Career

Job Requisition No: #KFT114

Place of Work: Kifiya HQ, Addis Ababa

Department: Enterprise & Growth

About this Role: We are seeking an experienced and strategic Head of eCommerce Platform

Management to lead our online retail operations. The ideal candidate will be responsible for overseeing the development, implementation, and continuous improvement of our eCommerce platform. This role requires a blend of strategic thinking, technical proficiency, and a deep understanding of eCommerce

trends and technologies.

Key Responsibilities:

Strategic Leadership

• Collaborate with eCommerce management to implement the overall eCommerce strategy in alignment with business goals.
• Identify new opportunities to enhance the eCommerce experience and drive sales growth.
• Stay updated on eCommerce industry trends and technologies to ensure competitive advantage.

Platform Management

• Oversee the management and optimization of the eCommerce platform, ensuring high performance, scalability, and security.
• Lead platform development projects, including new feature rollouts, integrations, and updates.
• Ensure a seamless and consistent user experience across all digital touchpoints.

Team Leadership

• Build, lead, and mentor a high-performing eCommerce team, including developers, designers, marketers, and analysts.
• Foster a collaborative and innovative team culture focused on continuous improvement.

Cross-functional Collaboration

• Work closely with marketing, sales, product, and IT teams to ensure alignment and integration of eCommerce activities with broader company initiatives.
• Coordinate with customer service to address and resolve customer issues related to the eCommerce platform.

Data-Driven Decision Making

• Utilize analytics and metrics to monitor platform performance, customer behavior, and sales data.
• Implement A/B testing and other methodologies to optimize the customer journey and increase conversion rates.
• Provide regular reports and insights to senior management.

Vendor Management

• Manage relationships with third-party vendors and partners, including payment processors, shipping providers, and technology vendors.
• Negotiate contracts and ensure service levels are met.

The ideal candidate should possess:

• Bachelor’s degree in Business, Information Technology, Marketing, or a related field. Master’s degree preferred.
• Minimum of 7-10 years of experience in eCommerce management or related roles. Proven track record of successfully managing and scaling eCommerce platforms. Experience leading cross- functional teams and managing large projects.

Other personal characteristics:

• Strong understanding of eCommerce platforms (e.g., Magento, Shopify, WooCommerce) and technologies.
• Proficiency in web analytics tools (e.g., Google Analytics, Adobe Analytics).
• Excellent leadership, communication, and organizational skills.
• Ability to think strategically and execute methodically.
• Strong analytical and problem-solving abilities.

Interested candidates with the relevant experience & qualifications are encouraged to submit their updated CVs, referencing Job Requisition No. [#KFT114], to hiring@kifiya.com.

Job Requisition No: #KFT113

Place of Work: Kifiya HQ, Addis Ababa

Department: Enterprise & Growth

About this Role: We are looking for a strategic and analytical Head of Performance Operations to oversee and optimize our eCommerce business operations, performance & projects operations. This role is critical in ensuring that our processes are efficient, scalable, and aligned with our business objectives. The ideal candidate will have a strong background in process improvement, performance metrics, project management and operational excellence. The measure of success for the role will be performance trajectory (as per revenue targets), budget optimization and holistic projects success

Key Responsibilities:

Process Improvement

• Analyze current eCommerce processes to identify inefficiencies and areas for improvement.
• Develop and implement process improvement strategies to enhance operational efficiency and customer satisfaction.
• Utilize Lean, Six Sigma, or other process improvement methodologies to drive continuous improvement initiatives.

Performance Management

• Establish and monitor key performance indicators (KPIs) to track and evaluate the performance of eCommerce operations.
• Develop dashboards and reporting tools to provide real-time insights into operational performance.
• Conduct regular performance reviews and provide actionable recommendations to senior management.

Operational Excellence

• Lead cross-functional teams to implement process improvements and operational changes.
• Ensure that all processes are documented, standardized, and consistently followed across the organization.
• Maintain standard operating procedures (SOPs) to ensure compliance and operational consistency.

