Job Openings at M-KOPA Nigeria

Department: Customer Operations

Description

• We’re looking for a Customer Insights Associate to join our Customer Department.
• The customer team at M-KOPA is responsible for ensuring that M-KOPA delivers maximum value to its customers.
• As Customer Insights Associate, you will be responsible for executing a range of customer insights projects.
• You will capture the voice of our customers and agents by unearthing customer issues and needs.
• Your insights will inform business improvement opportunities and innovation.
• This position will report to the Customer Insights Regional Lead. We are hiring for roles in each of our markets of operations: Kenya, Uganda, Nigeria, and Ghana. Candidates will be considered only for roles in the market where they are physically located.

To achieve this, you’ll be expected to:

• Conduct research surveys via phone, SMS, or other platforms
• Facilitate focus groups and other field research with customers, agents, or prospective customers on key questions and drive insights on these questions
• Add clarity to problem statements and research questions and identify pain points by gathering customer and agent stories, feedback, and sentiments to help the business better understand and empathize with our customers
• Capture customer data and sentiments accurately and precisely, and communicate them clearly via various mediums, including survey tools, spreadsheets, word documents, PowerPoint, photos, and videos
• Support in the development of solutions for these pain points
• Support in the testing and release of new products, especially through observing our customers in the field
• Support field visit logistics for customer and agent shadowing activities.

You Might Be A Good Fit If You:

• Have a Bachelor's Degree or equivalent experience
• Are passionate about our mission of making everyday essentials accessible to everyone
• Are excited to be a champion for our customers in everything you do
• Have experience conducting quantitative or qualitative surveys or other roles that require frequent customer communication
• Have experience with photography, videography, or other mediums for capturing and telling customer stories
• Are excited to conduct field research and embed yourself in operational processes to drive problem identification and solution development
• Willing to work tirelessly to understand the root causes of problems and are more comfortable in the field than they are sitting at a desk
• Are comfortable with survey tools and spreadsheets
• Are a great listener and a clear and precise communicator
• Love fast-moving environments with a sense of urgency to get the job done
• Have emerging markets experience (particularly in East or West Africa).

We

• Back up our talk with a competitive compensation and benefits package 
• Are a collaborative team of smart and ambitious people who are dedicated to serving our customers and agents 
• Make magic happen to help the business solve hard problems and always come with solutions when challenges arise
• Are considerate listeners and take the time to deeply understand and seek out ideas from the people around us
• Offer a dynamic environment that fosters talent, collaboration, and growth.

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Location: Ibadan, Oyo
Department: Commercial - Sales

Duties

• Monitor and deliver set sales target within the designated territory.
• Achieve and surpass sales targets of M-KOPA products by developing local networks.
• Uphold the brand values of M-KOPA, including ensuring the M-KOPA retail point standard and guidelines are adhered to.
• Recruit, train, coach, mentor & supervise field-based team of Direct Sales Representatives (DSR) to meet the set targets in line with M-KOPA business goals.
• Keenly monitor and evaluate the performance of DSRs to meet the performance standards
• Manage DSR inventory and resolve audit recommendations in line with M-KOPA audit resolution guidelines
• Design Sales and Marketing Strategy for the team to ensure Weekly, Monthly and Quarterly sales target are reached.
• Monitor and Analyze performance of Marketing campaigns
• Report writing.

Requirements

• B.Sc or a Higher National Diploma Holder in any related field
• 3+ years of Sales experience in a FinTech Microfinance, Insurance, Telecommunications, Mobile-Money, FMCG or other product/service in Nigeria.
• Excellent sales and negotiation skills
• Ability to motivate and lead a team
• Planning, Organization, and Conflict-resolution skills
• Excellent Presentation, Communication, Coaching, and People Skills
• Great at leading a wide array of people to perform
• Ability to work calmly under pressure
• Should have a process-oriented mindset.