By some estimates, consumers in Africa spend relatively up to ten times more of their disposable income on food compared to developed markets. On the other hand, smallholder farmers in fresh produce supply chains encounter multiple challenges that prevent them from achieving sustainable livelihoods through their farms. This economic challenge to food security is primarily caused by the highly fragmented and inefficient retail market across the continent, where roughly 90% consists of small independent retailers.
YoLa Fresh is aiming to be Africa's largest fresh produce supply chain , which leverages technology and data to organize the agriculture commerce ecosystem. Our technology and Africa-centric solutions will disrupt the way fruits and vegetables move from farms to consumers' plates. We empower farmers and other players in the ecosystem in ways never done before. Our Supply Chain is equipped to move thousands tonnes of perishables from farms to businesses, every day, in less than 24 hours.
YoLa Fresh has been founded by repeat Founders from leading technology unicorns (Jumia, Careem, NinjaCart, Avito, etc.). Alongside them, YoLa Fresh got a stellar set of investors (African and International VCs) & advisors (executives from blue chip companies).
We are a highly motivated, results driven community, who focus on proactive approaches to problem solving. We cherish entrepreneurial spirit and provide significant operating autonomy to senior leaders. There are ample opportunities and challenges to be solved at scale and in real-time.
We're seeking a Head of Customer Experience (CXP) to establish our CXP department from the ground up, manage client claims, reduce churn, and improve customer satisfaction.
Responsibilities
Establish the CXP Department: Build the department and customer care team, develop strategies, processes, and practices, and maintain relationships with key stakeholders.
Manage Client Claims: Implement processes for each claim, ensure timely resolution, and analyze claim data to prevent recurring issues.
Reduce Churn: Implement data-driven strategies to identify at-risk customers, monitor customer feedback, and collaborate with Growth and Sales teams to develop engagement and retention strategies.
Improve Customer Satisfaction: Develop strategies to improve customer experience, monitor customer feedback, and collaborate with the product development team.
Steer Team Performance: Lead and develop a high-performing CXP team, set performance goals, provide regular feedback, and monitor progress.
Deliver Results: Develop and monitor KPIs, report on department performance, and identify and implement areas for improvement.
Experience: 7+ years in customer experience, customer service, or a related field, preferably in a startup or tech-based environment. Proven experience in building and leading high-performing teams and developing and implementing customer experience strategies and processes.
Skills: Strong analytical, project management, leadership, communication, interpersonal, and problem-solving skills.
Education: Bachelor's degree in business, marketing, or a related field.
Other: Passion for customer service, proactive and solution-oriented approach, and experience or knowledge in the Agritech industry is a plus.