Associate Manager, After Sales – EasyBuy Direct

Job Location: Arusha

About the role

The Associate Manager, After Sales – EasyBuy Direct (EBD) will **oversee 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 teams, the role will use operational data and continuous improvement initiatives to enhance service delivery, optimise costs, and strengthen the customer experience.

Responsibilities

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 improve processes through a structured 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.
• Increase the use of refurbished replacements 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 the 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.
• Encourage effective use 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 closely with SSEs, technical teams, and refurbishment teams to improve repair quality and replacement outcomes.
• Monitor No Trouble Found (NTF) rates for returned products at SSE shops and coordinate targeted 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.
• **Review 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 service, refurbishment, warehousing, finance, and product teams to resolve operational bottlenecks.
• Coordinate actions across relevant teams 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 utilisation.
• 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.

Skills

• A bachelor's degree in a relevant field, such as Retail Management, Inventory Management, Business Administration, or Operations Management, or a related discipline.
• 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 **problem-solving, data interpretation, 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, a sense of ownership, and a focus to continuous improvement.

Benefits

• Professional growth in a dynamic, rapidly expanding, high-social-impact industry
• An open-minded, collaborative culture made up of enthusiastic colleagues who are driven by the challenge of innovation towards a profound impact on people and the planet.
• A truly multicultural experience: you will have the chance to work with and learn from people from different geographies, nationalities, and backgrounds.
• Structured, tailored learning and development programs that help you become a better leader, manager, and professional through the Sun Center for Leadership.