Description
Who You Are
You are a process-oriented, data-driven operations & logistics manager who is ready to roll up your sleeves, join a passionate team, and build a business at light speed while tackling the large Nigerian parcel shipping market.
You not only possess a rare combination of analytical thinking, creative problem solving, detail orientation and interpersonal skills, but can also drive a core part of our business: making sure our amazing services are available and perfectly executed to our customers conveniently and seamlessly.
What You'll Do
Assist the COO in setting the customer experience goals for the business as part of the annual performance assessment.
Develop and deploy the company’s CX strategy, including characterization of strategic customer segments, systematic collection and application of customer experience insights for strategic advantage and growth.
Coordinate the various roles associated with CX management throughout the company, minimizing silos of systems, data, assumptions, hand-offs, performance and customer touch-points.
Establish and roll-out the company’s CX maturity roadmap for holistic management and incremental sophistication as internal capabilities increase and external expectations evolve.
Develop an efficient portfolio of CX insights and analytics that provide an integrated single view of each customer, a 360-degree view of customer experience for each segment.
Develop recognition for formal and informal collaboration that resolves issues, prevents issues, and creates value for internal and external customers.
Develop and deploy systematic actions on CX insights by cross-functional representatives, to prevent recurrence of issues and to create new mutual value associated with key drivers of customer lifetime value.
Ensure ongoing skill development and capability-building within the CX management roles and among employees at-large for customer-focused communication, customer experience improvement and innovation, and alignment with customer expectations.
What You'll Bring
BA / B.Sc Degree in any relevant field or equivalent practical experience.
MBA degree or equivalent will be an added advantage.
8+ years of experience CX management.
3+ years of experience managing or supervising multiple CX roles previously
Certified Customer Experience Professional (CCXP).
Strong background in customer research and analytics techniques, customer strategy, process improvement, and performance management.
Track record of frequent personal interactions with customers.
Tech-savvy in evolving technologies.
Experienced in navigating ambiguity and change with an entrepreneurial mind-set.
Natural leader with the ability to motivate and lead a team, even indirect reports
Ability to take initiative and be flexible in a constantly-changing work environment
Life at Kwik
Join a diverse, passionate & driven team of all backgrounds
Casual work environment
Comprehensive health benefits to fit your needs
Competitive salary
go to method of application »
Who You Are
You are a process-oriented, data-driven operations & logistics manager who is ready to roll up your sleeves, join a passionate team, and build a business at light speed while tackling the large Nigerian parcel shipping market.
You not only possess a rare combination of analytical thinking, creative problem solving, detail orientation and interpersonal skills, but can also drive a core part of our business: making sure our amazing services are available and perfectly executed to our customers conveniently and seamlessly.
What You'll Do
Own day-to-day operations, employee management, and constant margin evaluation of delivery operations, communicating business status and progress to the COO
Own our fleet operations team, including external delivery partners and all internal operations, while working alongside our Sales, Marketing & Engineering on strategy and delivery timelines
Enable efficient and accurate schedules/routes, which minimize drive times and mileage
Provide accurate and timely operational and financial reporting while holding delivery team accountable to KPIs & Quality of Service Metrics
Use data to drive improvements to delivery operations and ensure high-quality customer experiences, delivery protocols, driver support and best practices
Work to minimize costs, improve services and process efficiencies
Motivate, coach and mentor staff on all levels.
What You'll Bring
BA / BS Degree in Engineering, Transport Management, Operations or Analytics, or equivalent practical experience.
5+ years of experience managing transportation operations to ensure lowest-cost and on-time delivery
3+ years of experience managing relationships with partners or 3PLs
Strong understanding and experience of developing and managing metric-orientated logistics processes and the ability to measure, analyse, improve, control and take ownership of the delivery processes.
Experience in managing fleet 2 wheels & 4 wheels
Ability to effectively manage hourly employees
Natural leader with the ability to motivate and lead a team, even indirect reports
Ability to take initiative and be flexible in a constantly-changing work environment
Excellent communication skills
Strong knowledge of excel / google sheets and ease with a variety of tech platforms, including accounting and reporting
Life at Kwik
Join a diverse, passionate & driven team of all backgrounds
Casual work environment
Comprehensive health benefits to fit your needs
Competitive salary
go to method of application »
Who You Are
You are a process-oriented, data-driven operations & logistics manager who is ready to roll up your sleeves, join a passionate team, and build a business at light speed while tackling the large Nigerian parcel shipping market.
You not only possess a rare combination of analytical thinking, creative problem solving, detail orientation and interpersonal skills, but can also drive a core part of our business: making sure our amazing services are available and perfectly executed to our customers conveniently and seamlessly.
What You'll Do
Own day-to-day operations, employee management, and constant margin evaluation of delivery operations, communicating business status and progress to the COO
Own our operations team, including external delivery partners and all internal operations, while working alongside our Sales, Marketing & Engineering on strategy and delivery timelines
You will help launch and ultimately be responsible for the financials and operational health of the hubs.
Enable efficient and accurate schedules/routes, which minimize drive times and mileage
Provide accurate and timely operational and financial reporting while holding delivery team accountable to KPIs & Quality of Service Metrics
Use data to drive improvements to delivery operations and ensure high-quality customer experiences, delivery protocols, driver support and best practices
Work to minimize costs, improve services and process efficiencies
You will build and train your team, develop best practise and ensure the hub is a healthy, happy, efficient working site.
What You'll Bring
BA / BSc Degree in Engineering, Finance, Operations or Analytics, or equivalent practical experience.
7+ years of experience managing transportation operations to ensure lowest-cost and on-time delivery
3+ years of experience managing relationships with vendors
Strong understanding and experience of developing and managing metric-orientated logistics processes and the ability to measure, analyse, improve, control and take ownership of the processes.
Experience in managing customer service
Ability to effectively manage hourly employees
Natural leader with the ability to motivate and lead a team, even indirect reports
Ability to take initiative and be flexible in a constantly-changing work environment
Excellent communication skills
Strong knowledge of excel / google sheets and ease with a variety of tech platforms, including accounting and reporting.
Life at Kwik
Join a diverse, passionate & driven team of all backgrounds
Casual work environment
Comprehensive health benefits to fit your needs
Competitive salary
Related search
