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Customer Relationship Coordinator Job in Kenya - Uchumi Supermarkets

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
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
If interested kindly apply by sending CV to

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