Head of Customer Relationship
Location: Nairobi
Industry: Insurance
Our client, one of the largest
insurance groups in the East African region, with well established insurance
operations in Kenya, Uganda and Tanzania as well as leading subsidiaries in
fund management and corporate trusteeship, seeks to recruit a Head of Customer
Relationship.
The key responsibilities of the
position include:
- Develop and implement strategies, programs and
initiatives that deliver customer delight;
- Continuously reviews and improves customer
retention and customer experience initiatives;
- Continuously analyse customers’ needs and
implement solutions and initiatives that address the needs;
- Implement an appropriate Customer Relationship
Management system to improve service delivery;
- Develops and implements strategies to enhance
client relationships;
- Carryout market research and gathers related
information needed to drive growth and improve processes;
- Research and maintain knowledge to ensure up
to date appreciation of all applicable regulatory requirements and
compliance policies;
- Maintain an updated databank on feedback from
clients about service delivery and products;
- Develop and implement appropriate mechanisms
for sharing feedback from customers with internal teams;
- Serve as repository for all client feedback
flowing in through the company website; ensures timely response to all
such messages and follows up to address outstanding issues;
- Spearhead development, implementation and
coordinate training on customer service excellence.
Requirements
- A 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 presentation, communication and
negotiation skills.
- 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.
- Strong leadership and management ability to
inspire and coach employees to accomplish strategic goals and related
tasks.
- Good reporting and analytical skills with
ability to articulate complex issues and simplify them to facilitate
decision making.
- Strong interpersonal skills with the ability
to manage internal and external relationships towards SLA compliance.
- Excellent technical competencies such as
profit orientation and business awareness with a client focus and
relationship-orientated.
- A need to understand the importance of client
relationships is paramount to the success of this candidate, knowing the
importance of communication and our desire to closely engage and guide our
clients is essential.
This position offers not only a
competitive remuneration but also the rare opportunity to impact positively the
overall performance of the company; there are excellent prospects for career
advancement.
Send your letter of application stating how your experience matches the specification indicated above.
Send your letter of application stating how your experience matches the specification indicated above.
Please also send your detailed CV so
as to be received not later than 5th August 2015 to the email
jobs@flexi-personnel.com
