Head of Operations at Hellofood
1 Position
Nairobi
Who We Are: Africa Internet Group is Africa’s leading internet firm, with already over 3,000 employees in over 20 African countries and huge successes such as Jumia.com, Kaymu.com, Hellofood.com, Lamudi.com, Easy Taxi, Carmudi.com and Jovago.com.
It is led by top talented leaders offering a great mix of local and international talent and is backed by MTN, Millicom and Rocket Internet.
Hellofood is the leading online food ordering service in Kenya that allows people to conveniently order meals of their choice from their preferred restaurants, and have them delivered straight to their home / office.
Role Description: The Head of Operations in Kenya will be responsible for delivering a world-class customer experience thanks to perfect organisation of the logistics in the country. This is a job that requires lot of autonomy and proactivity.
Key Responsibilities:
- Managing hellofood delivery, so that riders are optimally located, deliver on time, and are well presented.
- Making sure that the operational Key Performance Indicators are being exceeded – process time, fail rate, delivery time and net promoter scores.
- Building structures and processes around all aspects of customer experience to increase efficiency.
- Critically analysing the entire customer experience to implement improvements and make recommendations to other departments involved.
- Managing a customer care team in processing orders and guaranteeing quick follow up of any issues and complaints using Zendesk.
- Ensuring constant evaluation and update of technologies and processes to ensure exceptional customer experience.
- Working in collaboration with the sales and account management teams as well as the central team to develop strategy to expand the business and meet key targets for growth.
Expected personal skills
A successful candidate should fulfill the following requirements:
- Action and results oriented
- Strong analytical skill with attention to detail
- Strong management skills: manage and motivate your team in the field.
- Hands on: willing to get stuck in with all aspects of the business
- Fast learner
- Well organized
- Resistant to stress
- Very independent with a strong ability to go further than the expectations
Expected Background and Technical Skills
- Top performing academic background – Degree from a reputable university / Top business school
- 3-5 years of work experience preferred –including a professional work experience, or successful entrepreneurial experience.
- Leadership skills demonstrated inside or outside of work.
- High level of comfort with MS Office, in particular Excel.
- Ability to analyse large data sets to make strategic decisions
Interested and suitably qualified candidates to submit their application, including a detailed cover letter & CV indicating current and expected remuneration, daytime telephone contact, and three professional referees to:
hr.kenya@africainternetholding.com on or before Friday, 10th July 2015
Specify the position you are applying for as the subject of your application. i.e. Application – Head of Operations – HelloFood
Africa Internet Group is an equal opportunity employer.
Please note that only shortlisted candidates will be contacted for interviews.
Canvassing will lead to automatic disqualification.
No phone calls please.