Vacancies at BURN

About the role

• BURN is seeking a Regional Sales Manager (RSM) for Coastal Kenya to drive market expansion, increase product penetration, and strengthen its sales operations in the region. The RSM will be responsible for developing and executing strategic sales plans, managing a team of sales agents, building strong relationships with distributors and retailers, and ensuring revenue growth. Given Coastal Kenya’s unique market dynamics, including high demand for clean cooking solutions and the need for localized sales strategies, this role is crucial in scaling BURN’s impact, increasing adoption of its products, and driving sustainable business growth in the region.

Duties and Responsibilities :

• Responsible for Team leaders and agents in the assigned zone to drive quality sales as per the set forecast
• Communicate to agents and customers on company policies and procedures
• Stock management: stocks with agents specifically to minimize loss
• Reporting on key activities in the field: sales, financial reconciliation, data entry by agents, stock levels, verification and creditability of data
• Training team leaders, agents and customers on the relevant business procedures
• Sales target management including team leader and agent recruitment
• Work closely with warehouse officers and logistics providers to ensure timely delivery of products to the sales agents.
• Identify and develop new distribution partnerships targeting wholesalers, retailers, financial institutions, corporations, government institutions, and NGO’s.
• Regional performance reporting including team performance to target
• Gather critical market information on the improved cookstove sector, BURN’s distribution partners, competitor activity, and other key areas of the market.
• Market visits and travel as required by the business
• Other assigned tasks as per the business requirements.

Skills and Experience:

• Bachelor’s degree in business administration or any other relevant field
• Minimum of 3 years of experience in sales
• Strong organizational and multitasking abilities.
• Communication skills in both written and spoken English and Swahili
• Based within or willing to relocate to the assigned zone

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About the Role:

The Head of Aftersales – Electric is pivotal in overseeing seamless after-sales service delivery. This position focuses on maintaining and enhancing customer usage of the ECOA IC through strategic leadership, operational excellence, and team management. The role involves establishing efficient systems and processes while fostering a customer-centric culture to ensure customer retention. The ideal candidate will combine strong customer focus with technical understanding and commercial acumen, excelling in a target-driven environment to deliver exceptional service and sustainable growth.

Roles & Responsibilities:

Strategic Leadership:

• Develop and implement a comprehensive Aftersales Strategy aligned with business growth objectives and customer needs.
• Establish optimal ratios of customer base to swap centers, ensuring accessibility and convenience for customers.
• Design and operationalize robust policies and processes to streamline after-sales operations across all regions.
• Lead a proactive, dynamic planning process to align operational capacity and team capability with organizational goals.
• Identify and implement opportunities for efficiency and profitability improvements within the department.
• Ensure seamless coordination with internal teams and external partners to implement efficient processes and achieve key success metrics, enhancing customer satisfaction and retention.

Team Management:

• Lead, mentor, and manage a diverse Aftersales team, including country aftersales team, close looping team, ticketing team
• Set clear, measurable targets and KPIs for team members to drive accountability and performance.
• Recruit, train, and resource regional and in-country Aftersales teams to meet expanding business needs.
• Foster a culture of continuous improvement, collaboration, and innovation within the team.

Operational Excellence:

• Ensure all warranty and swap work complies with established processes, delivering reliable and consistent service to customers.
• Manage technical support escalations/tickets, providing timely and effective solutions for internal and external clients.
• Drive swap process adherence and flag any breaches to owners for resolution.
• Develop innovative solutions to design challenges, balancing cost, quality, and performance constraints.

Communication Skills:

• Strong verbal and written communication skills, with the ability to effectively liaise with stakeholders, negotiate with partners, and provide clear direction to teams.

Customer Focus:

• Establish a robust feedback mechanism to gather and analyze customer insights/Voice of the customer, driving service improvements and innovation.
• Ensure exceptional service levels by minimizing turnaround times and enhancing swap process
• Build strong relationships with customers, fostering loyalty and long-term engagement with ECOA products.

Key Performance Indicators (KPIs):

• Swap Speed: Time taken from claim initiation to swapped product delivery.
• Swap Accessibility: Maintain an optimal ratio of Swap locations to the regional customer base, ensuring customers can easily access service.
• Swap Quality: TAT, failure rates, and customer complaints.
• Customer Effort: Steps/time to file claims and ease of process feedback.
• Customer Satisfaction: CSAT surveys, complaint trends, and NPS.
• Cost of Swap: Average cost per swap and actual vs. budgeted costs.
• Swap Backlog: Monitor and reduce the volume of pending swap requests
• Daily Stock Metrics: Swap stock levels, items in transit, and warehouse inventory.
• Process Time: Stage-by-stage timing from claim to warehouse delivery.
• Forecasting: Predict swap stock needs using trends and seasonal factors.
• Swap Stock Issues: Faulty swapped items and returns analysis.
• Repossessed Stock: Reuse rates of returned products vs. swap needs.
• Real-Time Tracking: Documentation compliance and process accuracy.
• Operational Costs: Warranty and aftersales cost monitoring.
• Reporting: Metrics for wins, gaps, and support needs.
• Self-Audits: Internal checks to ensure compliance and efficiency

Skills and Experience:
Education:

• Bachelor’s degree in a relevant field such as Business Administration, Business Management, or a related technical discipline.

Experience:

• 5-7 years experience, including a minimum of 4 years in a similar leadership role.
• Proven success in managing after-sales services within a target-driven environment, experience in the PAYGO will be an added advantage.
• Demonstrated experience in process improvement and change management to enhance operational efficiency.