Data Analysis and Reporting

• Collect and analyse data to identify trends, issues, and opportunities for improvement.
• Provide detailed reports and presentations to senior leadership on process performance and improvement initiatives.
• Utilise data-driven insights to drive strategic decision-making.

Team Leadership

• Build and lead a high-performing team focused on process improvement and performance management.
• Mentor and develop team members to enhance their skills and capabilities.
• Foster a culture of continuous improvement and operational excellence within the team
• Work closely with other departments (e.g., IT, Marketing, Customer Service) to ensure process alignment and integration.
• Communicate process changes and performance updates effectively across the organisation.
• Collaborate with external partners and vendors to ensure process efficiency and effectiveness.

Project’s Management

• Define various projects scope, goals, and deliverables that support business goals in collaboration with senior management and stakeholders.
• Develop comprehensive project plans to be shared with clients as well as other staff members.
• Plan and schedule project timelines and milestones using appropriate tools.
• Determine and allocate resources (time, money, equipment, etc.) necessary for project execution.
• Manage project resource availability and allocation to ensure the projects stays on track.

The ideal candidate should possess:

• Bachelor’s degree in Business Administration, Operations Management, Industrial Engineering, or a related field. Master’s degree preferred.
• Minimum of 7-10 years of experience in process improvement, performance management, or operational leadership roles. Experience with Lean, Six Sigma, or other process improvement methodologies.

Other personal characteristics:

• Detail-oriented with a focus on accuracy and quality.
• Results-driven with a strong focus on achieving performance targets.
• Innovative and proactive in identifying and implementing improvements.
• Ability to thrive in a fast-paced and dynamic environment.
• High level of integrity and dependability.

Interested candidates with the relevant experience & qualifications are encouraged to submit their updated CVs, referencing Job Requisition No. [#KFT113], to hiring@kifiya.com.

Job Requisition No: #KFT112

Place of Work: Kifiya HQ, Addis Ababa

Department: Enterprise & Growth

About this Role: The Head of B2C will be responsible for the strategic planning, development, and execution of the business unit e-commerce initiatives. This role requires a visionary leader with a deep understanding of digital commerce, vendor management, marketing, and customer experience. The ideal candidate will possess a strong track record in B2C e-commerce environments and be able to drive significant growth across our online platforms.

Key Responsibilities:

Strategy Development

• Implement comprehensive e-commerce strategies for B2C business.
• Identify and analyze market trends, customer needs, and competitive landscape to inform strategy.
• Collaborate with senior leadership to align B2C e-commerce goals with overall eCommerce business objectives.

E-commerce Operations & delivery

• Oversee the daily operations of the e-commerce platforms, ensuring optimal performance and user experience.
• Lead the selection and management of e-commerce technologies, platforms, and service providers.
• Optimize the online sales funnel to improve conversion rates, average order value, and customer retention.
• Ensure to deliver on the revenue and customer growth forecasts.

Marketing and Sales

• Develop and execute digital marketing strategies to drive traffic, engagement, and sales.
• Collaborate with the marketing team to create and manage campaigns, promotions, and content.
• Utilize data analytics to measure and optimize marketing performance and ROI.

Customer Experience

• Ensure a seamless and exceptional customer experience across all e-commerce touchpoints.
• Implement personalization and customer segmentation strategies to enhance engagement.
• Manage customer service processes and tools to resolve issues and improve satisfaction.

Team Leadership

• Build, lead, and mentor a high-performing e-commerce team,
• Foster a collaborative and results-driven team culture.
• Provide guidance and professional development opportunities for team members.

Financial Management

• Develop and manage the e-commerce budget, ensuring cost-effective strategies and operations.
• Monitor financial performance, analyze key metrics, and report to senior management.
• Identify opportunities for revenue growth and cost savings.

The ideal candidate should possess:

• Bachelor’s degree in Business, Marketing, E-commerce, or a related field; MBA or advanced degree preferred.
• Minimum of 10 years of experience in e-commerce, with a proven track record in both B2B or B2C environments.

