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  • Posted: Nov 4, 2019
    Deadline: Not specified
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    Head of Experience

    Job Details

    The Head of Experience is responsible for shaping the experience of customers and captains who interact with SWVL’s transportation platform across all touch-points; delivering an excellent experience for every interaction we have and doing this in the most efficient and lean way possible.

    Responsibilities

    • Represent the customer and captain’s voice.
    • Implement the Experience strategy that is aligned with SWVL’s overall vision, but localized and tailored to the unique needs of local customers & captains.
    • Work closely with Central team to streamline processes and apply best practices and ensure that there is the right balance between localization and centralization.
    • Cascade critical business updates from Central Team to the local team
    • Identify and prioritize customer and captain feedback, potential opportunities, and drive change in the needed areas, working closely with cross functional stakeholders.
    • Develop local customer & captain excellence programs and processes intended to help the organization understand, analyze and create a positive customer and captain experience at every touchpoint.
    • Drive continuous process improvement while advocating customers & captains passionately on to influence the end to end experience and impact retention & growth KPIs positively.
    • Managing stakeholder relationships across the broader business to set the right expectations
    • Drive the metrics to use to evaluate customer & captain KPIs including speed, efficiency, effectiveness, quality, and accuracy.
    • Solve critical business problems and improve experience KPIs through data analytics and trend analysis; and creation of action plans for continuous improvement.
    • Build and lead a high performing team covering Customer & Captain Experience and Fleet Quality Management; that exceed pre-set targets for experience KPIs, by mentoring, coaching and constantly developing them.
    • Lead teams on redefining how customer and captain experience should be run, aligning experience concepts, vision/direction, and related processes
    • Work closely with other verticals of Corporate and Travel to design and continuously enhance the end to end experiences.
    • Responsible for local experience budget, ensuring cost efficient initiatives are applied and proper reporting is processed with Finance Department.

    Qualifications

    • 6 – 8 years managerial experience in a customer-centric environment in the services industry.
    • Fluent in local language and English both oral and written.
    • Excellent communication, presentation and interpersonal skills with great stakeholder relationship management locally and globally.
    • Experience in managing teams, motivating, coaching and inspiring team members to achieve excellent customer/ captain experience.
    • Ability to deal with people from all levels professionally, effective planning, organizing, delegating, and time management skills.
    • Experience and skill in areas such as process development & audit, quality management & training, as well as workforce management and reporting.
    • Know how and experience dealing with different systems and modalities of support and communication.
    • Analytical, data-driven and process oriented; with excellent ability to problem-solve
    • Empathy and passion for customer experience excellence.
    • 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.

    What We Offer

    • Great opportunity to be part of a start-up with a lot of responsibility and independence early on and where you will have an impact on the entire business
    • Make a difference – SWVL is not just another social web app. They are moving real people/assets and changing transportation for the future
    • A strong social and collaborative culture, where your input is not just respected, its expected
    • Attractive compensation package

    go to method of application »

    HR Generalist

    Job Details

    • Oversee a team of Recruiters and assist in talent acquisition and recruitment processes
    • Conduct employee onboarding and help organize training & development initiatives
    • Provide support to employees in various HR-related topics such as leaves and compensation and resolve any issues that may arise
    • Promote HR programs to create an efficient and conflict-free workplace
    • Assist in development and implementation of human resource policies
    • Undertake tasks around performance management
    • Gather and analyze data with useful HR metrics, like time to hire and employee turnover rates
    • Maintain employee files and records in electronic and paper form
    • Enhance job satisfaction by resolving issues promptly, applying new perks and benefits and organizing team building activities
    • Ensure compliance with labor regulations

    Qualifications

    • BA/BSc in Human Resources or relevant Business field
    • Proven experience as an HR Generalist
    • Understanding of general human resources policies and procedures
    • Good knowledge of employment/labor laws in Pakistan
    • Outstanding knowledge of MS Office; HRIS systems will be a plus
    • Excellent communication and people skills
    • Aptitude in problem-solving
    • Desire to work as a team with a results driven approach
    • Additional HR training will be a plus

    Benefits

    • Great opportunity to be part of a start-up offering many exciting challenges
    • Sense of autonomy right from the start
    • Attractive compensation package with multiple perks

    go to method of application »

    Digital Marketing Specialist

    Job Description

    We are looking for a qualified Digital media specialist to join our team. You will lead our marketing efforts using new media and digital tools.

