Customer Success Manager

About Moove
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 Customers

About the Role
Moove is looking for a Customer Success Manager to help to build our engagement initiatives and build an awesome experience that promotes retention and loyalty for customers across Africa. Our customers are drivers who spend the bulk of their week in Moove-financed vehicles moving passengers or goods on trips.

Responsibilities will include creating strategies to boost customer engagement, improve the drivers' touchpoints within their Moove journey from onboarding to end of their lease deal, designing effective communication, leading the analysis of customer feedback and engagement reports, drawing up a driver loyalty and rewards program across all markets to ensure driver retention, and facilitating interactions with customers across Africa. If you've got great communication skills, unique attention to
detail, and strong work ethics, we would like to meet and explore this opportunity with you.

The Opportunity
We are looking for a Customer Success Manager who will be responsible for developing the end-to-end customer experience and creating inclusive campaigns for customers across Africa. The successful candidate will also be a representative and ambassador of the company. The ideal candidate for the role is an experienced people manager who is a problem solver and a natural connector who is energized by the prospects of building and managing relationships and can combine both into a world-class customer offering.

What You Will Be Doing

  • Leverage data to design and execute customer success strategy for Moove’s driver community.
  • Set clear objectives, milestones, and metrics to measure customer success across the Moove
    platform.
  • Drive connection and engagement against areas of interest for customers across Africa.
  • Build initiatives to expand product awareness and identify new opportunities for engagement.
  • Work closely with cross-functional teams to implement and promote programs for customers across Africa.
  • Compile, analyze and report data and insights to improve Moove’s service level and enforce compliance from all stakeholders.
  • Make recommendations for future engagement models.
  • Ensure customer success by driving product adoption, managing partner relationships conducting business reviews and sharing best practices


What You will need for this position

  • +5 years experience as a customer success manager or as part of a support team
  • Bachelor’s degree in marketing, communication, public relations, or a related field.
  • Excellent verbal and written communication skills.
  • Excellent interpersonal skills.
  • Proficient in the use of Microsoft Office Applications (Word, Excel, Powerpoint).
  • Creative analytical problem-solving skills with the ability to provide excellent customer service.
  • Solid writing background.
  • Ability to work well in a team environment and contribute to a collaborative work environment.
  • Optimally prioritize work to target the high-impact issues first.
  • Ability to remain calm under pressure.

KPIs that will be measured after you start

  • Excellence in cross-functional collaboration
  • Efficiency with stakeholder management
  • Quality of work output
  • Project metrics (completion timelines, budget, etc.

Who You'll Be Working with

Directly reporting to COO Africa and indirect reporting line to the Driver Channels Manager.

About The Team
Our team is collaborative, positive, curious, and engaged. We think fast, work smart, laugh often, and are looking for like-minded people to join us in our mission to disrupt vehicle ownership and make cities better.

Moove is strongly committed to diversity within its community.

The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently.

Pre-hiring Notice: Moove relies on the accuracy of the information contained in employment applications, as well as the accuracy of other data presented throughout the hiring process and during employment. Any misrepresentations, falsifications, or
material omissions in any information or data provided by an applicant may result in the applicant being excluded from further consideration for employment or if an individual has already been hired, termination of employment.

EEO Statement: Moove is an equal opportunity employer and does not discriminate on the basis of gender, race, sexual orientation, marital status, religion, political affiliation or any other protected characteristic.

About Moove:
Moove is a mobility asset finance company and is Uber's preferred fleet partner across Sub-Saharan Africa. Our Vision is to democratize vehicle ownership and empower mobility entrepreneurs across Africa.

Our Core values are Compassion, Excellence, Innovation, Teamwork, Trust, and Ownership. 

    Or, know someone who would be a perfect fit? Let them know!

    Johannesburg

    2001 Johannesburg Directions

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    email
    @moove.africa
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