Other personal characteristics:

• Strong understanding of e-commerce technologies, platforms, and best practices.
• Demonstrated success in developing and executing e-commerce strategies that drive growth.
• Excellent leadership, team management, and interpersonal skills.
• Strong analytical, problem-solving, and decision-making abilities.
• Proficiency in digital marketing, SEO, SEM, email marketing, and analytics tools.
• Ability to thrive in a fast-paced, dynamic environment.

Interested candidates with the relevant experience & qualifications are encouraged to submit their updated CVs, referencing Job Requisition No. [#KFT112], to hiring@kifiya.com.

Job Requisition No: #KFT111

Place of Work: Kifiya HQ, Addis Ababa

Department: Technology

About this Role: As a Data Governance Expert, you will be responsible for implementing and maintaining effective strategies and processes for ensuring the quality, security, and accuracy of our data. You will work closely with our team to identify data management best practices, establish policies and standards, and monitor compliance. In addition, you will help us develop effective data governance frameworks and lead the implementation of new technologies and tools to improve our data management capabilities.

Key Responsibilities:

• Develop and maintain data governance policies, standards, and procedures in line with industry best practices.
• Work closely with cross-functional teams to ensure proper data management and governance processes are followed.
• Monitor data governance compliance and identify areas for improvement.
• Collaborate with IT and business teams to identify data management issues and provide effective solutions.
• Develop and implement data quality controls to ensure accuracy and consistency of data.
• Lead the implementation of new data management tools and technologies.
• Conduct regular data audits and provide recommendations for data quality improvements.
• Develop and deliver training to educate employees on data management policies, procedures, and best practices.
• Keep up-to-date with industry trends and advancements in data governance to continuously improve company's data management capabilities.

The ideal candidate should possess:

• Bachelor's or Master's degree in Information Technology, Computer Science, or a related field
• Minimum 5 years of experience in data governance, data management, or data quality

Other personal characteristics:

• Strong understanding of data governance principles, procedures, and best practices
• Experience with data governance frameworks and tools
• Knowledge of data privacy laws and regulations
• Excellent problem-solving and analytical skills
• Strong communication and interpersonal skills
• Proven track record of implementing successful data governance initiatives

Interested candidates with the relevant experience & qualifications are encouraged to submit their updated CVs, referencing Job Requisition No. [#KFT111], to hiring@kifiya.com.

Job Requisition No: #KFT110

Place of Work: Kifiya HQ, Addis Ababa

Department: Technology

About this Role: As Business Development Manager for our data acquisition product, you will play a pivotal role in expanding our market reach and driving data collection. You will be responsible for identifying and engaging potential clients, establishing strategic partnerships, and executing sales strategies to achieve business objectives. This role offers an exciting opportunity to contribute to the success of our innovative data acquisition solutions in a dynamic and fast-paced environment.

Key Responsibilities:

Market Research and Analysis:

• Conduct comprehensive market research to identify potential clients, industry trends, and competitive landscape.
• Analyze market data to identify key opportunities for product positioning and differentiation.

Lead Generation and Prospecting:

• Develop and implement effective lead generation strategies to target prospective clients.
• Utilize various channels such as cold calling, email outreach, networking events, and social media to generate leads.

Client Engagement and Relationship Management:

• Build and maintain strong relationships with clients to understand their business needs and challenges.
• Collaborate with clients to identify opportunities for utilizing our data acquisition product to solve their problems and achieve their goals.

Customers (Organizations) Acquisition Strategy Development:

• Develop and execute new businesses or organizations acquisition strategies to meet or exceed data collection targets.
• Work closely with the data collections managers (Supervisors) to create compelling acquisition presentations, proposals, and pitches.

Partnership Development:

• Identify and establish strategic partnerships with complementary businesses to expand the reach of our data acquisition product.
• Negotiate partnership agreements and manage ongoing relationships to ensure mutual success.

Market Expansion:

• Identify new market segments and opportunities for product expansion.
• Develop strategies to penetrate new markets and drive adoption of our data acquisition product.

Performance Tracking and Reporting:

• Monitor customers' absorption performance metrics and KPIs to track progress towards goals.
• Prepare regular reports and presentations to communicate customers acquisition performance, market insights, and recommendations to senior management.

