Uchumi Supermarkets Ltd
Customer Relationship Coordinator
Reporting to the Head of Marketing
Purpose of Job: The Customer Relationship Managers role will be to Plan, co-ordinate and control the activities of the customer relationship team to maintain and enhance customer relationships and meet organizational and operational objectives
Customer Relationship Coordinator
Reporting to the Head of Marketing
Purpose of Job: The Customer Relationship Managers role will be to Plan, co-ordinate and control the activities of the customer relationship team to maintain and enhance customer relationships and meet organizational and operational objectives
Key
Job Accountabilities
- Develop
and implement customer relationship policies and procedures and
define/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 by workforce
planning & delegation to ensure optimal functioning of the customer
service function
- 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
- Analyze
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 manage performance of staff
- Identify
and address staff training/coaching needs & cascade Training materials
to the Branch Customer service team to train the branch
Qualifications,
Specific Skills & Experience required for role
- KCSE
level of education
- Passion
and zeal for customer service
- Excellent
communication, negotiating and interpersonal skills
- Excellent
customer service and relationship management
Leadership
Competencies & Desired Level
- Understand
the business environment: Understands team goals and company business
drivers and shows how personal contribution impacts the business
- Practice
what you preach: Takes responsibility for own actions and consequences;
interacting with integrity and honesty
- Results
focus: Achieves results in compliance with USL values; shows a drive to
achieve ambitious performance and quality standards
- Know
yourself: Actively seeks feedback from others and takes every opportunity
to learn and grow
- Proactive
co-operation: Gains the trust and support of others, actively contributing
ideas for the team’s success
- Initiative:
Anticipates future problems and works to minimize or prevent them as well
as contributes to continuous improvement