Jobs at KEEN

Lead creative operations and client relationships for multiple accounts. Manage team workload, resource planning, project prioritisation, and performance. Coach creatives, translate client objectives into briefs, run client meetings, improve workflows, monitor project health, support upsell opportunities, and oversee internal marketing (website, social, content) while collaborating on recruitment and strategic planning.

Build, customize, and optimize Shopify sites and themes (Liquid, JS, HTML, CSS). Implement integrations, improve performance, SEO, and conversion through CRO experiments, troubleshoot issues, and collaborate with e-commerce managers and clients.

Manage daily orders, shipments, purchase orders, routing, delivery appointments, supplier follow-ups, billing, reporting, and production schedule updates. Coordinate with Amazon, QVC, suppliers, freight partners, and 3PL warehouses. Maintain accurate NetSuite records, resolve Celigo integration issues, and ensure orders are processed and delivered on time during a six-month maternity leave contract.

Analyze contact center metrics (AHT, FCR, CSAT, SLA, productivity), build dashboards, identify performance gaps, conduct root-cause analysis, support forecasting and workforce planning, document requirements, and present data-driven recommendations to stakeholders to drive operational improvements.

Manage monthly payroll for the South African entity including statutory submissions, payroll reconciliations, and employee queries. Support bookkeeping (AP/AR, expenses), monthly reconciliations, payroll-to-budget variance tracking, and ad-hoc financial reporting. Collaborate with HR, Talent Acquisition, Operations, and leadership; maintain accurate financial records and compliance.

Review and assess new and reopened claims in the internal system, validate documentation, process decisions within guidelines, escalate exceptions, maintain records, meet SLA and quality targets, identify fraud indicators, and support process improvement and collaboration with leads and quality teams.

Lead 24/7 BPO customer experience and service operations: design processes, build teams, manage client relationships, monitor KPIs, ensure compliance, manage budgets, recruit and coach staff to scale global CX delivery.

Support execution of email and SMS lifecycle campaigns for e-commerce clients: build and deploy campaigns, manage segmentation and automated journeys, perform QA, monitor performance, assist reporting, and coordinate with designers and e-commerce teams.

Partner with employees and managers to gather feedback, design and deliver engagement and culture initiatives, improve retention, support onboarding and development, coach managers, run listening activities, and turn insights into measurable actions to strengthen company culture and employee experience.