The ideal candidate should possess:

• Bachelor's degree in Business Administration, Marketing and sales or related field.
• Proven experience in business development, sales, or related roles.
• Strong understanding of data acquisition technologies and products preferred.
• Excellent communication, negotiation, and presentation skills.
• Ability to work independently and as part of a team in a fast-paced environment.
• Proactive attitude with a strong drive to achieve results.
• Proficiency in CRM software and Microsoft Office Suite.

Interested candidates with the relevant experience & qualifications are encouraged to submit their updated CVs, referencing Job Requisition No. [#KFT110], to hiring@kifiya.com.

Job Requisition No: #KFT109

Place of Work: Kifiya HQ, Addis Ababa

Department: Technology

About this Role: We are looking for Product Manager who defines and communicates the product vision and strategy, conducts market research, and collaborates with stakeholders to align the product roadmap with business goals. They gather and prioritize requirements, oversee product development and delivery, and engage with stakeholders to ensure effective communication and successful product launches. Key performance indicators include product revenue and growth, adoption and engagement, time-to-market, customer satisfaction, and roadmap execution.

Key Responsibilities:

Product Strategy and Vision:

• Conduct market research and analysis to identify market trends, customer needs, and competitive landscape.
• Collaborate with stakeholders to align product strategy with business goals and customer requirements.
• Stay informed about industry best practices and emerging technologies

Requirements Gathering and Prioritization:

• Gather and analyze user feedback, market research, and business requirements to define product features and user stories.
• Collaborate with cross-functional teams to prioritize product backlog based on business value, technical feasibility, and customer impact.
• Define and maintain product requirements documentation, ensuring clarity and alignment among stakeholders.

Product Development and Delivery:

• Collaborate with engineering, design, and QA teams to plan, execute, and deliver high-quality product releases.
• Provide clear and actionable product requirements, user stories, and acceptance criteria to development teams.
• Conduct user acceptance testing (UAT) to ensure that the product meets defined requirements and user expectations.
• Monitor and track product performance, metrics, and customer feedback to drive data-driven decision-making.

Stakeholder Management and Communication:

• Engage and manage relationships with internal and external stakeholders, including executives, customers, and partners.
• Ensure effective communication of product strategy, roadmap, and updates to stakeholders and cross-functional teams.
• Collaborate with marketing and sales teams to develop go-to-market strategies, product positioning, and marketing collateral.

Others:

• Product Revenue and Growth: ability to drive revenue and growth for the fintech product.
• Product Adoption and Engagement: success in driving user adoption and engagement with the fintech product.
• Time-to-Market: ability to deliver new features, enhancements, or products within the defined timelines.
• Customer Feedback and Satisfaction: success in gathering and utilizing customer feedback to improve the product.
• Product Roadmap Execution: effectiveness in executing the product roadmap and delivering value to customers.

The ideal candidate should possess:

• Bachelor's or Master's degree in Business Administration, Computer Science, or a related field.
• Minimum of 5 years working experience preferably in the Fintec, financial sector, and technology enabled services.
• Strong understanding of product management methodologies, processes, and best practices Familiarity with UX/UI principles and design thinking methodologies.

Interested candidates with the relevant experience & qualifications are encouraged to submit their updated CVs, referencing Job Requisition No. [#KFT109], to hiring@kifiya.com.

Job Requisition No: #KFT108

Place of Work: Kifiya HQ, Addis Ababa

Department: Technology

About this Role: We are looking for a Security Engineer designs and maintains systems to protect an organization's networks, data, mobile, web, and platform security from cyber threats. Their duties include risk assessments, vulnerability testing, security audits, and incident response. They develop and enforce security policies and work with IT teams to enhance security measures.

Key Responsibilities:

Security Infrastructure and Architecture:

• Design, implement, and maintain secure network and system architectures.
• Deploy and manage security tools and technologies to protect company assets.
• Conduct regular security audits and assessments to identify vulnerabilities and recommend remediation measures.
• Collaborate with cross-functional teams to ensure security is integrated into the development and infrastructure lifecycle.

