Nairobi, Nairobi County
Pawame is an off-grid home solar home system (SHS) company that is tackling the virtually untapped >$35b opportunity to electrify the >160 million households (70% of the population) in sub-Saharan Africa that don’t have access to grid power. As mobile phones did to landlines, solar home systems promise to leapfrog traditional power lines with an innovative, affordable rent-to-own, pay-as-you-go business model. Starting last year from our base in Nairobi, Kenya, we have deployed our solution in over 1,500 households in our first 8 months and plan to reach 250,000 households by 2020.
We will use our customer relationships and the data that we gather to profitably offer a range life-changing products and services like electrical appliances, microinsurance, education loans, and remote health services at scale, thereby making a meaningful contribution to global poverty alleviation.
The Marketing & Customer Experience Director (MCED) is the commercial leader of the organization, the executive primarily responsible for driving business growth while fulfilling Pawame’s goal of becoming one of the strongest, most respected consumer brands in Africa. The MCED cultivates a deep understanding of the consumer and market to develop and implement plans that not only drive sales but that foster trust and loyalty with customers, turning them into lifelong brand ambassadors. The MCED is the custodian of the Pawame brand and plays a critical cross-functional role in ensuring that Pawame is and remains a customer-centric organization.
Pawame brand management
Establish, maintain and control the Pawame brand equity, character and visual identityDrive customer awareness of the Pawame brandManage all customer touchpoints with the Pawame brand, including but not limited to public relations and online mediaProvide single-point management and control of all external communications
Solar Home Systems (SHS) product management
Lead cross-functional teams to successfully bring SHS product and commercial innovations to marketDevelop and implement SHS marketing strategy and plans to drive SHS business growth, including:Defining product market segment and competitive positioningIdentifying the target customer and prime prospectsIdentifying new counties/regions for expansion within existing marketsDetermining optimal pricingDefining the communications messaging strategySystematically determining, implementing, and overseeing an optimal mix of marketing communications channels, including but not limited to local-language radio and outdoor mediaSuccessfully execute approved marketing plans, including judicious management of the allocated resources.
Customer and market intelligence
Develop and implement processes to systematically collect, organize, access, analyze and action customer, competitor and market data.
Design and oversee implementation of an overall customer experience to maximize customer satisfaction, loyalty, trust and retention.Monitor/measure customer satisfaction and take or recommend appropriate action.Manage Customer Care Call Center.
Customer portfolio management
Continuously monitor, analyze and manage the Pawame customer portfolio to maximize average revenue per customer (ARPU)Develop and implement Pawame’s predictive credit risk profiling and measurement capability, including processes, procedures and people
Adequately staff the Corporate Development organization with sufficient suitably qualified and experienced resources to deliver Corporate Development's plan of workEffectively manage direct reports to optimize department performance in support of corporate objectives by setting individual targets, developing and motivating staff, coaching and mentoring, and providing formal and informal feedback and appraisal
Identify and justify the budget resources required to successfully implement the MCED business planPrudently manage the allocated MCED budget to avoid budget underage and overage
Cross-functional relationships & interfaces
Leverage as source of customer/competitor/market intelligenceAdvise on:
New counties/regions for expansion within existing countriesSales/direct marketing processes and initiatives, including messaging strategy and sales training contentImplementation of channel partnerships to ensure these support Pawame brand equitySupport with development of sales/direct marketing and channel partner branded assets and collateral
Supply ChainAdvise on size of product orders based on ongoing marketing efforts and market intelligenceCorporate DevelopmentAdvise on development of new partnerships and alliances Advise on selection of new marketsProduct DevelopmentAdvising on SHS and other technical product innovation pipeline
8 years marketing or product management experience in a B2C firm with significant responsibility for top-line revenue growth –OR– as marketing or management consultant. Significant prior working experience in East Africa is preferredBachelor’s degree in Business Administration, Marketing or similar. M.B.A., M.S.M or other relevant advanced degree is preferredPrior working experience in the off-grid solar sector is preferredMarketing acumen; expert in understanding and application of theoretical and practical approaches to marketing and brand or product managementAnalytical ability. Ability to analyse data/reports and produce actionable insights that drive of business performance, generally and in specific problem areas.Ability to think strategically, i.e.:◦ To think about a complex system in a holistic, integrated fashion.◦ To link strategy to implementation and develop strategically-focused plansAbility to bring structure to unstructured problems or situationsTrack record of success managing cross functional teamsCommunication.Strong oral and written communication skills. Comfortable presenting to senior management and large groups.Entrepreneurship. Energetic self-starter who demonstrates strong resourcefulness and personal initiative. Requires little hand-holding to deliver complex tasks. High level of energy and motivationFlexibility. Adaptable and comfortable in fast-changing start-up environment. Comfortable in uncertain and/or ambiguous situations. Fast learner. Willing to contribute in areas beyond formal job description.Tech savvyFluency in English
Pawame is in one of the fastest -growing industries in East Africa attracting a large investor baseYou will get a chance to work with a group of bold individuals from across four continents who are intrinsically driven to contribute to the livelihoods of the off-grid populations in Sub Saharan Africa and beyondOur HQ office is located in one of the greenest environments in Nairobi, Kenya with a chef who cooks delicious mealsYou will have an opportunity to work in an innovative business environments spanning accross cleantech, fintech, and consumer product
Apply here: http://bit.ly/MarketingCustomerExperienceDirectorJD