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.  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.

• 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.

• 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.