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Customer Relationship Manager Job in Kenya

Customer Relationship Manager           

Industry: Insurance

Location: Nairobi

Our client, a leading Life Assurance group in the region with well-established operations in Kenya, Uganda and Tanzania seeks to recruit a Customer Relationship Manager. 

The ideal candidate will effectively and efficiently coordinate the customer service functions by partnering with the Operations Division and other internal teams to build, sustain customer service operations and enhance excellent culture within the business in order to differentiate the company’s brand in order to enhance business growth and retention.

Key Responsibilities
  • Partnering with departmental teams in developing and implementing strategies, programs and initiatives that deliver customer delight at all service delivery points
  • Assessing customer needs and collaborating with the relevant departments to implement solutions and initiatives that meet and exceed customer expectations
  • Receiving data regularly from the business on lost accounts stating reasons for lapsation and  develops necessary measures to redeem lost accounts
  • Serving as customer advocate, accountable for escalating and proper customer positioning on all issues pertaining to customer satisfaction with the authority of representation across organizational and departmental boundaries
  • Liaising with retail business to develop and implement appropriate retention best practices and strategies for the high value customer segment.
  • Investigating and solving customer problems and complaints, which may be complex or long- standing problems that have been passed on by customer service staff
  • Collaborating with ICT to implement an appropriate Customer Relationship Management system to improve service delivery through technology
  • Carrying out market research and gathering related information needed to drive growth and improve processes in conjunction with Head of Research
  • Maintaining an updated databank on feedback from clients about service delivery and products
Skills and Qualifications
  • Degree in a Business or Marketing field from a reputable university
  • Extensive experience and demonstrated success in customer relationship management preferably from the financial sector
  • Strong analytical, interpersonal, presentation, communication and negotiation skills
  • A track record of successfully meeting targets
  • Self-starter with experience and desire to acquire new business
  • Must be self-driven, energetic, resourceful, creative, and possess strong leadership skills
  • Excellent organizational skills and ability to manage multiple tasks across multiple sites and multiple systems
  • Significant experience in delivering high quality client portfolio management
  • Excellent technical competencies such as profit orientation and business awareness with a client focus and relationship-orientated
To apply, send your CV only to before 14th June 2013. 

Clearly indicate the position applied for and minimum salary expectation on the subject line.

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