Threat Monitoring and Incident Response:

• Monitor systems and networks for security breaches or suspicious activity.
• Investigate security incidents, perform root cause analysis, and implement appropriate mitigation measures.
• Develop and maintain incident response plans and procedures.
• Coordinate with internal stakeholders and external partners to respond effectively to security incidents

Others: -

• Vulnerability Management: Measure the Security Engineer's effectiveness in identifying, assessing, and mitigating vulnerabilities within the fintech system.
• Incident Response: Assess the Security Engineer's ability to respond to security incidents and breaches in a timely and effective manner.
• Security Audits and Compliance: Measure the Security Engineer's success in conducting security audits and ensuring compliance with relevant regulations and industry standards.
• Security Awareness and Training: Evaluate the Security Engineer's efforts in promoting security awareness and providing training to employees within the organization.

The ideal candidate should possess:

• Bachelor's degree in Computer Science, Information Security, or a related field.
• Minimum of 8 years working experience preferably in the Fintec, financial sector, and technology enabled services.
• Proficiency in security tools and technologies, such as firewalls, intrusion detection/prevention systems, SIEM, antivirus, and endpoint protection.

Interested candidates with the relevant experience & qualifications are encouraged to submit their updated CVs, referencing Job Requisition No. [#KFT108], to hiring@kifiya.com.

Job Requisition No: #KFT107

Place of Work: Kifiya HQ, Addis Ababa

Department: CEO’s Office

About this Role: The Head of Capital Raise will be responsible for ensuring that the Group is ready for investment due diligence and growth capital raising transactions.

Key Responsibilities:

• Manage the Investment Analyst to ensure the timely provision of business plans and financial models that demonstrate significant growth to enable fundraising to take place.
• Manage research processes to enable accurate growth forecasts.
• Assist with the management of due diligence processes.
• Keep abreast of the investment landscape and recommend potential sources of investment.
• Be able to explain the business plans and financial models to potential investment partners.
• Assess, analyze, and recommend the most appropriate sources of investment for the Group. Assist with the creation of funding plans.

The ideal candidate should possess:

• Recognized accounting or business management qualification to degree or equivalent level.
• Strong systems experience considered an advantage.
• MBA considered an advantage.
• Strong Microsoft Office skills.
• Experience in feasibility study and financial modelling preparation or similar roles.

Other personal characteristics:

• Strong written and oral communication skills, in both Amharic and English languages.
• Strong technical financial knowledge.
• Strong research, reporting, and analytical skills.
• Ability to create effective working relationships with internal and external stakeholders.
• Ability to manage conflict and be a team player.
• Colleague training and development skills.
• Ability to work independently without constant supervision.
• Effective time management and ability to meet deadlines.

Interested candidates with the relevant experience & qualifications are encouraged to submit their updated CVs, referencing Job Requisition No. [#KFT107], to hiring@kifiya.com.

Job Requisition No: #KFT106

Place of Work: Kifiya HQ, Addis Ababa

Department: CEO’s Office

About this Role: The Performance Manager will be responsible for the monthly per department reporting of financial and non-financial performance against budgets and/or reforecasts, providing budgets and reforecasts, and providing reports and analysis that facilitate and encourage cost control.

Key Responsibilities:

• Provision of monthly management accounts and dashboards in accordance with Company policies.
• Provide analysis of monthly management accounts.
• Provide periodic budgets for operations and capital expenditure. Work closely with all departments on the budgetary process and provide training to the departments where required.
• Provide budget reforecasting as and when required (usually on a quarterly basis).
• Assist with the process of short-term treasury forecasting.
• Provide cost review presentations for the Cost Management Committee on a monthly basis.
• Manage monthly cost review processes on an ongoing basis and identify and recommend cost efficiencies for consideration. Work closely with all organizational departments on this process.
• Streamline the reporting processes by making maximum use of the ERP system.
• Manage and compile the quarterly and annual business reports.
• Track and report on Company performance against OKR’s.
• Track and report on Company and employee performance against KPI’s.

