operational aspect of your work stream with 2 staff, a Client Products Coordinator and Digital Channels Coordinator

Operationally you will be expected to:

• Set up each of the Digital Channels (USSD, 2 Way SMS, Chatbots) to offer the best experience to our clients
• Monitor the performance of the channels against industry best standards and internal goals and service-level agreements
• Ensure you have first-hand information on client experience through field visits
• Work to improve our customers' experience
• Prepare reports and analysis for management and suggest recommendations
• Work with your manager to identify high impact technology, process or creative interventions
• Evaluate the impact against the cost
• Develop business cases for new workaround and investments for better performance and higher adoption.

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:

• Bachelor's degree
• 2+ years of professional work experience, or successful entrepreneurial experience in client self-service channels i.e USSD, 2 way SMS, and Chatbot is required
• Advanced skills in Microsoft Excel and financial modeling
• Language: English & Kiswahili are required for this role

PREFERRED START DATE

Due to the ongoing Covid-19 pandemic, start dates can vary significantly by role. We are adapting rapidly to Covid-19 and most of our team is now working remotely. Given the changing environment, we will appreciate your flexibility in confirming a start date.