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Manager, Client Services Team

60decibelsinc · 29 days ago
KES 7,000,000 - KES 9,400,000
Full-time
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60 Decibels is a tech-powered impact measurement company that makes it easy to listen to the people who matter most. We've been in business as an independent entity since early 2019, when we spun out of the global Impact Investor Acumen.

We believe that the best way to understand social impact is by talking to the people experiencing that impact. It sounds obvious when you say it, but that is not the typical practice for many impact investors, corporations and foundations working to create social change. 

We collect social impact data directly from beneficiaries (customers / employees / suppliers) using our network of 1000+ trained research assistants in 75+ countries. We do it quickly and without the fuss typically associated with measuring social impact. Our research assistants speak directly to customers to understand their lived experience; and our team turns all this data into benchmarked social performance reports, with accompanying insights, to help our clients demonstrate and improve social performance. 

By making impact measurement simple, scalable, and comparable, we not only enable organizations to improve their products and services; we also help transform what it means to credibly measure impact, ensuring that the voices of those who matter most are always part of the story.

About The Role

We are a fast-growing, mission-driven, B2B company working with the world’s leading impact investors, companies, foundations and nonprofits who are looking to create positive social impact. If you're similarly passionate about ensuring the voice of end consumers are incorporated in decisions about them, we're looking for a Manager to join our Client Services team. 

The Manager, Client Services will have the opportunity to interact with some of the most exciting organizations – foundations, investors, corporations, nonprofits and enterprises. They will contribute to strengthening our client relationships through high quality project delivery, improving our project teams’ experience and efficiency, and growing our business by supporting through new sales. 

More specifically, the Manager will:

  • Manage multiple strategic client relationships and deliverables, ensuring high quality output, client engagement, and timely delivery – contributing directly to the achievement of our organizational goals.
  • Advise and mentor a team of 7-10 service team member researchers on the design of project deliverables, providing guidance at key project milestones to ensure alignment with client objectives and the delivery of high-quality outcomes. Bring sector-specific insights, trends, and best practices to bear on our work.
  • Design new survey products with the aim of collecting actionable feedback from study participants that will help social enterprises grow their business and impact.
  • Conduct analysis and create reports that tell a compelling story and provide actionable insights for clients; with a clear expertise on relevant context in the relevant sector(s). 
  • Support the Directors with new business opportunities in the market.; conversations, scoping, proposal-writing, relationship-building.
  • Model our company values and serve as a coach and mentor to team members in areas of relative strength, particularly as related to the competencies required for end-to-end project execution, business processes and compliance. 
  • Model and encourage proactive and effective communication across the team, including the ability to give, receive and act on feedback. 
  • Support team members with workflow, prioritization, and professional growth.
  • Identify areas for improvement across 60 Decibels and put in place solutions to enhance our productivity and expand the footprint of our business.
  • Willing to get their hands dirty, diving deep into the tactical and technical details of the projects, while also keeping an eye on the strategic aspects.

About You

First and foremost, you bring compassion and dedication to this work because it matters to you. You have a bias towards action: you get your hands dirty and actively tackle problems in a way that leads to the best outcomes and brings teams together. You successfully balance flexibility and rigor, using informed judgment to make decisions. You model critical thinking and introspection, taking strategic risks and growing from mistakes. You are decisive and bold, have a growth mindset, are eager to change the status quo, and know the value of being a part of an effective team. You take pride in enabling the best work of others.

We also expect that most candidates will have had the following experiences / attributes. If your experience set differs, but you think you’re the right person for the job, say that in your application.

Mandatory Requirements: 

  • Minimum of 10 years of professional experience in a client facing research role is a mandatory requirement; Monitoring and Evaluation, Impact Measurement or Marketing Research
  • Minimum education level: Bachelor's degree is required
  • Minimum of 5+ years’ experience in managing people
  • Strong technical research skills in questionnaire design and development, sampling techniques, report writing and presentation skills
  • Analytical skills and experience making data-driven decisions and synthesizing information
  • Superior Excel and PowerPoint skills 
  • Excellent project management competence: timely delivery, high quality output, great communication 
  • Excellent relationship building skills; client management
  • Comfort in a fast-paced, entrepreneurial environment; ability to prioritize and multi-task
  • Superior detail orientation with the ability to step back and think big picture

Preferred but not mandatory requirements:

  • Experience working in or conducting research in Agriculture, Energy, Financial Inclusion, Gender, Quality Jobs, MSME, Health, Education or other sectors
  • Demonstrated interest in or commitment to tackling global development challenges
  • Familiarity with Qualtrics, Stata / R / ArcGIS 

Deadline: Candidates are encouraged to apply early, as applications will be reviewed on a rolling basis.

Compensation: 60 Decibels offers a competitive salary and benefits package and the opportunity to work in a flexible, fun and supportive environment. The salary range for this position is KES 7,000,000 to 9,400,000 annually.

Location: Nairobi, Kenya

 About our team and our culture: we are a fun and hardworking global team that is full of smart, mission-driven folks who combine an entrepreneurial spirit with a commitment to make a positive change in the world.  

We consistently hear from our clients that the best thing about 60 Decibels is the people. To get a feel for our slightly nerdy, not-take-ourselves-too-seriously vibe, check out our monthly newsletter, The Volume.

Extra Perks: Please note these benefits are only offered to full time employees. We have an unlimited leave policy and a monthly recharge day, on the first Friday of each month. We are a globally distributed team and you’ll get the chance to work with colleagues from around the world.

Want to get to know us a little better?

> Sign up to receive The Volume, our monthly collection of things worth reading.

> Visit our website at 60decibels.com.

> Read about our team values here

Please note that your responses to the questionnaire really helps us get to know you more and we prioritize candidates that complete the application questionnaire.

Last updated on Mar 21, 2024

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