Provider Success & Community Manager at UNWIND - Oriki Group

UNWIND, a subsidiary of ORIKI Global is dedicated to providing convenient spa experiences in the comfort of our clients' homes. We believe in the power of self-care and relaxation and are committed to delivering exceptional at-home service to enhance our clients' well-being.

We are recruiting to fill the position below:

Job Title: Provider Success & Community Manager

Location: Lekki, Lagos
Employment Type: Full-time

Purpose of Job

• This role will be heavily focused on perfectly onboarding UNWIND Service Providers (USP) to provide an array of professional spa services on demand.
• In this role, you will be responsible for managing the onboarding process, managing quality assurance, and creating processes flows and conducting process improvements, verifying all providers and getting them acclimated with the platform. 
• You will help define the processes and standards for the USPs and create value propositions for how UNWIND can continue to scale with acquiring providers. 
• This role will require a combination of process improvements, collaboration, analysis with more tactical project-based activities. 
• This is a highly cross-functional role, as you will collaborate with internal teams across operations, marketing, product and comms.

Responsibilities
Provider Onboarding & Training:

• Develop and implement comprehensive onboarding processes for new service providers.
• Oversee the Learning Management System for the providers. Conduct training sessions to ensure providers understand UNWIND's standards and expectations.
• Ensure providers have necessary equipment and resources.
• Identify and establish policies for providers and policy enforcement

Community Management:

• Build and nurture a vibrant community of customers, fostering collaboration and motivation.
• Organize and facilitate virtual or in-person meet-ups, training sessions, and engagement activities.
• Manage an online platform or group for customers and other stakeholders, sharing resources and encouraging interaction.

Provider Relationship Management:

• Build and maintain strong relationships with service providers.
• Regularly communicate with providers to address concerns and gather feedback.
• Foster a community of engaged and motivated providers.
• Monitor and analyze provider performance metrics (e.g., customer satisfaction, punctuality).

Customer Satisfaction & Issue Resolution:

• Collaborate with customer support to resolve provider-related issues.
• Ensure timely resolution of customer complaints.
• Implement measures to prevent future issues.

Feedback Collection:

• Regularly gather feedback from clients to identify areas of improvement for products, processes, or services.
• Analyze trends in feedback and present actionable insights to the management team.
• Track metrics like engagement rates, growth trends and member feedback.

Process Improvement & Scalability:

• Identify areas for process improvement to enhance provider success.
• Develop and implement scalable solutions.
• Collaborate with cross-functional teams to ensure alignment.
• Collaborate with the Business Development/Sales Team on project basis’ especially in developing the pipeline of providers

Administrative & Reporting:

• Maintain accurate client records, including communication logs and project status updates
• Prepare reports on client satisfaction, project progress, and community engagement metrics for management review.

Requirement

• Candidates should possess a Bachelor's Degree qualification.

Salary
N300,000 - N350,000 / month.

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should send their Resume to: jointheteam@orikigroup.com using the job title as the subject of the mail.