Openings at BURN

Duties and Responsibilities:

• Commissioning and performing analysis and research for policies.
• Provide communications to inform key internal stakeholders of policy developments.
• Draft policy papers, letters, or responses to regulators under supervision.
• Stay updated on the latest developments and initiatives in the energy and clean cooking industry
• Collect on-the-ground information that might impact policies.
• Analyze current policy issues and trends.
• Attending stakeholder meetings where matters of policy and legislation are discussed.
• Setting up meetings and consultations with stakeholders and the public.
• Propose policy actions or solutions to supervisors for approval.
• Offer guidance and advice to senior management.
• Support gathering of feedback reviews from management and other stakeholders for policy evaluation.

Skills and Experience:

• Bachelor's degree in a related field such as public policy, or environmental studies
• 2+ years of experience in policy development, implementation, and analysis in the electric power industry
• Knowledge of electric power generation, transmission, and distribution systems
• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills
• Ability to work independently and collaboratively with others.

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Duties and Responsibilities:

• Commercial Strategy:
• Play an active role in the development and implementation of the strategic direction the product should take.
• Define the product B2B and B2C sales strategies.
• Ensure plans are well supported with market research and testing.
• Communicate and collaborate with senior management to insure alignment with other business goals.
• Defining (in collaboration with product management) project objectives, budgets, timelines, and deliverables.
• Identify and develop strategic partnerships.
• Sale Pilot Design:
• Work with the market research team to design and execute pilots to answer key product questions, collect user feedback, and measure product impact.
• Own the sales process definition for research pilots.
• Support pilot design by setting pilot, goals, methodologies, and locations.
• Set goals to reach grant-funded milestones.
• Proactively identify major project risks and develop risk mitigation strategies.
• Problem-Solving: Solve a variety of challenges as they arise in distribution, staffing, partnerships, and financials.
• Team management:
• Implement and lead systems and tools for proper management of direct reports.
• Coordinate team members, procurements, schedules, and tasks to deliver results for project milestones.
• Work together with the project controller (finance) to keep the budget tracking updated.
• Making sure that projects and teams are well structured, and that communication is efficient and effective.
• Managing sales teams to ensure implementation of pilots and sales activities is correctly carried out.
• Coordinate regular project meetings, develop agendas and send meeting minutes.
• Assist with hiring and onboarding new team members.
• Identify staffing needs based on the business strategy.
• Support Product Development:
• Synthesize product specifications and parameters based on market research, lab testing results, and product development goals, as well as develop reports and gate presentations
• Initiate risk and safety analyses of new products.
• Ensure lab testing, electronics development, and market research are answering key product development questions.
• Fundraising and partnership development:
• Assist with building partnerships across the electric and clean cooking sector to support the project.
• Actively initiate and maintain internal and external communication, develop and give presentations for management, grantors, and other external collaborators.
• Assist in identifying and writing grants that are well aligned with Burns’s mission, vision, and capacity.
• Drafting narrative and financial proposals and reports for internal and external use
• When required, represent BURN at conferences and events in Kenya and abroad.

Skills and Experience

• Experience developing business strategies and plans.
• Bachelor or MBA degree, preferably in business, market intelligence, or marketing
• 5 years of experience in project management and demonstrated ability to coordinate complex projects with many stakeholders to deliver results on time.
• Strong analytic/number-crunching background, particularly with sales and marketing data
• High level of comfort working with high-level business clients.
• Excellent written and verbal communication skills in English.
• Enthusiastic, entrepreneurial, a desire to ‘sell for good’ and willing to get your “hands dirty”.
• Experience in identifying and developing B2B distribution partnerships in Ghana.
• Experience managing key accounts across a range of distribution channels.
• Previous experience in market research or M&E.
• Knowledge of the sales and marketing fields in (ENTER TARGET MARKETS), preferably in consumer durables and/or fast-moving consumer goods.

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Duties and Responsibilities:

• Provide on-the-floor support to customer service representatives.
• Generate daily teams’ reports and work schedules.
• Assign daily tasks and activities as directed by the aftersales manager.
• Led the customer care team in special projects and audits.
• Organizing shift schedules for team members
• Monitors operations to ensure adherence to service level standards and department policies and procedures.
• Assist in monitoring the inbound/outbound call queues daily to ensure an optimal workflow and service experience.
• Any other admin and supervisory duties as assigned by the line manager.

Attend to Customer Service Cases using an SMS-based platform and/or customer care phone line:

• Ensure customers are helped to register products.
• Ensure warranty returns and repairs are addressed in line with aftersales SOP.
• Ensure customer queries are directed to the right channel and addressed.
• Lead customer care team in delivering world-class product support and addressing any confusion with use.

Maintain Customer Database & SMS platform.

• Conduct random data checks on EM /CRM and organization/cleaning.
• Conduct basic analysis of customer care statistics and create simple reports.
• Translate or update messaging and responses on Echo Mobile.
• Assist in setting up and modifying automated messaging of the SMS platform

Support & System Improvements:

• Support other departments regarding customer info and service.
• Identify areas for improvement and bring issues to the team’s attention as well as help to follow through with solution implementation.
• Help set up new functionality in the SMS platform.

BURN Ambassador

• Always maintain integrity and be a positive ambassador for BURN
• Strive for continuous improvement in the services that we offer our customers.
• Maintain an open and receptive attitude when receiving feedback and suggestions.

Skills and Experience:

• Excellent verbal communication and interpersonal skills
• Highly organized, punctual, and professional
• Proactive attitude and takes the initiative to problem solve.
• Experience in customer-facing tasks (customer care, direct sales, relation management, etc)
• Working knowledge & experience in using Ms. Excel for data analysis and reporting.
• At least 2 years of direct experience in Team leadership or supervision in a busy Call center.
• Knowledge of BURN products.