The ideal candidate should possess:

• Recognized accounting or business management qualification to degree or equivalent level.
• Strong systems (particularly ERP) experience considered an advantage.
• Strong Microsoft Office skills.

Other personal characteristics:

• Bilingual in Amharic and English.
• Strong finance and accounting expertise.
• Excellent decision-making and problem-solving skills.
• Skilled in research and analysis.
• Effective stakeholder relationship management.
• Team player with conflict resolution skills.
• Capable of independent work and meeting deadlines.

Interested candidates with the relevant experience & qualifications are encouraged to submit their updated CVs, referencing Job Requisition No. [#KFT106], to hiring@kifiya.com.

Job Requisition No: #KFT105

Place of Work: Kifiya HQ, Addis Ababa

Department: Human Capital & Admin

About this Role: As a Human Capital Business Partner (HRBP), you will play a crucial role in aligning human resources functions with the strategic goals of the organization. This position requires a combination of strategic thinking, strong interpersonal skills, and in-depth HR expertise to support business objectives and enhance the overall employee experience.

Key Responsibilities:

Business Alignment:

• Develop a deep understanding of the business unit's goals, challenges, and operations to align HR strategies with overall business objectives.
• Collaborate with business leaders to provide HR insights and contribute to decision-making processes.

Talent Acquisition and Management:

• Partner with business leaders to forecast workforce needs and implement effective recruitment strategies.
• Drive talent management initiatives, including succession planning, to ensure a pipeline of skilled and engaged employees.

Organizational Development and Change Management:

• Lead initiatives to enhance organizational effectiveness, streamline processes, and support business growth.
• Manage and communicate changes effectively, ensuring a smooth transition for employees.

Employee Engagement:

• Develop and implement programs to foster a positive work culture, improve employee morale, and enhance overall job satisfaction.

Performance Management:

• Collaborate with business leaders to set performance expectations and provide guidance on performance management processes.
• Support managers in addressing performance issues and developing improvement plans.

Employee Relations:

• Act as a trusted advisor to employees and managers, addressing employee relations issues and ensuring fair and consistent application of HR policies.
• Conduct investigations and provide guidance on conflict resolution.

Job Requisition No: #KFT104

Place of Work: Kifiya HQ, Addis Ababa

Department: Human Capital and Admin

About this Role: The Head of Administration is responsible for overseeing the comprehensive management of the company's administrative and facilities functions, ensuring operational efficiency, regulatory compliance, and employee satisfaction. This role includes managing office administration, expatriate housing and visas, transportation services, and company vehicles, as well as coordinating facilities maintenance for the headquarters, branch offices, regional offices, and warehouse. The Head of Administration supports HR activities, enforces health and safety standards, and liaises with external vendors and government agencies. Reporting to the Chief of HR and Admin, the Head of Administration is instrumental in maintaining a productive work environment and optimizing resource utilization across the organization.

Key Responsibilities:

1. Facilities Management:
   • Oversee the management of all company facilities, including headquarters, branch offices, regional offices, and warehouse.
   • Ensure facilities are well-maintained, secure, and meet operational requirements.
   • Manage store operations, ensuring proper inventory control and distribution.
   • Coordinate with external vendors and contractors for facility services and maintenance.
   • Implement and monitor health, safety, and environmental policies to ensure compliance with regulations and standards.
2. Company Vehicles and Transportation:
   • Oversee the maintenance, servicing, and utilization of company vehicles and cars.
   • Manage the company’s transportation services, including scheduling and route planning.
   • Implement a booking system for car usage to optimize vehicle availability and efficiency.
   • Ensure compliance with transportation safety regulations and policies.
3. Office Administration:
   • Supervise daily office operations to ensure efficiency and productivity.
   • Manage office supplies and inventory, ensuring timely procurement and distribution.
   • Oversee office cleaning and maintenance to maintain a conducive work environment.
   • Implement and maintain office policies and procedures to ensure smooth operations.
4. Expats Housing and Visas:
   • Coordinate housing arrangements for expatriate staff, ensuring comfort and compliance with company policies.
   • Handle visa and work permit applications, renewals, and compliance with local regulations.
   • Liaise with government agencies and legal advisors to ensure timely processing of all documentation.

