Segment Lead: Maintenance & Repairs
Location: Nairobi, Kenya
Start Date: Immediately
Full Time Preferred
We’re on a mission to elevate the careers and livelihoods of millions of blue collar professionals, artisans, and other informal workers through the use of technology. Join us.
WORKSITE LOCATION: Nairobi, Kenya
Lynk is a startup which builds technology to connect blue collar workers in Kenya - from carpenters to cleaners - to jobs. Our suite of products seeks to satisfy a breadth of consumer needs and in doing so, provides multiple channels to increase incomes for workers in our system:
Lynk Requests: A marketplace product enabling customers to request services in over 50 categories from cleaners, to masseuses, to plumbers, and tailors, and receive shortlisted bids.
Lynk Shop: An e-commerce product enabling workers on the platform to sell ready-to-buy products or services.
Lynk for Business: Maintenance, facilities management, and project management services for business clients delivered by Lynk Pros
Lynk is consistently regarded is one of the most exciting and socially impactful start-ups in Africa:
(2018) Africa regional winner of the MIT Inclusive Innovation Challenge for global technology solutions that improve livelihoods
(2018) Selected into the prestigious MIT 2018 SOLVER class of solutions that are changing the world, in the subcategory of “work of the future”
(2018) Named one of East Africa’s top 10 startups to watch by I-Dev international
(2017) Grand winner of the Ford Foundation and the Global Center for Youth Employment Ideathon for initiatives that can bring disruptive change to youth employment
(2017) Selected to the inaugural XL Africa fellowship put on by the World Bank for high potential startups in Africa
A bit about the role:
Lynk is a platform which aims to prepare informal workers to thrive in the labour market. We do this by:
understanding market demand;
structuring our offering better to service the demand;
recruitment, training and equipping informal workers to satisfy that demand;
providing a convenient tech-driven method of connecting to that demand;
quality service delivery and outstanding customer service;
and driving demand through marketing.
As a Business Unit Manager, you are the lead of an independent ‘task-force’ and are responsible for driving the overall success and growth of your segment through the hard work for yourself and your team. As Business Unit Manager for Installation, Repair & Maintenance, you have particular responsibility to coordinate with internal stakeholders on the B2B and Projects teams, to ensure that services are structured in a way that offers value to the whole of the business.
A bit about you:
You are an entrepreneur. You thrive when given the freedom to create product-market fit, and driving a business unit to succeed. You can balance between strategy, operations, marketing and day-to-day management, and can manage teams in contexts of uncertainty.
Understanding market demand
Through secondary research and primary engagement with existing and future customer segments, gather deep understanding of market demand. How big is the demand? What are the segments? What are the offerings with greatest demand? How much are customers (within the different segments) willing to pay for these services?
Engage with the Lynk Projects and Lynk for Business team to understand the parameters of their needs, and the prices / qualities / structures they require for their customer segments.
Conduct follow-up conversations with customers to understand how to improve the offering.
Structuring segment offerings
Develop a range plan of services offered in target categories, including pricing and service structure.
Ensure that segment offers are adequately structured across B2C, B2B and Internal clients.
Collaborate with tech team to incorporate these offerings into Lynk Request system.
Recruitment, training and support to Pros
Recruitment: identification of preferred recruitment channels. Develop partnerships with TVET institutions or others (where appropriate).
Vetting/Testing: development of methodology for vetting Pros. Conduct vetting on Projects sites. Evaluate readiness for graduation to Lynk for Business.
Training: Develop training materials, quality checklists, and standard processes of service delivery.
Tools & supply chain partners: Identify opportunities to collaborate with tool or material suppliers to provide Pros with better tools for success. Where appropriate, identify supply chain partners to smoothen service delivery within the segment.
Collaborate with the tech team to ensure that Lynk’s technology provides a satisfying user experience and maximises automation
Quality service delivery and outstanding customer service
Manage a job satisfaction/customer service function to deal with individual B2C requests and/or customer service issues.
Oversee regular delivery of quality checklists and customer feedback surveys.
Collaborate with Lynk for Business and Projects teams to evaluate quality of service delivery.
Consistently iterate on training and product design based on feedback.
Identify preferred methods for marketing individual categories to B2C audiences, through social media, direct marketing, partnerships, or other methods. Collaborate with marketing team to market the segment to grow the number of jobs matched.
Collaborate with the LFB and/or Projects team to increase demand for IRM services with B2B clients.
In addition, the Segment Manager will have the following responsibilities:
Management of 2+ staff. This will include day-to-day staff management to ensure that services are consistently delivered, as well as training/capacity building, and motivation.
Contribute to overarching segment strategies, and collaboration with other Segment leads to ensure that successes in one segment can be replicated in other segments
Successful candidates will have all or most of these qualifications:
Min 3-5 Years of experience in project management / management consulting/operational process development or other relevant areas;
Keen interest in Installation, Repair and Maintenance sector
Self-starting mentality and experience in crisis management and mitigation
Excellent communication, analytical and interpersonal skills
More about us:
At Lynk we make it easier for households and businesses to connect with high quality professionals. Currently we have verified professionals in over 140 categories ranging from cleaners, to masseuses, to plumbers, and tailors. Through the use of technology we unlock important career tools such as digital profiles, product galleries, customer reviews, and more.
As a company, we’re a tight-knit and highly-collaborative team of developers, hustlers, planners, and doers. We provide the freedom and tools necessary for people to be comfortable and successful in their work and in return expect high performance and a culture of excellence. We value ambition, curiosity, candor and most of all an uncontrollable desire to create amazing things.
To Apply: Please send your application and relevant supporting materials to firstname.lastname@example.org