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Customer Care Manager Job in Kenya

Role: Customer Care Manager

Main purpose of the job:
 Care Account Management and development in the Local Sales Unit

Key task areas (in order of importance):
  • Responsible for the overall setup and performance of Customer Care in predefined Local Sales Unit:
  • Repair network overall setup, spread and performance
  • Setup and development of Care Supply Chain on Sales Unit level: Return and other logistic solutions, spare parts, systems, processes and tools.
  • Accountable for repair customer satisfaction, COR, TAT and other main KPI's
  • Accountable for budgeting and forecasting accuracy of the warranty and project costs

  • Accountable for trade customer satisfaction on Care matters
  • Responsible for other Care channels local setup: Care line, Online Support and Sales Support, in collaboration with cluster level functional managers
  • Positively contributing to retention by ensuring best in class warranty and services proposition.
  • Active development of new business models in Care by working in close co-op with local retail/sales entities, in order to find optimal setups for given distribution/retail landscape.
  • Working in seamless co-operation with Care Global entities to ensure a smooth rollout of new concepts and services, yet taking into account the local business landscape constrains.
  • Actively contributes and participates in the development work of global/cluster/local workgroups.
  • University Degree
  • At least 5 years of Experience in Vendor Management and or Customer Service at a Senior level
  • Must have PROVEN experience in managing cross functional and cross cultural teams
  • Excellent Communication and Interpersonal Skills
  • Valid Passport
**Please note this role requires frequent travel**

How to Apply

Please send your CV and remuneration details:

Kindly do not apply if you do not have the requisite 5 years of experience in people management through Vendor Management/ a Senior Customer Service position.

Only shortlisted candidates will be contacted.

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