Head of Experience
HR Generalist
Benefits
Digital Marketing Specialist
Benefits
SWVL is the leading high technology company on the mass
transportation market. We are a fast growing data driven company which is
disrupting the public transportation market in Egypt (and abroad) making
people’s lives better in their daily basis.
SWVL Head of Experience – Kenya
Reporting to: General Manager & Global Head of
Experience
Location: Nairobi, Kenya
Job DescriptionThe Head of
Experience is responsible for shaping the experience of customers and captains
who interact with SWVL’s transportation platform across all touch-points;
delivering an excellent experience for every interaction we have and doing this
in the most efficient and lean way possible.
Responsibilities
·
Represent the customer and captain’s
voice.
·
Implement the Experience strategy
that is aligned with SWVL’s overall vision, but localized and tailored to the
unique needs of local customers & captains.
·
Work closely with Central team to
streamline processes and apply best practices and ensure that there is the
right balance between localization and centralization.
·
Cascade critical business updates
from Central Team to the local team
·
Identify and prioritize customer and
captain feedback, potential opportunities, and drive change in the needed
areas, working closely with cross functional stakeholders.
·
Develop local customer & captain
excellence programs and processes intended to help the organization understand,
analyze and create a positive customer and captain experience at every
touchpoint.
·
Drive continuous process improvement
while advocating customers & captains passionately on to influence the end
to end experience and impact retention & growth KPIs positively.
·
Managing stakeholder relationships
across the broader business to set the right expectations
·
Drive the metrics to use to evaluate
customer & captain KPIs including speed, efficiency, effectiveness,
quality, and accuracy.
·
Solve critical business problems and
improve experience KPIs through data analytics and trend analysis; and creation
of action plans for continuous improvement.
·
Build and lead a high performing team
covering Customer & Captain Experience and Fleet Quality Management; that
exceed pre-set targets for experience KPIs, by mentoring, coaching and
constantly developing them.
·
Lead teams on redefining how customer
and captain experience should be run, aligning experience concepts,
vision/direction, and related processes
·
Work closely with other verticals of
Corporate and Travel to design and continuously enhance the end to end
experiences.
·
Responsible for local experience
budget, ensuring cost efficient initiatives are applied and proper reporting is
processed with Finance Department.
Qualifications
·
6 – 8 years managerial experience in
a customer-centric environment in the services industry.
·
Fluent in local language and English
both oral and written.
·
Excellent communication, presentation
and interpersonal skills with great stakeholder relationship management locally
and globally.
·
Experience in managing teams,
motivating, coaching and inspiring team members to achieve excellent customer/
captain experience.
·
Ability to deal with people from all
levels professionally, effective planning, organizing, delegating, and time
management skills.
·
Experience and skill in areas such as
process development & audit, quality management & training, as well as
workforce management and reporting.
·
Know how and experience dealing with
different systems and modalities of support and communication.
·
Analytical, data-driven and process
oriented; with excellent ability to problem-solve
·
Empathy and passion for customer
experience excellence.
·
Proven track record of customer
experience and operational achievement of pre-defined global KPIs such as CSAT,
NPS, Contact Rate and other efficiency and effectiveness KPIs that directly
impact growth through retention of customers.
What We Offer
·
Great opportunity to be part of a
start-up with a lot of responsibility and independence early on and where you
will have an impact on the entire business
·
Make a difference – SWVL is not just
another social web app. They are moving real people/assets and changing
transportation for the future
·
A strong social and collaborative
culture, where your input is not just respected, its expected
·
Attractive compensation package
How to Apply
HR Generalist
SWVL is the leading high technology company on the mass
transportation market. We are a fast growing data driven company which is
disrupting the public transportation market in Egypt (and abroad) making
people’s lives better in their daily basis.
Responsibilities
·
Oversee a team of Recruiters and
assist in talent acquisition and recruitment processes
·
Conduct employee onboarding and help
organize training & development initiatives
·
Provide support to employees in
various HR-related topics such as leaves and compensation and resolve any
issues that may arise
·
Promote HR programs to create an
efficient and conflict-free workplace
·
Assist in development and
implementation of human resource policies
·
Undertake tasks around performance
management
·
Gather and analyze data with useful
HR metrics, like time to hire and employee turnover rates
·
Maintain employee files and records
in electronic and paper form
·
Enhance job satisfaction by resolving
issues promptly, applying new perks and benefits and organizing team building
activities
·
Ensure compliance with labor
regulations
Qualifications
·
BA/BSc in Human Resources or relevant
Business field
·
Proven experience as an HR Generalist
·
Understanding of general human
resources policies and procedures
·
Good knowledge of employment/labor
laws in Pakistan
·
Outstanding knowledge of MS Office;
HRIS systems will be a plus
·
Excellent communication and people
skills
·
Aptitude in problem-solving
·
Desire to work as a team with a
results driven approach
·
Additional HR training will be a plus
Benefits
·
Great opportunity to be part of a
start-up offering many exciting challenges
·
Sense of autonomy right from the
start
·
Attractive compensation package with
multiple perks
How to Apply
Digital Marketing Specialist
Reporting To: Local Marketing Manager.Role Purpose: Develop and execute all needed digital marketing activities to
fulfill all marketing objectives.
