Customer Success Manager | Lagos, Nigeria

About Moove

Moove is building the worlds largest fleet and best-in-class technologies that power mobility platforms. Its flagship Drive-to-Own (DTO) product democratises access to vehicle ownership with a revolutionary revenue based financing model enabling underserved mobility entrepreneurs to thrive.

Mooves growth has been fuelled by its global Uber partnership and support of leading investors and lenders including Uber Mubadala BlackRock MUFG and many others. With operations now spanning 19 cities across 6 continents - Africa Asia Europe North America South America and the Middle East - Moove continues to expand its offerings through strategic acquisitions and partnerships with industry leaders including Waymo and Uber. Moove is transforming mobility to make it safer more efficient and accessible to all while providing economic opportunities and supporting skills development in the mobility sector.

About the Role

The Customer Success Manager will manage the driver lifecycle and fleet operations including strategy compliance cost reduction and customer experience. This involves building and managing a team analyzing data and collaborating with other teams to optimise operations. The CS manager will ensure that the drivers are satisfied and perform their best to achieve set KPIs.

What Youll be Doing

Own the overall performance of the Performance and Customer Support sub-teams. Build and manage a team to build processes for and manage driver lifecycle and performance.

Oversee the handling of escalations and managing conflict resolutions with our customers. Work closely with the Sales and Onboarding team to ensure our customers are onboarded seamlessly.

Supporting operational driver safety and compliance

Contributing to the budgeting process from a Fleet Operations perspective. Liaising with peers within the region & company to share knowledge and optimise operations.

Monitoring driver behaviour and ensuring a high level of customer service. Analyzing data to increase business operational efficiency.

Collaborate with marketing teams to initiate local creative strategies and user growth campaigns

Recommend improvements to the product models to ensure that products are affordable and attractive to our driver partners

Set team KPIs and build a high-performing team.

What You will need for this position

Proven work experience as a Customer Success Manager or similar role

Data analysis skills.

Ideally 6 years of similar experience in Customer Service functions.

Candidates must have excellent communication skills.

Experience working with brand image and promoting value through customer experience Must possess excellent team management and leadership skills.

Analytical mindset and good problem-solving skills.

Candidates must be data-centric.

Growth mindset to scale up products and new geographies.

Candidates will be subject to analytical test prior to interviews

Key Metrics

Primary Metrics

100% collection rate - Ensure we achieve a 100% target on our revenue collections. 100% vehicle utilisation of active fleet- Ensure that the assigned vehicles in our fleet are in use.

100% daily and weekly active drivers - Ensure that all the drivers in our fleet are active weekly and monthly.

Customer satisfaction survey score of at least 85%.

Achieve 100% of target Supply hours and Trips per hour.

Support resolution time under 24 hours.

Directly reporting to our Head of Operations and closely working with our Operations Team.

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 financial freedom within reach.

Moove is strongly committed to diversity within its community. The Companys 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 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.