Skills and Competencies:

• Leadership: Strong leadership and people management skills, with the ability to inspire and drive high-performing teams.
• Customer Focus: Exceptional ability to understand and address customer needs, building long-term loyalty.
• Communication: Excellent verbal and written communication skills, with the ability to interact across organizational levels.
• Analytical Thinking: Strong analytical skills for data interpretation, reporting, and decision-making.
• Technical Expertise: Familiarity with technical product manuals, engineering diagrams, and swap processes.
• Software Proficiency: Proficient in Microsoft Office Suite and Customer Relationship Management (CRM) software.
• Organizational Skills: Ability to manage multiple projects and priorities effectively, ensuring timely delivery of objectives.
• Experience in setting up and managing swap centres.
• Background in implementing training programs and evaluating their effectiveness.
• Familiarity with health and safety regulations related to technical & swap environments.
• Results-oriented with a strong drive to meet and exceed performance expectations.
• Inquisitive mindset with an eye for detail, striving for innovation and continuous improvement.
• Passion for social enterprise, environmental sustainability, and people development.
• High level of discretion and confidentiality in handling sensitive information.
• Ability to work independently and collaboratively in a fast-paced environment.

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About the Role:

• The  IT Project Manager will plan, organize and implement IT and ERP projects across BURN; in Kenya and subsidiary countries. The main duties will include coordinating production releases, roll-outs, budgeting and reporting on projects’ progress and results. The resource will work closely with the IT Director, ERP Manager and IT Manager to drive multiple IT & ERP projects across BURN.

Duties and Responsibilities:

• Prepare estimations on scope, budget, timeframe, and quantity of resources required to successfully implement a project
• Coordinate the preparation of initial scope and statements of work and RFI, RFQ, RFP selection process where external vendors are involved
• Act as a Single Point of Contact [SPOC] for assigned projects and manage the various project workstreams; he will also act as the  gate keeper between Development and Support teams
• Ensure that partners,  vendors and 3rd parties deliver their respective responsibilities and tasks
• Manage Projects Lifecycle Management [SDLC] including: Goals-Requirements-Scope-Estimation-Resourcing-Budgeting-VendorSelection-RFI/RFP/RFQ-Initiation-Analysis-Design-Development-Testing-Guides-Training-Support-LessonsLearned-CSI-Loopback
• Identify and manage project risks, dependencies and flag major issues early, resolve problems
• Establish Project Team structure engaging representatives from business and operations, run daily stand-ups, weekly PM coordination meetings, monthly project steering committees
• Engage Product Owners, Business/Product/Process Analyst, UX/UI Designer, Software Developers, Infrastructure/DevOps and QA/Testers to act as one orchestrated product delivery team
• Investigate complex issues of production delivery, execute root cause analysis, establish a fix solution and push it through required steps as required
• Prepare and communicate projects status reports, automate and structure project wiki contents
• Prepare and orchestrate execution of Unit tests, SIT tests,  CX/UX/UI test, UAT tests, Integration tests, Smoke (pre-Go-Live) tests
• Manage the preparation of user training (Product Manual) and support service training (Service Support Manual), manage the execution of readiness training sessions internally
• Prepare go-live release calendar with backup dates, ensure post-production support on standby
• Organise internal project experience sharing and continuous Projects Delivery Process Improvement

Requirements, Skills and Qualifications:

• Project Management
• Project Delivery Lifecyle (SDLC)
• Project Planning and Economics: Scoping, Estimation, Budgeting, Cost Control, Resourcing
• Project Team Management and Resource Allocation, Capacity and Demand
• Project Communications, Risks-Issues-Dependencies, Dashboard and Status Reporting
• Vendor Selection and Vendor Management is not essential but is a plus

Experience:

• Minimum 4+ years’ experience delivering projects in system integration, ERP, software development; ideally Project Management delivery within manufacturing or financial services sectors. Experience with Digital products will be an added advantage
• Minimum 3+ years of experience in Project Estimation, Planning, Delivery Management
• Experience in facilitating product delivery workshops with internal teams and vendors
• Good Project Management skillset and experience with PM tools (MS Project, Atlassian Jira, Confluence, Word, Excel, PowerPoint, SharePoint, Basic estimation and status reports)
• Ability to work on several projects simultaneously, plan, prioritise them, engage multiple teams
• Ability to establish good working relationships with internal colleagues, partners and vendors, plus the ability to work effectively as a virtual member of a dynamic and geographically dispersed teams to orchestrate efforts and meet delivery deadlines
• Ability to scope, plan, control design-and-development projects using Agile, Waterfall or Hybrid methods and working with a mix of teams in multiple locations
• Familiar with and capable of delivering proof-of-concept(PoC) trail product based on requirements catalogue, collecting full set of functional requirements, and facilitating selection of optimal base solution
• Team leadership and stakeholder management, handling challenges and taking responsibility
• Very good communication, presentation, organisational and planning skills
• Strong people skills, people engagement and project delivery focus
• Ability to bring colleagues together, inspire internal stakeholders, and foster a sense of team
• Comfortable addressing complex functional requirements and working under pressure with tight deadlines
• Ability and openness to build knowledge about existing and new cards and payment products and technologies as well as lifestyle management and e-commerce solutions
• Yes-I-will-do-it attitude doer personality, striving for professional excellence and successful completion of delivery projects
• Enthusiastic, positive, self-motivated, multitasking, reliable to deliver, quick-thinker, able to drive work in a young fast-paced multi-project work environment
• Responsible, with strong attention to detail, very structured and well organised