Cellulant
Customer Service & Support
Nairobi Full Time
Banking, Finance & Insurance
KSh Confidential
Job Summary
This role will have you responsible for understanding User journeys end to end, Tracking key Metrics and Deliverables, Analysing performance, Creating insightful data driven reports with key stakeholders for decision making
Minimum Qualification:Bachelor
Experience Level:Senior level
Experience Length:5 years
Job Description/Requirements
ABOUT CELLULANT
Cellulant is a leading Pan African payments company that provides locally relevant and alternative payment methods for global, regional and local merchants.
We provide a single API payments platform – Tingg – that enables businesses to collect payments online and offline while allowing anyone to pay from their mobile money, local and international cards or directly from their bank.
Our Story
Founded in 2003, Cellulant has more than 18 years of experience in providing locally-relevant payment solutions for businesses and their consumers.
Our evolution over the years, from a digital content business to mobile banking and now to payments has allowed us to build strong relationships and partnerships. We’ve taken our years of experience and assets acquired over the years to provide a payments platform in the continent that focuses on driving merchant business and digital payments for local, regional and global merchants in the continent, and digitising both online and offline payments.
Since 2003, the Cellulant team has learned, adapted and leveraged their experiences to pivot the business to become the leading payments provider in the continent.
You can read more about us and our Group leaders and Country Champions.
JOB TITLE:
Manager; Customer Value & Experience (CVX)
LOCATION:
Nairobi (Preferable)
Reports to: Group Head, Customer Value & Experience (CVX)
Key Relationships and Stakeholders:
Brand, marketing and Communication team
Retail Marketing team
Product managers
Customer Success team
Data team
Finance and Commercial Operations team
JOB DESCRIPTION:
Are you an analytical thinker with a heart that beats for technology who thrives in leveraging data to identify and seal operational gaps? Cellulant wants you to join the team!
This role will have you responsible for understanding User journeys end to end, Tracking key Metrics and Deliverables, Analysing performance, Creating insightful data driven reports with key stakeholders for decision making. Ideally you have a strong background as an analytical thinker, comfortable working with data sets, conducting analysis, converting results into actionable business decisions, and effectively communicating outside the box kind of insights.
CORE RESPONSIBILITIES:
- Drive Customer Success Outcomes
• Analyse, identify and resolve systemic areas for improvement across People, Process, and Technology to deliver a blue-chip experience to customers
• Be the custodian of customer feedback, communicate this to the Product team, and collaborate on new features builds & implementation to promote Customer Delight
• Liaise with Sales and Support to ensure client needs are fulfilled and to resolve areas of concern as per the voice of the customer
• Owning customer retention and increasing Customer Lifetime Value by upholding a relentless Customer First ethos
• Advocate Customer Success team on best methods to increase usage and achieve optimum product adoption for our customers
• Identify potential root cause scenarios for business operational metrics and pursue data-driven proposals to drive impact - Define and Optimise the Customer Lifecycle
• Demonstrate an expert-level understanding of the Cellulant platform and know all the ways it can best support & improve the Customer Journey Lifecycle
• Achieve quarterly automation objectives aimed at streamlining & scaling Customer Retention & Expansion
• Constantly develop & implement listening points in the journey (e.g. usage, satisfaction, etc.)
• Standardise & automate interventions for each point in journey
• Apply industry best practices to meet our customer needs
QUALIFICATIONS & EXPERIENCE:
Qualification:
A University Degree in Business Management, Marketing, Finance or any other related area
Excellent data anaylsis and presentation skills
Excellent verbal and written communication skills
Knowledge of current industry trends will be an added advantage
Minimum of 4 years of experience in Business/Customer Success roles
Minimum of 5 years of experience in a similar or closely similar role
Skills:
Analytical & innovative
Strategic thinker that can translate customer feedback into an opportunity to improve the customer experience
Excellent interpersonal, organisational, collaboration and communication skills
A positive change agent with a “can-do” attitude
Excellent time-management
Keen to detail and trends, and able to share insights
Personal Attributes:
A willingness from the outset to take ownership of projects and push them as far as they can, all while taking constructive feedback from the team
Ability to meet deadlines and collaborate with team members.
Self-starter with a capacity to show initiative, good judgment and resourcefulness
One who can influence cross-functional teams and departments in an environment of rapid growth
Applications will be reviewed on a rolling basis until an ideal candidate is identified.