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Performance Manager Job. Safaricom

Department Description

We are pleased to announce the following vacancy in the Masoko Department within the Enterprise Business Unit Division. In keeping with our current business needs, we are looking for a person who meets the criteria indicated below.

Reporting to the Senior Manager Vendor Operations, the position holder will be tasked with improving the overall business performance, customer satisfaction and re-purchase rates by improving the vendor performance.


  • Develop processes in conjunction with the Warehousing and Logistics teams to improve the vendor On-Time Shipping & On-Time Delivery which will improve Customer Experience.
  • Ensure all vendors on Masoko are aware of the SLAs and agree to abide by them.
  • Enforce, update and refresh Masoko SLAs for vendors
  • Create clean and compelling visual reporting and graphical depictions of data that shows impact of OTS/OTD and Order Defect Rate performance for Masoko.
  • Analyze large quantities of data to Category Managers and the business at large make timely and relevant decisions in the onboarding and management of vendors.
  • Manages end-to-end Partner Performance metrics, Order Defect Rate, On-Time Shipping, Valid Tracking, and relationship success.
  • Monitoring and defining strategies to act on customer feedback; and providing strategic and operational recommendations to senior staff and cross-functional/third party partners
  • In conjunction with warehousing and content teams ensure the accuracy of the stock levels published on the website especially for consignment stock.
  • Ensure the adoption of the Vendor Portal for all vendors.


  • Bachelor’s degree in a relevant and quantitative field (e.g. Operations Research, Economics, Management Science, Business Analytics, Statistics, etc.).
  • 6+ years of total work experience
  • Experience in establishing, measuring, and meeting service level agreements, improving the availability, performance, and quality of systems, and managing complex on-the-fly operational concerns.

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