5. HR Support:
   • Provide support to the HR department as needed, including recruitment, onboarding, and employee relations.
   • Assist in the development and implementation of HR policies and procedures.
   • Facilitate employee engagement activities and support the creation of a positive work environment.
6. Regional Offices Administration:
   • Oversee the administration and facilities management of regional offices.
   • Ensure consistent standards and practices are maintained across all locations.
   • Conduct regular audits and inspections of regional offices to ensure compliance with company standards.

Other personal characteristics:

• Str Leadership: Strong organizational and leadership skills to manage multiple teams and functions effectively.
• Communication: Excellent communication and interpersonal abilities to interact with staff at all levels.
• Facilities Management: Proficiency in facilities management, including maintenance, safety, and compliance.
• Administrative Skills: Strong administrative skills, including office management and coordination.
• Regulatory Knowledge: Knowledge of visa and work permit regulations and other relevant compliance requirements.
• Multitasking: Ability to handle multiple tasks and prioritize effectively to meet deadlines.
• HR Support: Experience in HR support and employee relations to assist the HR department when needed.

Performance Metrics:

• Operational Efficiency: Efficiency and cost-effectiveness of office operations and facility management.
• Timeliness: Timeliness and accuracy of visa and work permit processing.
• Asset Utilization: Maintenance and utilization of company vehicles and facilities.
• Employee Satisfaction: Employee satisfaction with administrative and facility services.
• Compliance: Compliance with regulatory requirements and company policies.
• Health and Safety: Adherence to health, safety, and environmental policies and regulations.

Interested candidates with the relevant experience & qualifications are encouraged to submit their updated CVs, referencing Job Requisition No. [#KFT104], to hiring@kifiya.com.

Job Requisition No: #KFT103

Place of Work: Kifiya HQ, Addis Ababa

Department: Enterprise & Growth

About this Role: The Head of Customer Experience is a senior executive role responsible for leading & managing Customer Care including the Customer Support Center/Call Center. This position is crucial in supporting all business ventures under the Chief of Enterprise & Growth, ensuring that these functions align with & enhance Kifiya's overall business goals & growth strategies.

Key Responsibilities:

• Lead Customer Care Strategy: Develop & implement a strategy aligned with Kifiya's goals for exceptional service across all channels.
• Set & Monitor KPIs & SLAs: Establish & monitor key performance indicators (KPIs) like call resolu on rates, customer satisfaction on, & adherence to service level agreements (SLAs).
• Analyze & Improve Customer Experience: Leverage data & feedback to identify areas for improvement, implement strategies to enhance customer satisfaction on & efficient issue resolution.
• Drive Continuous Improvement: Foster a culture of continuous improvement within the call center for optimized performance & service delivery.
• Manage Call Center Resources: Effectively manage budgets for personnel, technology, & training to ensure efficient call center operations.
• Direct Call Center Operations: Oversee call routing, queue management, adherence to quality standards, and exceptional service delivery.
• Evaluate & Implement Technology: Implement new technologies to improve efficiency, optimize agent productivity, & enhance the customer experience.
• Foster Collaboration & Communication: Build strong relationships with other departments & communicate effectively with staff, utilizing customer feedback to improve service across Kifiya.

The ideal candidate should possess:

• Bachelor’s degree in Business Administration, Marketing, Data Science, Human Resources, or a related filed; a Master’s degree or relevant professional certification is preferred.
• Minimum of 10 years of experience in shared services or related fields, with at least 5 years in a leadership role.

Other personal characteristics:

• Strategic Leadership: Expertise in developing customer care strategies, managing KPIs, and driving continuous improvement.
• Customer Focus and Collaboration: Skilled in enhancing customer satisfaction, implementing technology, and fostering cross-departmental communication.

Interested candidates with the relevant experience & qualifications are encouraged to submit their updated CVs, referencing Job Requisition No. [#KFT103], to hiring@kifiya.com.

