Vacancy: Customer Relationship Manager
Our client is a leading supermarket
chain in Kenya with over 40 branches countrywide.
They are looking to fill the position
of a Customer Relationship Manager.
Summary of the role: The Plan, co-ordinate and control the activities of
the customer relationship team to maintain and enhance customer relationships
and meet organizational and operational objectives.
Duties and Responsibilities
- Develop and implement customer relationship
policies and procedures
- Define and communicate customer relationship
standards
- Oversee the achievement and maintenance of
agreed customer relationship levels and standards
- Direct the daily operations of the customer
relationship team
- Plan, prioritize and delegate work tasks to
ensure proper functioning of the department
- Ensure the necessary resources and tools are
available for quality customer relationship delivery
- Review customer complaints
- Track customer complaint resolution
- Handle complex and escalated customer
relationship issues
- Monitor accuracy of reporting and data base
information
- Analyse relevant data to determine customer
relationship outputs
- Liaise with company management to support and
implement growth strategies
- Co-ordinate and manage customer relationship
projects and initiatives
- Ensure budget requirements are met
- Evaluate and performance manage staff
- Identify and address staff training and
coaching needs
Required Qualifications
- Bachelor’s degree in business management.
- Proven work experience in customer
relationship management in a retail set up is highly desirable.
- Supervisory experience with an in depth
knowledge of customer relationship principles and practices is highly
desirable.
- Proficiency in CRM systems and MS office
desirable.
- Product knowledge.
Key Competencies
- Communication skills
- Customer relationship focus
- Supervisory skills
- Problem analysis and problem-solving
- Decision-making
- Planning and organizing
- Initiative
- Flexibility
- Presentation skills
- Stress tolerance
How to Apply
If you are interested in the position
and have the skills and talents our client is looking for, we would like to
hear from you.
Please make your application through our website www.dorbe-leit.co.ke vacancy page before close of business 29th January 2016.
Only successful candidates will be
contacted.
