Jobs at Nicole Sinclair Consulting

Job Summary

• The Expansion Manager is both the driving and leading force of new market launches in key cities; solidifying key relationships, expertly navigating complex regulatory issues and building the operational foundation to ensure the successful expansion of Renda in the new markets.
• The job holder is also required to build a brand-new supply base and an initial demand for Renda’s services in the new market(s).
• Above all, the job holder must be determined to “hustle” and get things done as effectively and efficiently as possible.

Job Responsibilities

• Identify the key stakeholders and own the critical relationships needed to launch and scale business operations in the new markets, building supply, brand awareness and initial customer demand
• Be the face of Renda to local regulators, policymakers and stakeholders in the new market(s)
• Build an expansion plan and define timelines and budgets while partnering with the relevant cross-functional teams to test, optimize, roll out and provide feedback to ensure a successful market launch
• Continually innovate on launch playbooks to help scale to other markets in other key cities
• Build and manage relationships with distribution partners to promote highly efficient business operations
• Drive initial service demand in the new market(s), locally and internationally while promoting brand awareness
• Provide input to the executive leadership team for efficient business planning
• Adhere to Renda’s Equal Opportunities policy in all activities and to actively promote equality of opportunity wherever possible
• Keep abreast of all legislation and regulations and ensure Renda’s adherence
• Undertake such other duties as may be reasonably expected

Requirements

• Minimum of a Bachelor’s degree or equivalent
• 5-10 years of work experience in a similar role or a role leading operations or product expansion preferably at a tech start-up
• Experience developing efficient procedures, optimizing systems, and defining & achieving benchmark operational goals in ambiguous, untested environments
• Resourceful and innovative to overcome seemingly insurmountable challenges
• Analytical, data-driven and with strong business acumen

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Job Description

• The Customer Experience Manager plays a pivotal role in building a team in ensuring exceptional service delivery and satisfaction across our platform. The job holder will build and lead a team dedicated to enhancing positive customer experience and customer interactions, customer satisfaction, resolving issues promptly, and driving continuous improvements to our service offerings.

Key Responsibilities
Customer Relationship Management:

• Build and nurture strong relationships with key customers, understanding their needs, challenges, and preferences.
• Serve as the primary point of contact for escalated customer issues and concerns, ensuring swift resolution and maintaining customer satisfaction.

Team Leadership and Development:

• Lead, mentor, and motivate a team of customer service representatives, fostering a culture of excellence, teamwork, and accountability.
• Provide ongoing training and development opportunities to enhance team members' skills in customer service, problem-solving, and communication.

Operational Excellence:

• Oversee the end-to-end customer experience journey, identifying areas for improvement and implementing strategies to streamline processes and enhance efficiency.
• Collaborate with cross-functional teams to optimize service delivery, leveraging technology and data-driven insights to drive operational excellence.

Quality Assurance and Performance Monitoring:

• Establish and maintain quality assurance standards for customer interactions, ensuring adherence to company policies and service level agreements.
• Monitor key performance indicators (KPIs) and metrics to assess team performance and customer satisfaction levels, implementing corrective actions as needed.

Customer Feedback and Insights:

• Develop mechanisms to gather and analyze customer feedback, leveraging insights to inform product enhancements, service improvements, and strategic decision-making.
• Regularly communicate customer insights and trends to relevant stakeholders, driving a customer-centric approach to business development and innovation.

Expansion and Growth Initiatives:

• Support the company's expansion efforts into new African countries, collaborating with cross-functional teams to ensure seamless integration of customer experience operations.
• Identify opportunities to enhance our service offerings and differentiate our brand in the market, contributing to the company's growth and market leadership.

Qualifications

• Bachelor's degree in business administration, marketing, or a related field; advanced degree preferred.
• Minimum of 5 years of proven experience in a customer experience or customer service leadership role, preferably within the logistics or technology industry.
• Strong leadership and team management skills, with a track record of building high-performing teams and driving results.
• Excellent communication, interpersonal, and problem-solving skills, with a customer-centric mindset.
• Ability to thrive in a fast-paced, dynamic environment and drive continuous improvement initiatives.
• Knowledge of logistics operations and familiarity with relevant technology platforms is a plus.
• Fluency in English; proficiency in other local languages is advantageous.

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Job Description

• The occupant of this role will be responsible for responsible for assessing companies and coming up with solutions to operational problems.
• Their duties include analyzing financial reports, market research and operating procedures, strategizing ideas to improve business operations and meeting with company executives and other stakeholders to provide suggestions based on their analysis.

Responsibilities

• Gather and analyze data for potential business expansion
• Identify specific business opportunities and ways to capitalizeon them
• Influence stakeholders to support business projects
• Assist with project management for selected projects
• Coordinate with different departmental teams to improve productivity
• Test business processes and recommend improvements
• Convert roadmap features into smaller user stories
• Write clear and well-structured business requirements and documentation
• Identify automation opportunities
• Create reports, dashboards and visualizations to help others understand business performance
• Analyze process issues and bottlenecks to make improvements
• Communicate and validate requirements with relevant stakeholders
• Develop and maintain reporting tools
• Perform data discovery, analysis and modelling
• Collaborate with product managers on roadmap planning and workforce optimization

Requirements

• University degree in business management, statistics or mathematical areas
• Proficiency in MS Office, Outlook, Word, Excel and building automation systems.
• A candidate with a similar background/experience would be amazing.
• 3 years in business consulting background is a must

Skills and Abilities:

• The candidate should have a consulting background preferably in the top for consulting firms.
• The candidate must have very good research and analytical skills.
• The candidate will be responsible for extracting, analyzing and making sense of critical business information and data for me.
• The candidate will relate with top leadership within the organization on a daily basis to gather relevant information so must be someone that is very intelligent and self-confident and definitely a self-leader.
• The candidate must have a level of maturity as they will help the CEO in making good and important business decisions on a daily basis.