Career Opportunities at KOKO Networks

JOB SUMMARY

The Marketing Manager is responsible for developing and executing  consumer centric marketing plans geared towards the development, growth and retention of our expanding consumer base in Nairobi.

Job Responsibilities

• In liaison with the executive team, develop and execute an effective marketing strategy that delivers on the set business objectives
• Prepare, manage and monitor short term and long term marketing budgets
• Design, plan and execute consumer marketing strategies, by neighbourhood for greater Nairobi.
• Define success metrics, monitor campaign spending, and proactively make recommendations about how to optimize campaigns and investment across channels.
• Coordinate and provide guidance on the development and execution of all activities and campaigns geared towards brand strength and endearment across all platforms
• Implement BTL / offline marketing campaigns.
• Utilize market research data to anticipate consumer/competition trends, assess strategic implications & optimize business potential
• Ensures annual marketing plans are prepared on time and that they remain aggressive/focused to achieve annual & long-term business objectives
• Convene regular action/progress review meetings where the head of consumer marketing is updated to ensure milestone plans for activities in the year are achieved on time
• Lead the client/agency relationship and challenge agency to ensure best possible output on the brand
• Ensure brand visibility across all engagement platforms including KOKO Networks agent outlets
• Regularly review and deepen the understanding of the consumer and SME in Nairobi, including mass-market Nairobi (e.g. informal settlements)
• Build and maintain relationships with all stakeholders such as media, suppliers and customers
• Drive the performance of the marketing team through guidance, motivation and performance management

Qualifications Required

• Bachelor’s and/or master's degree in business, marketing or related field
• Experience in the FMCG or project driven organizations is desirable
• At least 5 years experience in a similar role
• Experience with multimedia, digital marketing strategy, content production and evaluation
• Go getter personality with deep enthusiasm for consumer marketing
• Self driven individual with a passion for brand excellence
• Up-to-date with the latest trends and best practices in consumer marketing and measurement
• Experience in identifying target audiences and devising marketing campaigns that engage, inform and motivate high acquisition and return on investment
• Excellent leadership  and communication skills, MS office and digital marketing savvy

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Job Summary

KOKO Networks is looking for a Head of Research to lead the Customer Research team in developing a quality insight strategy to help drive retention and acquisition of customers in our customer driven organization. This person will provide strategic support in order to promote the profitable growth of the company by providing information that will aid in decision making to drive business strategy in the various business units (Customers, Market and Agent). The Head of Research will foster and advocate for the proper usage of research methods (qualitative, quantitative, and secondary research methods) that help the company understand the marketplace and its customers, and ultimately lead to more profitable business for the company.

Job Responsibilities

• Provide thorough understanding of consumer behaviour and choice by helping KOKO Networks understand how consumer behaviour and choice drives value. This involves reviewing customer data for trends, patterns and causal analysis to assist in understanding customer’s activity.
• Generate consumer insights which inform the innovation and product development process, allow for alteration of various campaigns (sales, customer care) and build greater engagement and loyalty with our customer base.
• Contribute to brand, sales, marketing and product strategy formulation as well as supporting the development of key strategic initiatives for KOKO Networks
• Select the most appropriate research methodology and techniques as well as designing qualitative and quantitative research plans. Work with research team to scope and undertake research (ethnographic and focus group) which helps develop consumer insights and allows us to understand customer behaviour.
• Work effectively as part of the broader customer care, sales, marketing and strategy team.
• Provide insight and understanding which will improve the timeliness and quality of commercial decision making.
• Distil complex research or analysis into simple and compelling recommendations for management.
• Build a capable team that can undertake research and do analysis.

Qualifications Required

• A minimum of five years within customer/market research
• Experience with a wide array of product, brand, advertising and customer satisfaction research methodologies
• Experience of conducting mixed-method research with strong quantitative or qualitative background, and competent in measurements of sensitive issues
• Exceptional written and oral communication abilities
• Strong analytic skills with experience in statistical modelling and analysis
• Proficient with Excel, PowerPoint, and SPSS/SAS
• Bachelor's or advanced degree in business, statistics, mathematics or the sciences
• Extensive project management experience with proven ability to organize and coordinate multiple projects simultaneously and meet deadlines
• Ability to work in a fast paced environment, adapt easily to changing situations and demonstrates flexibility in juggling priorities
• Ability to think differently and challenge convention if it creates greater customer value.

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Job Summary

KOKO Networks is looking for a Customer Experience Manager (CEM) who will leverage customer insight and collaborate with internal departments to define Customer Experience Strategy, and design and implement differentiated customer experiences and KPI’s to drive competitive differentiation, measurable customer satisfaction, and financial results. The CEM will address and resolve issues related to assessing how the sales, customer success, and service entities work together with operations to deliver a seamless consistent customer experience at every touch point.

Job Responsibilities    

• Work with each department to define a future state vision for the customer experience, and developing strategies aligned to that vision.
• Work with each department to understand/define/refine the customer experience and develop KPI’s based on insight into customer behaviors.
• Translate KPI’s into business rules that define how each type of interaction should be handled for each Customer situation.
• Work with each department to identify the people, process, and technology capabilities required to deliver desired customer experiences in market, and then plan for the implementation of those experiences.
• Analyzing customer feedback and behavioral information to understand why customers are satisfied/dissatisfied, along with their attitudes, motivations etc. to develop deep insights into customer needs and behaviors.
• Designing customer experiences that reflect the customer strategy, enhance satisfaction, and are profitable.
• Train the Customer Service team on the customer experience process, tools, and rules of the road.
• Identifies potential improvements or content clarifications to call/email/ecommerce models and monitoring forms.
• Executing Customer Experience assessments and gap analyses.
• Scope, plan, track budget for producing the Customer Experience Lifecycle, touch-point Maps and Interaction points
• Provides actionable data to various internal support groups as needed and on time.

Qualifications Required

• Bachelors Degree
• 6 years’ experience with Customer Experience program management skill
• Demonstrated ability to drive across functional teams worldwide, including business and technology teams.
• Ability to analyze quantitatively, problem-solve, and scope business requirements.
• Excellent speaking-listening-writing skills, attention to details, proactive self-starter.
• Ability to build and give presentations to multiple levels within business as a storyteller
• Strong data analysis skills