Customer Experience Regional Manager
Maisha Meds
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Customer Experience Regional Manager
Maisha Meds is hiring! We’re looking for a Customer Experience Regional Manager with good leadership & management skills, problem-solving & critical thinking skills, excellent communication and job-knowledge skills to support in managing a regional team in Kenya to improve retention and unlock growth.
About Maisha Meds
Maisha Meds is an organization dedicated to improving health care in Africa through best-in-class technology.
Founded in 2017, Maisha Meds has created the largest digital network of private pharmacies and clinics across Kenya, Tanzania, Uganda, Nigeria, and Zambia through our mobile software. Our platform not only helps these providers improve business by making sales, managing inventory, and tracking patients. It also reimburses them for providing high-quality care for malaria, family planning, and HIV prevention at discounted costs.
Maisha Meds logs millions of patient visits every year and has provided hundreds of thousands of reimbursements to date. We harness data from our network of pharmacies and clinics to reveal health and market trends, which allows us to design better solutions that work for the people we serve. We have worked with leading academic institutions such as UC Berkeley, Emory University, and KEMRI to evaluate the effectiveness of our programs. Research shows that our system is able to significantly increase the uptake of long-acting contraceptives and appropriate malaria case management.
Our work is funded by a range of partners including scale-up funding from USAID Development Innovation Ventures and the Bill & Melinda Gates Foundation. This will help Maisha Meds greatly expand its mobile software to 7,500 total pharmacies and clinics by late 2026, delivering subsidized care to nearly a million new patients in the process.
About the role
We are looking for an enthusiastic and hardworking team member to fill the position of Customer Experience, Regional manager. The individual must be able to execute the tasks and responsibilities of a regional manager. He or she should be a self-starter, this includes; being innovative, proactive and a critical thinker to ensure team efficiency, high performance in relation to the set KPIs as well as exemplary service delivery to Maisha Meds clients. The individual should be excited and energetic to work tirelessly on retaining customers, have a growth mindset and enthusiasm for learning, feedback, and continuous improvement. The ideal candidate should have humility and personal stability. We are looking for passionate professionals that combine strong leadership skills with conscientiousness, patience, and a humble approach to service
This role is based in Kenya with frequent travel to towns and centers in area of jurisdiction. You will report to Senior Manager, Customer Experience KE and will supervise Senior CX Associates and CX Associates.
The start date is 1st August, 2024, and compensation is commensurate with experience.
Responsibilities
- Managing and supervising country team associates and senior associates.
- Ensuring the retention rate for new and existing facilities in assigned region in Kenya is 85%
- Ensuring that facilities in assigned region are contacted and supported in line with customer care journey protocol
- Guiding direct reports to hit set OKRs and KPIs
- Developing after sales strategies and mapping out touchpoints to ensure Maisha Meds clients continue to use and enjoy our programs for a long time
- Working with the team to ensure program requirements are fully met e.g. having a compliance rating of less than 5% in every review period
- Working with the team to ensure growth and expansion of Maisha Meds programs in area of jurisdiction
- Reviewing and creating better systems and tools to track individual and teams' performance
- Reviewing and guiding all HubSpot interactions
- Ensuring all POS and loyalty onboardings are planned and updated on the right tools and systems.
- Planning and organizing field visits in the area of jurisdiction.
- Ensuring a POS engagement level of 85% and above in area of jurisdiction
- Working with sales team and other stakeholders to grow the number of active loyalty facilities in area of jurisdiction
- Developing strategies and interventions to ensure churn and purgatory rate of less than 5%
- Undertaking any other role/activity as may be directed by the supervisor from time to time.
Qualifications
- Academic qualifications: Bachelor's Degree from a recognized university in Kenya
- Experience: Senior associate in Kenya country team with a minimum of 1 year experience in the role
- Mindsets:
- A team player who loves working collaboratively
- A sense of optimism, flexibility, and adaptability to any situation
- An ability to thrive in ambiguous situations due to your resilience and tenacity
- A growth mindset and a deep enthusiasm for learning, feedback, and continuous improvement
- A blend of passion, humility, patience, and a good sense of humor
- A tendency to roll up your sleeves in order to move projects forward
Why You Should Join Us
- On a roll: We are doubling year-over-year with new funding partnerships that are boosting expansion in multiple countries
- Great team: We are founded, managed, and backed by successful veterans of Stanford School of Medicine, Google, mPharma, and I&M bank. We have technologists, doctors, and economists working side by side to solve difficult problems.
- Great funders: We’re supported by the Bill & Melinda Gates Foundation, USAID Development Innovation Ventures, CIFF, WHO FIND, and Pfizer to pay for healthcare on behalf of patients, with others to be announced soon.
- Huge market: We are disrupting a massive, growing $50+ billion market for healthcare payments for low-income patients, with a focus on paying for health outcomes to ensure patients get the best quality care.
- Great customers: We create financial incentives that ensure our health care providers deliver excellent care.
- Impact: We have cultivated a fun and exciting start-up culture that empowers its talented staff to make a huge impact.
This job is no longer accepting applications
See open jobs at Maisha Meds.See open jobs similar to "Customer Experience Regional Manager" Fast Forward.