Nigeria Country Director at Maisha Meds

About the role

• Maisha Meds is looking for an experienced Country Director  to join our team. You will be responsible for acquisition and retention of pharmacies using the Maisha Meds platform in Nigeria.  The Country Director will also be spearheading efforts for adoption of the reimbursement programmes across our Nigerian market. We’re currently at 350 facilities in Nigeria with an ambitious vision for growth in the next few years. 
• The Country Director will manage a  20+  person team including  managers,  sales agents and  customer experience associates. The team is spread across  Lagos, Kano and Kaduna. The ideal candidate will have had experience as an outstanding people leader with a proven track record of leading both the sales and customer experience strategy and operations at country level.
• The role is based in Abuja but with regular travel to Lagos, Kano, Kaduna and other regions we may expand to in the future. You will report directly to the COO for this role, and provide indirect supervision of various team members based on the active portfolio. 

Responsibilities

Owning the Growth & Sales strategy 

• You’ll be responsible for planning & strategy, you’ll own the go-to-market strategy, you’ll plan who’s doing what, projected P&L and what your market and team will achieve 
• Identify trends, risks and improvement opportunities on a local level that may impact the business
• Identifying new regions in Nigeria for expansion 
• Managing your sales team – you’ll be leading the Sales Manager and their consultants - coaching, developing and driving them to meet the country goals.
• Spearhead the adoption of reimbursement programmes across the Nigeria market and implementing strategies to increase usage and engagement by our facilities. 
• Partnership management – identifying potential local or national partners that could unlock growth and defining deals with them.
• Collaborating with Growth team to run experiments to unlock big levers of growth 
• Key metrics: # new facilities, #active partnerships, # acquired per channel (sales from door to door, referral, etc),  MoM growth ,  # patients served via reimbursement programmes % facilities that are highly engaged with our reimbursement programme

Defining, leading and operationalising the customer experience strategy across Nigeria

• Defining an effective and efficient outbound and inbound customer experience strategy – how should we engage our customers and ensure they continue to use our products and programmes? 
• Developing a deep understanding of who our ideal customers are and what behaviors indicate loyalty. Designing operational interventions to encourage these behaviors. 
• Actively tackling facility churn
• Leading team of field CX associates who work tirelessly to support Maisha Meds customers, troubleshooting their issues, educating them how to use our products and programmes more effectively
• Key metrics: # active facilities on platform # active facilities on our reimbursement programme # facilities churning, compliance rate with the reimbursement programme 

Stakeholder management and incubation of new programmes 

• Managing stakeholders that are integral to Maisha Meds success in Nigeria
• Representing Maisha Meds at partner, funder, and govt meetings in Nigeria 
• Development of new programs focused on HIV, malaria, and family planning

People management of the Nigerian Country team 

• Coaching & Training your team, you’ll be mentoring and improving them every day, performance managing them and taking them to new levels and developing their careers at Maisha Meds
• Recruiting for and building out your team. 
• Key metrics: eNPS score, employee turnover 

Collaborating with other departments

• Sharing knowledge and learnings with other Country Managers
• Work closely and give market feedback to the Product team and how we should develop - you’ll be seeing and hearing what businesses need, so you’ll be an essential voice to our product teams
• Sharing in depth knowledge of the Nigerian market with the BD/ Strategy team. 
• Working closely with the Director of People Ops to roll out people related initiatives across the team in Nigeria 

Qualifications

• You have 7+ years of experience in an operations management or general management role, preferably in the health sector, a health focused NGO or a health tech start up.  
• Leadership experience, drive, and willingness to mentor others on the team; experience in remote management a plus
• An proven track record of leading a team to hit sales targets 
• Experience developing partnerships, including with Government officials, NGO’s
• Strong experience in owning the customer experience strategy  for a portfolio of customers ideally in a B2B setting. 
• Adaptability to a fast-paced working environment
• Strong problem solving and interpersonal skills 
• Growth mindset and enthusiasm for learning, feedback and continuous improvement
• Humility and personal stability. We are looking for passionate professionals that combine strong leadership skills with good humor, patience, and a humble approach to service
• Ability to roll up one’s sleeves and directly move projects forward
• You have a Bachelor's Degree in Business, Health, Economics, Finance
• Ability to speak Hausa highly preferable.
• Nigeria country national