Job Requisition No: #KFT102

Place of Work: Kifiya HQ, Addis Ababa

Department: Market Solutions Practice (MSP)

About this Role: We are seeking a seasoned and skilled Head of Research to lead our research efforts and provide strategic insights into key market segments. The ideal candidate will conceptualize and execute research and analyses, extract relevant insights, and clearly communicate results and recommendations to diverse audiences. This role requires a strategic thinker with a proven track record of delivering impactful research outcomes that drive knowledge adoption for program success and policy changes.

Key Responsibilities:

• Strategic Leadership: Lead & oversee all research activities related to our access to finance, access to markets, agriculture and mobility. Develop and execute the research strategy to support our goals and objectives. Provide strategic direction and ensure alignment of research activities with organization priorities.
• Research Design & Execution: Design & implement robust research methodologies to address key issues related to all our market segments. Manage complex research projects including data collection, analysis & reporting.
• Analysis & Insights: Translate research findings into practical recommendations for opportunities & challenges for product & program improvement.
• Stakeholder Engagement: Collaborate with internal & external stakeholders including policy makers, financial institutions & community organizations. Present research findings & insights to diverse audiences.
• Team Management: Build & lead a high performing research team, both internal & external (consultants), providing mentorship & guidance. Foster a collaborative & innovate research management.
• Quality Assurance: Ensure the accuracy & reliability of research & analyses, & consistent, transparent documentation of sources, methods & limitations.

The ideal candidate should possess:

• Master’s or PHD degree in economics, finance or related fields.
• 15+ years of experience in research with a strong focus on economics & financial inclusion.

Other personal characteristics:

• Strategic and Analytical Skills: Ability to develop impactful research strategies and translate complex data into actionable insights.
• Leadership and Team Management: Proven experience in leading and mentoring teams effectively.
• Stakeholder Engagement: Strong skills in collaborating with diverse stakeholders and communicating findings.

Interested candidates with the relevant experience & qualifications are encouraged to submit their updated CVs, referencing Job Requisition No. [#KFT102], to hiring@kifiya.com.

Job Requisition No: #KFT101

Place of Work: Kifiya HQ, Addis Ababa

Department: Market Solutions Practice (MSP)

About this Role: The Analyst will conduct market research, analyze & synthesize data, and provide strategic insights into market gaps, opportunities, and social impact potential. This role involves supporting thought leadership initiatives and producing impactful, use-focused knowledge products related to access to markets, finance, and agriculture, with a focus on their intersection with technology.

Key Responsibilities:

• Data Collection: Collect and compile data and information from diverse sources, including conducting market research at the nexus of technology and access to finance, access to markets, and agriculture.
• Synthesis and Analysis: Synthesize and analyze data and information from diverse sources to identify trends and insights on market gaps, business opportunities and challenges and social impact.
• Reporting and Knowledge Translation: Develop use-focused knowledge products, including research summaries, briefing notes, presentations, events, data and concept visualizations and diagrams, reports and inputs other publications.
• Collaboration: Identify and liaise with key internal and external stakeholders to identify and pursue opportunities for collaboration. Coordinate and align with multiple business teams to define information/evidence needs, gather inputs and ensure outputs are relevant and use-focused.
• Business Development: Contribute to business & partnership development & program design, including developing concept notes & partnership proposals.
• Quality Assurance: Ensure the accuracy & reliability of analyses, content, transparent documentation of sources, methods limitations.

The ideal candidate should possess:

• Bachelor’s or Master’s degree in Business, Management, Economics, Law, Finance, or related fields.
• 2+ years of experience in consulting, program management or support, business development or research.

Other personal characteristics:

• Expertise in research design and data analysis (qualitative and quantitative).
• Highly organized with strong project management and communication skills.
• Excellent interpersonal, teamwork, and problem-solving abilities.
• Detail-oriented, proactive, and adaptable with a commitment to continuous learning.

Interested candidates with the relevant experience & qualifications are encouraged to submit their updated CVs, referencing Job Requisition No. [#KFT101], to hiring@kifiya.com.