Job Description
Leads marketplace growth by acquiring and supporting buyers across Africa and MENA, ensuring trust, satisfaction, and long-term adoption. Owns customer lifecycle management, escalations, and localized engagement strategies.
Responsibilities
Key Responsibilities
- Lead onboarding and relationship management for B2B buyers and partners
- Define and execute go-to-market and marketing strategies in target markets
- Build, train, and manage localized customer success teams
- Own customer satisfaction, escalations, and trust-building mechanisms
- Provide structured feedback loops into Product and Tech for continuous improvement
- Min 8 years in customer success, sales, or account management in digital platforms or logistics
- Strong background in emerging markets, especially Africa/MENA
- Proven success in building scalable onboarding and support models
- Experience leading distributed teams across multiple geographies
- Thinking: Market foresight, cultural fluency, customer insight-driven
- Results: Clear orientation to adoption, retention, and customer satisfaction
- People: Strong communicator, trust-builder, empathetic leader
- Self: Resilient, adaptable to fast-changing environments
- Tools: CRM Tools
Leadership Priorities
- Build trusted customer base in launch markets
- Establish playbooks and frameworks for onboarding and engagement
- Set customer trust as a visible leadership priority across the organization
- Verified buyer onboarding (MENA/Africa): Target ≥ 100 per country in 3 months
- Activation rate (onboarded to inquiry): Target ≥ 40%
- First support response time: Target ≤ 12 hours
- Issue resolution time: Target ≤ 24 hours
- Buyer trust score/NPS: Target ≥ +40
- Buyers reordering within 30 days: Target ≥ 30%
Qualifications
Educational and Technical Qualifications:
- Graduate with 8-10 Years of Experience in a similar role and a bachelor degree in a related field
Language Skills:
- English is mandatory, Arabic
Years of Experience:
- Minimum 8 years of experience
Nature of Experience:
