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Onboarding Manager – Nigeria

Onboarding Manager

Lagos, Nigeria

Details about this role

At Leta, we are building the Operating System for Logistics in Africa, using tech to help companies move goods more efficiently and grow more. By leveraging AI technology, we help companies track and optimize their deliveries and move goods across the continent.And we’re in good company: with customers like Chandaria Industries, Simbisa Brands (Galitos, ChickenInn and Pizza Inn) and ShopZetu using our platform to deliver faster and more efficiently. It’s not just good company, it’s a great team as well.We have a superstar team of smart people who previously worked at Delivery.com, Lori Systems, Deloitte, Kopo Kopo and have come together to solve for logistics across Africa. And we’re growing!

Purpose & Scope of Role

As the Onboarding manager you will be in charge of onboarding our customers in Nigeria – primarily major restaurant chains and logistics companies – so that they are able to grow their business by increasing both efficiency and service quality in their last mile delivery operations.

You will manage the onboarding during the sales process, pilot and full roll-out. You will liaise with the management and operational teams at each of our customers. You will be responsible for growing and managing the customer success team. You will also liaise closely with the Product & Tech, and Sales teams. You will report directly to the General Manager.

 

In the role of the Onboarding manager you will build a long term partnership with the customer, beginning during the sales process and continuing until the full onboarding is complete

Key Responsibilities

During sales

  • You are involved with the sales process to assess the business needs of our customers, such as uncovering their current pain points, the desired state for their last-mile delivery operations and why they would benefit from Leta’s solution.
  • As part of the sales process you conduct in depth solution mapping sessions to fully understand the customer’s last mile delivery operations and their KPIs, and to advise on how they can benefit from the Leta solution.
  • In the meantime you establish a relationship with the management and operational teams of our customer.
  • Together with our sales and product & tech teams you develop a high-level view on how the Leta solution can be best configured for the customer

Onboarding

  • During the onboarding phase you start by developing and agreeing upon an onboarding plan, including pilot KPIs and full roll-out plan. This will involve working with the customer to fully understand their requirements & operations, working with Leta’s product & tech teams to assess the technical requirements, and then using your own judgment to decide on the structure, details and timelines of the onboarding. 
  • Most of our customers run their logistics manually at the moment and onboarding to Leta constitutes a major transformation of their logistics operations, therefore change management can be critical to ensure the organization fully embraces  Leta’s solution in order to benefit from it.
  • You coordinate the pilot, including the setup of the system, the training of riders, and learning and fine turning. Be prepared for a lot of training and operational fine tuning during the further roll-out to ensure the Leta system is being used effectively by all stakeholders.
  • In the end it is not just about the technology we provide, but about the value we add to our customer, such as reducing operations costs, improving service levels, and providing customer insights. Therefore we collect a lot of data and provide this back to our customers in a way they are able to make business decisions. You coordinate this together with our data analysts
  • When the solution is rolled out to all users and the expected benefits are achieved you will handover the customer to your CS colleagues

Skills, Experience and Competencies

  • You have at least 5 years experience rolling out tech solutions to enterprise customers in logistics, food delivery or other relevant sectors
  • Experience in logistics and the food delivery space, for instance managing fleet, rolling out technology, improving processes
  • You have excellent organizational skills and robust project management and process management experience 
  • Proven experience in managing complex stakeholder situations 
  • Experience with change management is preferred
  • Experience or affinity with logistics and technology