Openings at SWVL

About the role 

As Swvl continues to expand its Intercity services across Kenya and bordering countries, the Swvl team is looking for a motivated hands-on manager who thrives in a fast-paced, cross-functional environment to take Swvl Travel to the next level. As the Travel Operations Manager for Swvl, you will own the performance KPIs and execution of our intercity services in the Kenya region, be responsible for developing and motivating a high-performing operations team, and build a strong network with internal and external partners and continue focusing on expansion strategies. We are looking for an experienced manager with a proven track record of leading matrixed teams and exceeding targets. To be successful in the role, we need a motivated self-starter with an engaging personality and strategic mentality who thrives in a dynamic and fast-moving environment. 

What you’ll do 

• Drive overall business strategy and ensure smooth execution, operations, and profitable business growth of Swvl Travel.
• Explore untapped markets and look for new travel destinations to generate and expand business in Kenya.
• End to end P&L Management to ensure delivery of key company targets.
• Ensure, adapt, and optimize our quality and service standards according to the needs of the Kenyan market 
• Build go-to-market processes, establish performance KPIs, and drive organization and operations effectiveness 
• Work closely with local operations and marketing teams to ensure the successful implementation of strategies and deploy resources to build the Swvl Travel product in several locations.
• Cultivate and maintain deep relationships with both business partners and new prospects.
• Be a subject matter expert in your domain, constantly review the market to determine changing needs.
• Build business models that can optimize the entire route networks and maximize demand in the most efficient manner.
• Liaise with Central Ops, Growth, Product teams to lead city projects.
• Ad-hoc data backed analysis to improve Ops KPIs.

What you’ll need 

• Atleast 5 years of experience in a similar domain/role.
• Experience working with SQL (Big Query) and Advanced Google Sheets
• Experience working effectively with internal and external partners in a constantly evolving, rapid growth environment.
• A portfolio of business achievements growing a customer base and consistently exceeding revenue targets, business objectives, and larger company goals. 
• Enthusiastic and motivational managerial experience established through persuasion – leading by example across all company functions.
• A go-getter, hustler attitude.

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Roles and responsibilities

We are seeking a dynamic, driven and solution oriented individual for the Experience Manager position for our Kenya operations. The role will report to the Head of Operations and the Global Head of Experience. 

Job purpose

The Experience Manager will be responsible for implementing SWVL’s experience strategy tailored to the unique needs of customers and captains. This role ensures a positive experience by the customers and captains at every touch point and that the firm delivers on it’s promise to both the customers and the captains.

In more detail, the areas of responsibility include but are not limited to: 

• Representing the customer voice
• Implementing a Customer Care/Experience strategy aligned with SWVL’s overall vision, but localized and tailored to the unique needs of local customers
• Working closely with the central team to streamline processes and apply best practice whilst ensuring the right balance between localization and centralization;
• Cascading critical business updates from the central team to local team through excellent reporting & presentation during the business weekly reviews 
• Managing performance for external BPO for all target & hygiene KPIs
• Proactively creating a quarterly calendar for obtaining customer feedback, identifying potential opportunities for innovation, and driving change while working closely with all relevant stakeholders.
• Developing local customer excellence programs and processes intended to help the organization understand, analyze and create a positive customer experience at every touch point;
• Driving continuous process improvement to influence the end to end experience of and customers and impact retention, customer satisfaction & rating 
• Managing stakeholder relationships across the broader business to set the right expectations;
• Managing & monitoring all waiver & refunds activities pertaining to the customer 
• Driving the metrics for use in evaluation of customer KPIs such as speed, efficiency, effectiveness, quality, and accuracy;
• Solving critical business problems and improving experience KPIs through data analytics and trend analysis; and creating action plans for continuous improvement;
• Building and leading a high performing team covering Customer Experience and Fleet Quality Management; 
• Leading teams on redefining how customer experience should be run, aligning experience concepts, vision/direction, and related processes;
• Working closely with other verticals such as Corporate, Regular and Travel categories to design and continuously enhance the end to end customer experience; and 
• Collaborate with relevant departments to ensure the delivery of high quality teams Liaise with the global training teams to ensure teams are up to date in terms of skills they need to carry out their duties 
• Preparing and managing the experience budget which provides for cost efficient initiatives 

Experience and personal qualities 

• At least an undergraduate degree in a relevant discipline.
• 5 years’ experience in a customer-centric environment in the services industry.
• Experience in managing teams, motivating, coaching and inspiring team members to achieve excellent customer experience;
• Excellent oral and written communication skills;
• Experience and skill in areas such as customer experience process development & audit, quality management & training;
• Knowhow and experience dealing with different systems and modalities of support and communication;
• Analytical, data-driven and process oriented; with excellent ability to problem-solve; and
• Proven track record of customer experience and operational achievement of pre-defined global KPIs such as CSAT, NPS, contact rate and other efficiency and effectiveness KPIs that directly impact growth through retention of customers.

The following personal qualities are preferred:

• Great stakeholder relationship management locally and globally;
• Effective planning, organising, delegating, and time management skills;
• Empathy and passion for customer experience excellence;
• Self- driven individual with the ability to multitask and handle varied moving parts in a complex and demanding environment;
• The ability to build and maintain highly effective working relationships with a range of people (both internally and externally);
• Strong attention to detail and extremely organised; and
• A commitment to teamwork and working in a professional manner.