Customer Success Manager at Moove Africa

Moove is on a mission to redefine what large-scale rideshare leasing and vehicle ownership look like in Africa. We are developing an innovative model to rapidly improve the availability of vehicles for on-demand ridesharing services across major metro cities while also creating sustainable jobs for drivers

We are recruiting to fill the position below:

Job Title: Customer Success Manager

Location: Lagos
Job Type: Full-time

About The Role

• We are looking for a highly professional and experienced Customer Success Manager at Moove. Primary objective of Customer Success Manager will be to ensure the overall satisfaction and success of our valued customers.
• They will build and maintain strong relationships with clients, acting as their main point of contact, providing guidance, and resolving any issues that may arise.
• Their ultimate goal is to drive customer retention, loyalty, and growth by delivering exceptional service and maximising their utilisation of Moove's products and services.

What You’ll Be Doing

• Responsible for training, managing and closely working with Onboarding/Sales Supervisors & Executives.
• Overlooking and Monitoring drivers’ performance.
• Conducting daily check-in Customer Success Supervisors and Executives.
• Handling any escalations relating to driver's issues.
• Conducting driver survey.
• Compiling data from drivers survey
• Accountability of all Moove vehicles
• Ensuring that drivers obey rules and regulations as laid down by the company.
• Ensuring that drivers get the right information from the company.
• Managing all driver communications.

What You Will Need For This Position

• Degree in any discipline.
• 8 years experience in customer care/support roles.
• Experience in the transportation industry is an added advantage.
• Proficient in the use of Microsoft Suites (Excel).
• Ability to manage people.
• The candidate must possess an eye for details.

Key Metrics:

• Key Account Manager program retention % for all Driver partners in the in the city
• % of driver partners retained basis tenure based targets and lease plan
• Churn % monthly against target fleet size
• Ticket resolutions for DPs basis physical and remote interactions
• Driver performance basis supply hour and trip targets of the city
• Creating plans to help DPs increase earnings if SH is at optimal level by ops hacks.

Application Closing Date
Not Specified.