    If you know how to creatively handle various online marketing tools, like websites, podcasts and blogs, this position is for you. You will work with different teams to coordinate our marketing, advertising and promotional activities.

    Ultimately, you should be able to promote our company and increase client engagement.

    Responsibilities

    • Design digital media campaigns aligned with business goals
    • Execute creative concepts and develop digital ongoing creative content.
    • Support and create content for ATL campaigns.
    • Coordinate the creation of digital content (e.g. website, blogs, press releases and social media).
    • Manage end-to-end digital projects
    • Maintain a strong online company voice through social media.
    • Liaise with Marketing, Customer Care and Product development teams to ensure brand consistency.
    • Measure and report on the performance of all digital marketing campaigns.
    • Suggest and implement direct marketing methods to increase profitability
    • Monitor ROI and KPIs
    • Stay up-to-date with digital media developments

    Qualifications

    • Proven work experience as a Digital media specialist or Digital marketing manager
    • Solid knowledge of Photoshop, Final Cut Pro, Premiere Pro or other media editing software.
    • Experience with visual communication principles.
    • Familiarity with web design and content management systems.
    • Excellent analytical and project management skills.
    • An ability to multitask and perform under tight deadlines.
    • Strong verbal and written communication skills.
    • BSc degree in Marketing, Digital media or relevant field.
    • Additional qualification in web design or animation is a plus.
    • Minimum of 3 years of experience in graphic design is required.

    Technical Competencies

    • Create social media marketing campaigns
    • Create social media content
    • Develop creative content
    • Analyze campaigns’ performance and develop insights
    • Write ad copies and articles

    Benefits

    • Great opportunity to be part of a startup offering many interesting challenges
    • Sense of autonomy right from the start
    • Attractive compensation package with multiple perks

    go to method of application »

    Customer Experience Specialist

    The Customer Experience Specialist is responsible for shaping the experience of customers who interact with SWVL’s transportation platform across all touchpoints; delivering an excellent experience for every interaction we have and doing this in the most efficient and lean way possible.

    Responsibilities

    • Represent the customer’s voice.
    • Streamline processes and apply best practices and ensure that there is the right balance between localization and centralization.
    • Cascade critical business updates from Central Team to the local team
    • Identify and prioritize customer feedback, potential opportunities, and drive change in the needed areas, working closely with cross-functional stakeholders.
    • Manage local customer excellence programs and processes intended to help the organization understand, analyze and create a positive customer and captain experience at every touchpoint.
    • Maintain customer relations by reaching out to anyone who has a complaint and making sure that each issue is solved
    • Compile and analyse trends in customer complaints and elevating them to the stakeholders who can fix the issues
    • Drive continuous process improvement while advocating customers passionately on to influence the end to end experience and impact retention & growth KPIs positively.
    • Managing stakeholder relationships across the broader business to set the right expectations
    • Solve critical business problems and improve experience KPIs through data analytics and trend analysis, and creation of action plans for continuous improvement.
    • Timely and thoughtfully reply to all customer comments on all platforms of social media where SWVL Kenya is present (twitter facebook, Instagram)
    • Manage the relationship between customers and captains and report any complaints of captains to the captain support team to keep captain quality optimal

    Qualifications

    • 2- 3 years experience in a customer-centric environment in the services industry.
    • Fluent in Swahili and English both oral and written.
    • Excellent communication, presentation and interpersonal skills with great customer relationship management
    • Empathy and passion for customer experience excellence.
    • Know-how and experience dealing with different systems and modalities of support and communication.
    • 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.

    What We Offer

    • Great opportunity to be part of a start-up with a lot of responsibility and independence early on and where you will have an impact on the entire business
    • Attractive compensation package

    Method of Application

    Use the link(s) below to apply on company website.

     

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