Role summary:

We are looking for an Operations Associate who will join our team in Nairobi County, Kenya. They will manage daily operations with our 3rd party delivery partners therefore fostering customer satisfaction, advocating product knowledge, and driving customer success strategies. They will ensure success in the completion of last mile deliveries to our cus via our partners.

Daily Responsibilities:

Operation Management:

• Manage relationships with Leta’s business partners and onboard new partners.
• Lead operations teams, prioritizing safety, and resource allocation to meet both driver and customer demands effectively.
• Manage daily business operations, ensuring optimal performance across categories.
• Monitor key performance metrics and reduce operational costs.

Customer Relationship Management

• Seamlessly onboard new enterprise customers, ensuring they harness the full potential of our offerings.
• Construct and nurture enduring relationships with key operators in our B2B customer base.
• Leverage your existing network and industry knowledge to strengthen Leta’s position in the logistics and supply chain domain.

Product Knowledge & Advocacy:

• Maintain an exhaustive grasp of our products/services to offer customers top-tier support and insights.
• Gather customer feedback diligently, channeling it towards product and service enhancements while championing customer needs within Leta.

Customer Success Strategies:

• Innovate and enact plans amplifying product adoption, engagement, and overarching satisfaction.
• Devise strategies to diminish churn and pinpoint lucrative avenues for upselling or cross-selling.

Documentation & Training:

• Uphold meticulous records of customer interactions, feedback, and account nuances in our CRM.
• Orchestrate training sessions and webinars, enhancing partner understanding of our offerings.

Requirements:

• 5+ years in an operations role
• 3+ years experience in last mile delivery solutions (e.g. at, Sendy, Glovo, Uber Eats, Jumia Foods, etc.)
• A Kenyan national, fluent in Swahili and English
• Strong interpersonal, communication and relationship-building skills.
• Experience managing two-wheeler courier “boda bodas” networks is preferred
• Demonstrated prowess in forging and managing relationships with key decision-makers.
• Proven track record in product/service development, particularly operations-centric.
• Strong leadership capabilities, evidenced by prior team management roles.
• Stellar communication, interpersonal, and problem-solving skills.
• Adept logical, analytical, and strategic thinking.
• Bachelor’s degree in Business, Marketing, or a related field.
• Mastery of CRM software and customer support platforms