Associate Manager, After Sales - EasyBuy Direct

Job Location: Arusha

About the role
The Associate Manager, After Sales – EasyBuy Direct (EBD) will drive operational excellence, customer satisfaction, service quality, and cost efficiency across Sun King's EBD after-sales operations in Tanzania.

The role will oversee warranty management, repairs and replacements, customer escalations, field-service performance, and compliance with after-sales policies and SOPs. Working closely with shop operations, field teams, refurbishment, and cross- functional stakeholders, the role will use operational data and continuous improvement initiatives to enhance service delivery, optimise costs, and strengthen the customer experience.

What you will be expected to do
1. After-Sales Operations & Process Improvement

• Review and improve after-sales processes, SOPs, and operational controls across shop and field operations.

• Monitor compliance with warranty, repair, replacement, and refurbishment
policies.

• Identify operational gaps, implement corrective actions, and drive continuous
improvement via a focused training calendar.

2. Warranty Management & Cost Optimisation

• Oversee warranty claims, repairs, replacements, service turnaround times, and adherence to SLAs.

• Monitor warranty expenditure, identify cost drivers, and improve after-sales cost efficiency.

• Strengthen refurbished replacement utilization and manage service backlogs, stock-related issues, and warranty fraud.

3. Customer Experience & Service Quality

• Monitor NPS, CSAT, CES, customer complaints, and service escalations.

• Ensure timely resolution of customer issues and recurring service failures.

• Use customer feedback to improve service quality, retention, and overall customer experience.

4. Field-Team Capability Development

• Coordinate training for Sun King Shop Executives (SSEs) and relevant field teams on product knowledge, troubleshooting, warranty policies, and after- sales processes.

• Drive adoption of Zendesk, Kazi Plan, and SAP through coaching and
operational reviews.

• Monitor training effectiveness and address capability gaps affecting service delivery.

5. Technical Quality & Refurbishment

• Work in collaboration with SSEs technical and refurbishment teams to improve repair quality and replacement outcomes.

• Monitor No Trouble Found (NTF) rates of SSEs for products returns and
coordinate training for specific shops

• Provide structured product-quality feedback to New Product Development and other relevant teams.

6. Reporting & Performance Management

• Maintain accurate after-sales performance trackers and dashboards.

• Analyze operational trends, identify performance gaps, and coordinate
corrective actions.

• Track claims, turnaround times, customer experience, warranty costs, and process compliance.

7. Cross-Functional Partnership

• Work with shop operations, field teams, customer support, refurbishment, warehousing, finance, and product teams to resolve operational bottlenecks.

• Coordinate stakeholder actions to improve service delivery, product quality, and customer outcomes.

• Undertake other tasks assigned by the After Sales Manager.

Key Performance Indicators (KPIs)

• Warranty claim closure and SLA compliance.

• Repair and replacement turnaround time.

• Warranty expenditure relative to EBD revenue.

• Refurbished replacement utilization.

• Customer experience measures, including NPS, CSAT, and CES.

• Customer escalation and fraud resolution.

• SOP compliance and operational controls.

• Field-team training and capability development.

• NTF rates per shop

• Accuracy of service records and system transactions.

• New product reviews and product-quality feedback.

• Reporting accuracy and implementation of process improvements.

You might be a strong candidate if you have
• A bachelors degree in a relevant field, Retail Management, Inventory Management, Business Administration, Operations Management, or a related field.

• At least 3–5 years of relevant experience in after-sales operations, customer service, warranty management, or field operations.

• Experience managing operational KPIs, improving processes, and
implementing SOPs.

• Strong analytical, problem-solving, and performance-management skills.

• Familiarity with Zendesk, SAP, CRM platforms, Looker or similar operational
systems.

• Knowledge of warranty management, repairs, replacements, inventory
controls, and service-quality assurance.

• Strong communication, stakeholder-management, and team-coaching skills.
 A customer-centric mindset, strong ownership, and a dedication to
continuous improvement.