What you will be expected to do:

Rider Recruitment and Onboarding

• Identify potential riders suitable for onboarding into the Sun King Rider Network.
• Onboard riders delivering various products and services within the network.
• Conduct required KYC checks for riders within assigned territories.
• Maintain rider headcount above minimum thresholds to ensure daily order completion rates exceed 95%.

Rider Retention

• Develop initiatives that promote rider satisfaction and reduce attrition.
• Work with internal teams to design strategies that improve rider earnings and productivity.
• Implement engagement and retention initiatives for riders.

Safety

• Ensure riders have required PPE and safety equipment during operational hours.
• Promote safe riding practices.
• Engage internal and external stakeholders on safe riding initiatives.
• Drive adoption of emerging practices within the riding community to strengthen safety standards.
• Serve as the primary Sun King rider contact within assigned territories, representing the Rider Network in community discussions, local government forums, and related engagements.
• Work with the procurement team to ensure timely payments for gas, cylinders, and related expenses in line with established credit terms.

Performance Management

• Conduct performance discussions with riders within assigned territories to ensure productivity targets are met.
• Develop and maintain rider productivity tracking tools and dashboards.

Expansion

• Identify shops that meet requirements for LPG cylinder storage and distribution.

Customer Experience

• Coach agents on accuracy and professionalism when engaging with end customers.
• Conduct refresher training sessions on customer service standards.
• Develop rider CSAT, NPS, resolution time, and turnaround KPIs to strengthen customer satisfaction.
• Act on customer feedback survey results to ensure issue resolution.
• Conduct routine and ad-hoc customer check-ins to verify product quality and satisfaction.
• Ensure timely and accurate resolution of customer concerns escalated from the field.

You might be a strong candidate if you have:

• Diploma in Supply Chain Management, Operations, Business Administration, Finance, IT, or a related field.
• Experience in last-mile delivery operations.
• Strong communication and stakeholder management capability.
• Ability to operate effectively in a fast-paced and evolving environment.
• Experience monitoring and evaluating operational changes on delivery efficiency and rider productivity.
• Experience preparing reports and recommendations for senior management on delivery optimization initiatives.