Rider Relationship Associate at Gokada Incorporated

About the Role

• The Pilot Relationship Manager would act as a liaison between the pilots and the other teams within Gokada (Support, Tech, Compliance, Maintenance, HR, Finance).
• The purpose of the role is to help the pilots succeed by fostering better communication cross-functionally to meet their needs.
• You would serve as a relationship liaison in managing various levels of Gokada pilots to solve their everyday problems within the organization so they spend more time on the road and less time on problem-solving.
• You are the thread that connects pilots to the larger management team and their biggest advocate.
• However, your job is to also assess pilot behavior and complaints to identify good players from bad and be responsible for pilot performance.
• You must be the voice of reason to create the balance between meeting pilots' needs and fostering excellence in pilot performance.
• The Pilot Relationship Manager reports directly to the Head of Pilot Management who reports directly to the CEO.

Responsibilities

• Each Relationship Manager will be responsible for managing a pod of 100 pilots.
• Cultivating solid relationships with pilots through exceptional client relationship service.
• Following protocols for weekly face-to-face meetings with pilots with needed follow-ups and reporting to specific departments and Head of Pilot Management.
• Working with the Head of Pilot Management to organize town halls to communicate and meet specific organizational goals.
• Responding to pilot inquiries in a timely and professional manner.
• Organizing training seminars to enable pilots to fully utilize product features and team benefits.
• Providing direct feedback to Support, Tech, Compliance, Maintenance, HR, Finance teams and coordinating across Relationship Managers with the Head of Pilot Management to solve common problems efficiently and effectively.
• Giving rewards and promotions to pilots within the pod leveraging performance and working across Relationship Managers to organize reward-based competitions across pods.
• Maintaining an accurate detailed record of all existing drivers within the pod.

Requirements

• Bachelor's Degree in Business Administration or an industry-related field.
• At least 2 years relevant work experience.
• Proven experience working as a Client Servicing Executive.
• Proficiency in Microsoft Excel.
• Strong analytical and problem-solving skills.
• Effective communication skills.
• Exceptional customer service skills.
• The ability to work efficiently under pressure.
• Excellent organizational and time management skills.

Why Gokada?

• Meaningful Rewards: Competitive base pay, Flexible Leave Plan, Health Insurance, Training & Skills Development
• Meaningful Work: Your role at Gokada will directly contribute to improving the livelihoods of many Africans
• Personal Growth: Opportunity to leave your mark on one of the fastest-growing organizations in Africa
• The Best Team: Work with a motivated and talented team who have a common shared vision.