SWVL is the leading high technology company on the mass
transportation market. We are a fast growing data driven company which is
disrupting the public transportation market in Egypt (and abroad) making
people’s lives better in their daily basis.
Job Description
We are looking for a qualified Digital media specialist to join
our team. You will lead our marketing efforts using new media and digital
tools.
If you know how to creatively handle various online marketing
tools, like websites, podcasts and blogs, this position is for you. You will
work with different teams to coordinate our marketing, advertising and
promotional activities.
Ultimately, you should be able to promote our company and
increase client engagement.
Responsibilities
·
Design digital media campaigns
aligned with business goals
·
Execute creative concepts and develop
digital ongoing creative content.
·
Support and create content for ATL
campaigns.
·
Coordinate the creation of digital
content (e.g. website, blogs, press releases and social media).
·
Manage end-to-end digital projects
·
Maintain a strong online company
voice through social media.
·
Liaise with Marketing, Customer Care
and Product development teams to ensure brand consistency.
·
Measure and report on the performance
of all digital marketing campaigns.
·
Suggest and implement direct
marketing methods to increase profitability
·
Monitor ROI and KPIs
·
Stay up-to-date with digital media
developments
Qualifications
·
Proven work experience as a Digital
media specialist or Digital marketing manager
·
Solid knowledge of Photoshop, Final
Cut Pro, Premiere Pro or other media editing software.
·
Experience with visual communication
principles.
·
Familiarity with web design and
content management systems.
·
Excellent analytical and project
management skills.
·
An ability to multitask and perform
under tight deadlines.
·
Strong verbal and written
communication skills.
·
BSc degree in Marketing, Digital
media or relevant field.
·
Additional qualification in web
design or animation is a plus.
·
Minimum of 3 years of experience in
graphic design is required.
Technical Competencies
·
Create social media marketing
campaigns
·
Create social media content
·
Develop creative content
·
Analyze campaigns’ performance and
develop insights
·
Write ad copies and articles
Benefits
·
Great opportunity to be part of a
startup offering many interesting challenges
·
Sense of autonomy right from the
start
·
Attractive compensation package with
multiple perks
How to Apply
Customer Experience Specialist
SWVL is the leading high technology
company on the mass transportation market. We are a fast growing data driven
company which is disrupting the public transportation market in Egypt (and
abroad) making people’s lives better in their daily basis.
SWVL Customer
Experience Specialist – Kenya
Reporting to:
Experience & Performance Lead
Location:
Nairobi, Kenya
Job
Description
The Customer Experience Specialist is
responsible for shaping the experience of customers who interact with SWVL’s
transportation platform across all touchpoints; delivering an excellent
experience for every interaction we have and doing this in the most efficient
and lean way possible.
Responsibilities
·
Represent the customer’s voice.
·
Streamline processes and apply best
practices and ensure that there is the right balance between localization and
centralization.
·
Cascade critical business updates
from Central Team to the local team
·
Identify and prioritize customer
feedback, potential opportunities, and drive change in the needed areas,
working closely with cross-functional stakeholders.
·
Manage local customer excellence
programs and processes intended to help the organization understand, analyze
and create a positive customer and captain experience at every touchpoint.
·
Maintain customer relations by
reaching out to anyone who has a complaint and making sure that each issue is
solved
·
Compile and analyse trends in
customer complaints and elevating them to the stakeholders who can fix the
issues
·
Drive continuous process improvement
while advocating customers passionately on to influence the end to end
experience and impact retention & growth KPIs positively.
·
Managing stakeholder relationships
across the broader business to set the right expectations
·
Solve critical business problems and
improve experience KPIs through data analytics and trend analysis, and creation
of action plans for continuous improvement.
·
Timely and thoughtfully reply to all
customer comments on all platforms of social media where SWVL Kenya is present
(twitter facebook, Instagram)
·
Manage the relationship between
customers and captains and report any complaints of captains to the captain
support team to keep captain quality optimal
Qualifications
·
2- 3 years experience in a
customer-centric environment in the services industry.
·
Fluent in Swahili and English both oral
and written.
·
Excellent communication, presentation
and interpersonal skills with great customer relationship management
·
Empathy and passion for customer
experience excellence.
·
Know-how and experience dealing with
different systems and modalities of support and communication.
·
Proven track record of customer
experience and operational achievement of pre-defined global KPIs such as CSAT,
NPS, Contact Rate and other efficiency and effectiveness KPIs that directly
impact growth through retention of customers.
What We Offer
·
Great opportunity to be part of a
start-up with a lot of responsibility and independence early on and where you
will have an impact on the entire business
·
Attractive compensation package
How to Apply