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 Business Unit Manager to head one of our Biomass Products. To succeed in this role, you must be able to effectively manage a wide range of duties and responsibilities simultaneously.
• This role will be moving into a matrix structure, and you will eventually be responsible for the Business Unit’s P&L. You will also be required to play a fundamental role in developing the structure of the unit and building the right team for this developed structure.

Duties and Responsibilities

• Build product biz unit budgets (in conjunction w/ relevant managers), setting:
• Revenue and unit volume targets
• Create and drive forward product strategy to optimize profitability, including:
• Geographies
• Sales channels
• Marketing
• Product improvements
• Analyse and conduct and business-planning process across cross-functional teams of the company
• Drive the prosumer needs, current market trends, and potential partnerships from a profitability perspective
• Assess current competitor offerings and seek opportunities.
• Analyze product requirements and develop appropriate programs to ensure they’re successfully achieved
• Appraise new product ideas and strategize appropriate to-market plans
• Responsible for all product development including product research, market research, competitive analysis, planning, positioning, roadmap development, requirements development, and product launch
• Translate product strategy into detailed requirements for prototype construction and final product development by engineering teams
• Create product strategy documents that describe business cases, high-level use cases, technical requirements, revenue, and ROI
• Analyze market data to develop sales strategies and define product objectives for effective marketing communications plans
• Collaborate closely with engineering, production, marketing, and sales teams on the development, QA, and release of products and balance of resources to ensure success for the entire organization
• Develop product positioning and messaging that differentiates BURN and its features across primary market segments
• Manage the technical product manage

KPI's:

• Product EBITDA %
• Total product profit
• Revenue/unit
• Expense/unit

Skills and Experience:

• Bachelor’s Degree in Business Management or in a relevant field (MBA is a plus)
• 6+ years of work-related experience in a business management fields
• Proven ability to motivate teams to achieve high standards and accomplish set outcomes
• Experience with structure development, market research, Market Intelligence, Budget setting, and set targets.
• Experience with Product strategy – i.e., product positioning and improvement
• Product business planning

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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

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About the role

• BURN is looking for a Market Intelligence Manager - Ghana who will collaborate with and acts as the liaison with the rest of the market intelligence team including data & analytics, after-sales, market research, and the carbon asset management team (specifically the data & analytics manager, after-sales manager, carbon manager) to ensure effective and efficient delivery of quality data requirements for carbon projects, warranty fulfillment, after-sales service, and other related purposes
• This will include but is not limited to project and staff supervision staff coordination, training, field liaison, and customer support of any project assigned as project lead.

Duties and Responsibilities:

• In-country data management ownership: Spearhead and own the data process management including quality control and SOP review to ensure smooth process data flow at all the stages of the product and carbon project cycle from shipment, distribution, monitoring, and audit towards successful issuance.
• Monitoring and Evaluation: Track and project-manage the data M&E requirements of any carbon project, including measuring specific social and environmental impact metrics through surveys and home observations.
• Expansion market carbon projects support: Closely working with the country manager, plan, set up data collection tools, train and co-ordinate expansion markets carbon field-related activities like feasibility studies, fuel studies and registrations, and M&E and travel within these markets whenever necessary.
• Conflict resolution: In the event of conflict or grievances arising, in the implementation of the project; the coordinator will participate in a conflict resolution process as agreed with the project team and work to help foster a culture of mutual respect and transparency within the project team and with the communities that the project seeks to serve.
• HR management: manage, supervise, and lead any field project team currently in place or recruited from time to time to execute field and data-related activities during a carbon project implementation.
• Carbon Offset Issuance: Manage a calendar of carbon project distribution, monitoring, and audit activities including field monitoring teams, reporting and documentation teams, DOEs, and BURN’s own Market Intelligence to issue carbon credits on time.
• Growth and design: The employee will assist and input in the growth and design of market intelligence function within the country including but not limited to roles in after-sales, data & analytics, research, and carbon to support the growth and expansion agenda of the organization.
• Data collection: Assist in coordination and/or actual collection and consolidation of both primary and secondary data including fieldwork and related work for the various Market Intelligence departments and Carbon department.
• Data analysis: The employee will also assist in data cleaning, analysis, and presentation towards effective and efficient delivery of the department’s mandate towards the delivery of timely data and reporting for strategic decision making.
• Project Ownership: The employee will also be expected to take lead and ownership in whichever projects they will be assigned as such.
• Creating automated data anomaly detection systems and constant tracking of its performance
• Collaborating and cooperating with IT/ERP/Data & other departments to deploy software and hardware upgrades that make it possible to leverage big data.
• Develop policies and procedures/SOPs for the collection and analysis of data.
• The employee should be hands-on, not afraid to express his ideas in team meetings, offer insightful feedback, pitch in, and take ownership of the work they are entrusted with.
• They will also be expected to travel from time to time as they may be required to, depending on the project and departmental needs.
• Any other duties that may be assigned by the manager(s).

Skills and Experience:

• At least 4 years of experience in data and customer service environments.
• English speaker – Excellent communicator in English
• Have at least a degree in Applied statistics/ Mathematics/ Actuarial science/ Data science/ Economics & Statistics/ Operations research
• Proficiency with at least the following data handling tools; advanced Ms. Excel
• Proficiency in database management and query languages for both structured and unstructured data.
• Experience in team leadership, cross-department functioning, and reporting/presentation to c-suite and senior management.
• Leadership: provide thought leadership in the market intelligence department and work closely with management to effectively contribute to continuously improving the department vis-à-vis, people, processes, systems, financials/costs et al.
• Management: spearhead and get involved in the acquisition and deployment of resources, planning, decision-making, problem-solving, communication, delegation, productivity, performance, and time management within the department.
• Communication: Possess a knack for effective communication to both technical and non-technical audiences in a way, that can promote data literacy within the organization, which can shine a spotlight on their contribution and make their role more visible across departments.
• Business Acumen: Possess shrewd know-how of the organization’s business model, objectives, and market position to enable them to provide answers to everyday business problems and use data to accelerate their organization’s future growth.
• Storytelling: From the data and insights, deliver timely compelling storytelling that builds a strong data narrative where stakeholders attain a new sense of understanding about the data presented and use it to support their decisions going forward.
• Adaptability
• Critical thinking
• Product understanding
• Team player
• Curiosity