About the role

• Maisha Meds is looking for an experienced Country Manager to join our team and lead the Kenyan country team. Our current Country Director is moving internally to the osition Government Relation & Policy Advisor.  The Country Manager will responsible for acquisition and retention of pharmacies using the Maisha Meds platform in Kenya.  The Country Manager will also be spearheading efforts for adoption of the reimbursement programmes across our Kenyan market. We’re currently at 900 facilities in Kenya with an ambitious vision for growth in the next few years.
• The Country Manager will manage a  30+ person team including  managers,  sales agents and  customer experience associates. The team is spread across  Nairobi, Kisumu and Mombasa. The ideal candidate will have had experience as an outstanding people leader with a proven track record of leading both the sales and customer experience strategy and operations at country level.
• This role is based in Nairobi or Kisumu. You will report directly to the COO for this role, and provide indirect supervision of various team members based on the active portfolio.

Responsibilities

• Owning the Growth & Sales strategy 
  • You’ll be responsible for planning & strategy, you’ll own the go-to-market strategy, you’ll plan who’s doing what, projected P&L and what your market and team will achieve
  • Identify trends, risks and improvement opportunities on a local level that may impact the business
  • Identifying new regions in Kenya for expansion
  • Managing your sales team – you’ll be leading the Sales Manager and their consultants – coaching, developing and driving them to meet the country goals. Lead the team to smash country sales targets
  • Spearhead the adoption of reimbursement programmes across the Kenyan market and implementing strategies to increase usage and engagement by our facilities.
  • Partnership management – identifying potential local partners that could unlock growth and defining deals with them.
  • Collaborating with Growth team to run experiments to unlock big levers of growth
  • Key metrics: # new facilities, #active partnerships, # acquired per channel (sales from door to door, referral, etc),  MoM growth ,  # patients served via reimbursement programmes % facilities that are highly engaged with our reimbursement programme
• Defining, leading and operationalising the customer experience strategy across Kenya. 
  • Defining an effective and efficient outbound and inbound customer experience strategy – how should we engage our customers and ensure they continue to use our products and programmes?
  • Developing a deep understanding of who our ideal customers are and what behaviours indicate loyalty. Designing operational interventions to encourage these behaviors.
  • Actively tackling facility churn
  • Leading team of field CX associates who work tirelessly to support Maisha Meds customers, troubleshooting their issues, educating them how to use our products and programmes more effectively
  • Key metrics: # active facilities on platform # active facilities on our reimbursement programme # facilities churning, compliance rate with the reimbursement programme
• People management of the Kenyan Country team 
  • Coaching & Training your team, you’ll be mentoring and improving them every day, performance managing them and taking them to new levels and developing their careers at Maisha Meds
  • Recruiting for and building out your team.
  • Key metrics: eNPS score, employee turnover
• Collaborating with other departments
  • Sharing knowledge and learnings with other Country Managers
  • Work closely and give market feedback to the Product team and how we should develop – you’ll be seeing and hearing what businesses need, so you’ll be an essential voice to our product teams
  • Sharing in depth knowledge of the Kenyan market with the BD/ Strategy team.
  • Working closely with the Director of People Ops to roll out people related initiatives across the team in Kenya

Qualifications

• You have 7+ years of experience in an operations management or general management role, bonus points for experience in the health sector or a fast growth tech up.
• Strong experience in owning the customer experience strategy for a large portfolio of customers, ideally in a B2B context.
• An proven track record of leading a team to hit sales targets
• Leadership experience, drive, and willingness to mentor others on the team; experience in remote management a plus
• Adaptability to a fast-paced working environment
• Strong problem solving and interpersonal skills
• Growth mindset and enthusiasm for learning, feedback and continuous improvement
• Humility and personal stability. We are looking for passionate professionals that combine strong leadership skills with good humor, patience, and a humble approach to service
• Ability to roll up one’s sleeves and directly move projects forward
• Kenyan country national
• You have a Bachelor’s Degree in Business, Health, Economics, Finance