Courier Growth Associate (Performance, Engagement & Retention) – WeGoo

Job Description

Position Summary

WeGoo is seeking a highly motivated and analytical Courier Growth Associate – Performance, Engagement & Retention to support the productivity, engagement, and long-term success of its courier workforce. The successful candidate will be responsible for monitoring courier performance, implementing engagement initiatives, driving retention strategies, optimizing earnings opportunities, and ensuring workforce efficiency.

This role requires a proactive individual with strong people management, coaching, analytical, and operational skills who can help maximize courier productivity while fostering a positive and rewarding courier experience.

Key Responsibilities

Performance Management

• Monitor courier productivity, utilization rates, and operational performance.
• Track key performance indicators (KPIs) and identify performance trends.
• Conduct regular performance reviews and provide constructive feedback.
• Develop and implement performance improvement plans where necessary.
• Support the achievement of operational targets through effective workforce management.

Courier Engagement & Retention

• Design and execute courier engagement initiatives to improve satisfaction and loyalty.
• Organize engagement forums, meetings, and feedback sessions with couriers.
• Foster strong relationships with couriers to improve communication and trust.
• Identify factors affecting courier retention and recommend solutions.
• Develop strategies to increase courier commitment and long-term participation.

Incentive & Rewards Management

• Coordinate and implement courier incentive and reward programs.
• Monitor the effectiveness of incentive schemes and recommend improvements.
• Ensure fair administration and communication of reward programs.
• Analyze incentive performance and its impact on productivity and retention.

Courier Reactivation & Workforce Optimization

• Identify inactive or dormant couriers and implement re-engagement strategies.
• Conduct outreach campaigns to reactivate underutilized couriers.
• Support workforce planning initiatives to maintain optimal courier availability.
• Assist in balancing courier supply with operational demand.

Coaching & Development

• Provide coaching and mentorship to couriers to improve performance.
• Identify training needs and collaborate with relevant teams to address skill gaps.
• Encourage best practices in customer service, delivery efficiency, and professionalism.
• Support continuous learning and development initiatives.

Data Analysis & Reporting

• Analyze courier performance data and operational reports.
• Generate actionable insights to improve productivity and operational efficiency.
• Prepare periodic reports on engagement, retention, performance, and workforce utilization.
• Present recommendations to management based on data findings.

Issue Resolution & Stakeholder Management

• Investigate and resolve courier-related operational issues and escalations.
• Collaborate with operations, customer service, and management teams to address challenges.
• Serve as a liaison between couriers and internal stakeholders.
• Ensure courier concerns are handled promptly and professionally.

Qualifications & Experience

Education

• HND, Bachelor’s Degree, or equivalent qualification in:
  • Business Administration
  • Human Resource Management
  • Operations Management
  • Logistics & Supply Chain Management
  • Economics
  • Statistics
  • Or a related field

Experience

• Minimum of 2 years’ experience in:
  • Operations Management
  • Workforce Management
  • Account Management
  • Logistics Operations
  • Performance Management
  • Employee or Contractor Engagement
• Experience in logistics, delivery services, transportation, e-commerce, or fleet operations will be an added advantage.

Required Competencies

Technical Competencies

• Workforce planning and productivity management.
• Performance tracking and KPI monitoring.
• Data analysis and reporting.
• Incentive and reward program administration.
• Operational planning and execution.
• Proficiency in Microsoft Excel, Google Sheets, and reporting tools.

Behavioral Competencies

• Strong analytical and problem-solving mindset.
• Excellent stakeholder management skills.
• Ability to coach and influence others.
• Strong communication and interpersonal skills.
• Data-driven decision-making ability.
• High level of accountability and ownership.
• Organizational and multitasking skills.
• Ability to work under pressure and meet deadlines.

Key Performance Indicators (KPIs)

Performance may be measured through:

• Courier productivity and utilization rates.
• Active courier retention percentage.
• Courier engagement and satisfaction scores.
• Reactivation rate of dormant couriers.
• Reduction in courier turnover.
• Achievement of workforce availability targets.
• Improvement in courier earnings performance.
• Resolution time for courier escalations.
• Effectiveness of incentive and reward programs.
• Accuracy and timeliness of performance reports.

Working Relationships

Internal Stakeholders

• Courier Growth Manager
• Operations Team
• Customer Experience Team
• Training Team
• Human Resources Team
• Finance Team

External Stakeholders

• Courier Partners
• Fleet Operators
• Service Providers

Compensation & Benefits

• Monthly salary of GHS 2,000.
• Monthly performance bonus of GHS 500 based on achievement of targets.
• Career advancement opportunities within a fast-growing technology-enabled logistics company.
• Opportunity to contribute to the growth of a leading delivery network across Ghana and Africa.
• Exposure to workforce management, performance optimization, and large-scale logistics operations.

Application Process

Interested candidates should submit their CV to:

david.adeyemi@wegoo.delivery

and copy:

talent@wegoo.delivery

Subject Line:

Application for Courier Growth Associate – Haatso, Accra

Only shortlisted candidates will be contacted.