Uchumi
Vacancy: Customer Relationship Manager
Purpose of Job: The
Customer Relationship Manager's 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
Reporting to: Head of Marketing
Contract Time: 1 year contract (renewable)
Reporting to: Head of Marketing
Contract Time: 1 year contract (renewable)
Key Job Accountabilities
- 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
- 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 performance manage staff
- Identify
and address staff training and coaching needs
- Cascade
Training materials to the Branch Customer service team to train the branch
Qualifications
and skills required
- KCSE
level of education
- Passion
and zeal for customer service
- Excellent
communication, negotiating and interpersonal skills
- Excellent
customer service and relationship management
Work
experience
- Over
3 years experience in customer service
- 2
Years experience at a supervisory level
email your application to Recruitment@uchumi.com