Network and Community Lead

What we are looking for

We are looking for someone with operational experience in a high-growth startup to lead our network team with a data driven approach. There are three core responsibilities for the role: Network growth, Network health, and Community.

What does the job involve

• Network Growth:
  • Service Provider Sourcing
    • Strengthen our service provider sourcing process to identify partners across Kenya and for identified ‘network gaps’.
    • Build relationships with key players in the automotive and freight service industry to generate ‘referred’ leads for our service provider network.
  • Onboarding and Recruitment:
    • Manage the field teams to follow a clear service provider onboarding process from the initial “joining pitch”, KYC, and provider skills requirements before proceeding to the testing phase.
    • Explore the introduction of incentive mechanisms for joining the network to attract the best talent.
  • Testing and Quality Assurance:
    • Implement standardized quality controls to ensure the network adheres to our customers’ processes and quality standards on a daily basis.
    • Coordinate regular theoretical and practical testing of our service providers with the Technical Lead.
• Network Health:
  • Gap Analysis:
    • Support management in creating strong monitoring and evaluation dashboards to provide real-time analysis of the network performance (e.g., TATs, geographic and service gaps, incidents…etc.)
    • Create a feedback loop between Network Health and Growth to ensure identified gaps and weaknesses are addressed.
  • Performance Monitoring and Improvement:
    • Establish key performance indicators (KPIs) for ourservice providers which we can use to monitor their performance against service benchmarks.
    • Work with service providers to establish clear channels for feedback.
    • Introduce a quality assurance procedure for service providers to follow (such as clear risk assessment protocols to action before commencing a rescue job) to protect them and our high quality service guarantee.
• Network Community:
  • Build a distributed network of community leaders (nodes) who can represent our interests and act as gatekeepers of the network. “Use the network to build, grow and maintain the network”.
  • Spearhead an engagement strategy to include incentives(such as monthly awards) or perk packages to increase network stickiness and brand loyalty (e.g., micro insurance).
  • Connect our network to opportunities for training, technical assistance, financing and other personal development opportunities. This will help establish us as a leading advocate and supporter of a largely informal network with limited access to such opportunities.

Qualifications

• Bachelor's degree (preferred).
• 4+ years Experience in a high-growth business environment.
• Proven experience in account management, customer relationship management, agent relations or a similar role.
• Strong data analytics and data architecture experience (preferred).
• Strong interpersonal, communication, and negotiation skills.
• Exceptional problem-solving abilities and attention to detail.
• Computer proficiency, including the use of CRM software.
• Fluent English and Swahili (preferred).

Benefits

• Travel allowance
• Airtime allowance