Career Opportunities at BURN Manufacturing

About the role:

• Burn is seeking a mission-driven candidate to serve as the Business Lead for BURN’s new line of electric cooking products.
• This role is an exciting opportunity to help shape and launch electric cooking across Africa.

The Business Lead – Electric Products will focus on:

• Developing and executing a commercial strategy to bring BURN’s electric products to the Ghanian market.
• Quickly building a robust team to implement sales, aftersales, and administrative duties.
• The setup, rollout, and management of the day-to-day activities for Burn’s electric stove products in Ghana by utilizing a commercially oriented mindset for product piloting.
• Working closely with the Kenya Electric Products Team (Nairobi) to implement prior learnings, ensure new learnings are captured, and ensure new pilots answer key strategic questions and support data-driven decision-making that can help scale the business successfully.

Key responsibilities:

• Design and run a variety of market-oriented research studies to answer key questions regarding commercial strategy, collect user feedback, and measure product impact.
• Build and manage (from scratch) a large team of B2C sales agents and sales support staff
• Collaborate closely with a market research team from HQ, product development team, sales team, and customer care team, to ensure effective and efficient product development and provide detailed reports to support the development of sales, marketing, and communication strategies for all-electric products.
• Defining (in collaboration with senior management) project objectives, budget, timelines, deliverables as well as the bigger strategy for development.
• Analysing sales data to produce compelling presentations providing insights on key commercial questions.
• Manage the day-to-day project administrative requirements — organizing transport and logistics, tracking expenses and invoices while updating timelines.
• Coordinate team members, partner organization, procurements, schedules, and tasks to deliver results for project milestones in line with the project plan.
• Work together with the project controller to keep the budget tracking updated.
• Coordinate regular project meetings with HQ, develop agenda and send meeting minutes.
• Assist with the hiring, onboarding, and training of new team members.
• Role may involve travel to other cities /countries as necessary

Skills and Experience:

• 5+ years of experience in leadership and team-building positions, ideally in Western Africa
• 5+ years of experience in project management, program management/coordination in social enterprise
• Experience in building and managing successful B2C sales teams from scratch, preferably with FMCGs, Solar Home Systems and durable goods
• Experience in customer finance/PAYG
• Bachelor’s Degree
• Strong background in commercial & sales data analysis
• Be able to adapt to a highly variable environment and change the scope and focus with ease.
• Thrive in a fast-paced creative environment with a culture of experimentation yet value the need to organize and plan.
• Excellent attention to detail.
• Excellent narrative writer and presentation skills.
• Excellent communication skills — unafraid to speak up or take issues head-on.
• Excellent interpersonal skills.
• Fluency in English

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About the role

• Burn is looking for a Call Centre Manager who will be responsible for driving growth and providing focused leadership in establishing efficiencies and automation across all areas of Aftersales service provision, acting as the voice of the customer by ensuring our customers are at the forefront on all decision making and receive exceptional levels of service, whilst maintaining expected growth in the department.

Duties and responsibilities:
General:

• Create the systems, procedures, and attitude to bring up Burn’s After Sales Service at a world-class level.
• Be the person responsible for the tail-end of Burn’s customer journey, from 1st purchase to repurchase and cross-purchase.
• Be the key manager, skills developer, recruiter, analyst, technical expert, and problem solver for Burn’s customer care centers.
• Coordinate with Operations and Commercial departments to deploy service centers to key areas based on customer feedback.
• Be the conduit between After Sales and other departments at Burn, ensuring that staff understands After Sales and that After Sales understands other departments.
• Ensure customer data is protected, updated, and maintained in BURN’s carbon database via CRMs and any other such solutions the organization ends up utilizing.
• Manage and continuously improve & expand Burn’s aftersales service portfolio and channels throughout the country.

Specifically:

• Create systems for defining, tracking, reporting & improving KPIs on cost-effectiveness e.g., cost/case resolution, cost/NPS point, cost/call, etc.
• Coordinate with the Carbon department in conducting required data quality audits (QA/QC) post distribution during project implementation from distribution to issuance to ensure compliance with Carbon standards.
• Create systems for defining, tracking, reporting, achievement & improving KPIs e.g., NPS, CES, CSAT, FRT, AHT, etc.
• Be the lead resource person and trainer for call agents in Carbon projects monitoring in-country and overseas among other such needs with some of the expected outcomes being, training reports, supporting documentation, remote calls evidence, monitoring reports, etc.
• Create procedures and criteria for establishing customer care solutions (systems, processes, people, centers) in new markets with consideration of the age of the market from 1st date of distribution, volumes of sales both historical and projected, M&E data on failures, etc.

Skills and Qualification:

• 3-5 years of experience in aftersales handling a team of at least 3 people.
• Previous experience in leading a call center
• Experience or training in data analysis and visualization.
• A proven doer and problem solver.
• Degree in Business Management, Customer Care Management, Marketing, or similar.
• Fluent in English