Wananchi Group
Kenya Limited
Job Title: On Air Promo Manager
Job Title: On Air Promo Manager
Department: Programming
Location: Kenya
Employment
Status: Full Time
Position
Reporting to:Managing Director
Manages
Others: Yes
No of
Positions Managed: 03
Job Purpose /
Summary: The On Air Promo Manager responsibilities include
providing support in the day-to-day production of on-air promos, monitoring the
shipping of promos, and acting as liaison between the promo departments.
This position supports staff of
channel promo specialist’s, as well as Creative Management for On-Air
Promotion. Ensuring that the On Air sections activities are geared towards pushing
the company’s objectives which are; Acquisition, Retention and Renewal
Key strengths:
·
Able to work in a fast paced
environment while managing multiple tasks and maintaining a professional
attitude.
·
Effective time management ability, as
well as strong verbal and written communication skills.
·
Must be flexible, personable, have a
positive attitude, a self-starter, ability to think on your feet and anticipate
issues before they happen, detail oriented with the ability to interface with
all levels of Zuku Programming personnel.
·
Strong interest in marketing, and
entertainment. Love of television, a plus!
Key Roles:
Reporting to the Managing
Director-DTH, the DTH On Air Promo Manager will be responsible for
·
Managing the on Air section
·
Ensuring that the On Air sections
activities are geared towards pushing the company’s objectives which are;
Acquisition, Retention and Renewal
·
Seeking the best to ways to ensure
effective Content promotion in every available platform. This includes
spearheading the production of the material used for promotion.
·
Keeping all Zuku owned channels
within the set Brand guidelines
·
Content Marketing strategizing and
implementation of these strategies. In addition to liaising with other
departments to push the Zuku Brand
·
Facilitating day to day running of
the On Air Team and ensuring the Team’s deliverables are at per
·
Building an effective and efficient
On Air Team
·
Sustaining Zuku Channels Brand
perception through dynamic visual presentation in order to build a brand that
people can identify with
·
Promoting Zuku Novella and
maintaining the channel’s look and feel
·
Editing publications and copies that
are disseminated to different promotion platforms ie the magazine, social media
posters and synopsis.
·
Copy writing for social media
campaigns.
·
Briefing the agencies on production
and promotion of content in all relevant platforms
·
Ability to interface with the
creative community as well as all levels of the Zuku tv programming personnel
·
Provide all levels of support to 03
on-air promo specialists
·
Liaison with programming and show
production to request footage when needed.
·
Monitor delivery of show footage.
·
Digitize and organize show footage
into the Avid.
·
Write and produce shorter length
promos when needed.
·
Execute cut-downs of promos.
·
Supervise ProTools VO sessions when
needed.
·
Liaison with vendors, and supervise
all aspects of post-production of vendor-produced promos.
·
Monitor on-air promo schedule and
ship list.
·
Coordinate outgoing feeds to the east
coast.
·
Negotiate with vendors for purchase
of stock footage.
·
Conduct research on request and
maintain a general awareness of industry trends, formats, talent and
competitive environment
Key
Performance Indicators:
·
Manage On Air Section: 100%
·
Content Marketing strategizing and
implementation of these strategies: 100%
·
Briefing the agencies on production
and promotion of content in all relevant platforms:100%
Qualifications
·
A university Degree
·
Three or more years of experience in
a television broadcast environment, preferably in a similar or related
position.
How to Apply
Interested and qualified candidates
to submit their application including a detailed CV and day time telephone
contact to recruit@ke.wananchi.com on or before 13th July 2018.
The subject line On Air Promotion
Manager.
Job
Title: Customer Service Representative – High
Value Section
Department: Customer Experience
Location: Gateway Park
Employment
Status:Contract
Position
Reporting to: Technical Support Manager
Manages
Others: No
Job Purpose /
Summary: CSR is responsible for
providing professional and quality customer service both internally and
externally.
Reporting to
the Technical Support Manager, the CSR will be responsible for:
·
Customer Support at designated touch
points (Inbound, Outbound, Emails, Escalations ):
·
Customer calls; emails; outbound
calls; escalations: CSR gets full understanding of customer’s enquiry, provides
full customer support for all fiber services on first contact, solves the issue
and logs it on CRM and Wincable.
·
If the issue is resolved, the CSR
ensures that customer is satisfied and confirms the customers contact details.
·
If issue can’t be resolved during the
interaction, it is escalated by the CSR to the CE leader and followed up
through the proper channels until resolution.
·
Take full ownership of customer cases
handled and ensures proper handover for unresolved cases at end of day.
·
Ensure customer satisfaction with
service and quality of support provided.
·
Good interpretation of customer
queries and relay of accurate information to reassure customers and manage
their expectations.
Key Roles:
·
Using effective communication skills.
·
Resolving all complaints, concerns
and issues in a timely and diplomatic manner.
·
Conduct activities in a professional
manner
·
Demonstrating knowledge of Zuku Fiber
service standards or service level agreements
·
Demonstrating knowledge of impact of
providing professional service to Customers
·
Understanding the importance and
impact of first call resolution (FCR)
·
Working with the CE leader on
performance improvement as an individual and with the team as a whole
·
Ensuring complaints/concerns are
resolved or escalated in a timely manner
·
Providing timely notifications to
management of negative trends, urgency of issue, or extent of required follow
up
·
Determining when a problem requires
action from higher level of authority
·
Participate in regular team meetings
·
Educate customers about terminology,
features and benefits of products in order to improve customer education and
satisfaction.
·
Updating client comments, complaints,
reports and compliments on all relevant Wananchi Systems
·
The job holder will be expected to
identify and highlight to the supervisor, all emerging service issues of
general of unique nature; that may require maintenance, upgrade or
restructuring of Fiber services in order to meet customer needs.
·
Work with immediate CE leader on team
rosters.
·
Provide one-stop customer support for
all Fiber services by responding to customer contacts within defined SLAs
·
Track and monitor the customer
problem exceeding the agreed SLA’s and escalate to the required level of
management until complete resolution.
·
Track and monitor reopened, repeated
customer problems, executing a special customer care plan on affected
customers, developing actions plans and following up until complete resolution.
·
Daily monitoring and reporting on the
intake of customer problem by type, root cause, SLA compliance, average closing
time and average pending time.
·
Enhance customer loyalty and upsell
accordingly.
Key
Performance Indicators:
Achieve Support Center SLA’s
·
Achieve 98% first call resolution
(FCR)
·
100% correct CRM capture
·
100% Schedule Adherence
·
85% timely payers in account
management
·
Score a minimum of 98% on QA score
for the Month
Other KPIs
·
Efficiency
·
Good Handle rate
·
Calls per Customer
·
Average Handle Rate
·
Escalation Resolutions
Experience and
Background Required:
·
2 years experience in a busy Contact
Center, supporting internet / technology driven services
·
Understanding of – IP networks; the
contention ratios in the network; Metro Ethernet networks
·
Troubleshooting skills e.g. on CMTS
configuration, IP assignment (DHCP services) is an added advantage
·
Understanding of the basic GPON
network design & structure is an added advantage
·
Ability to solve practical problems
and deal with a variety of concrete variables in situations where only limited
standardization exists.
·
Knowledge and experience in reading,
analyzing, and interpreting reports and technical procedures.
·
Proficiency in MS Office –
specifically Excel, Access, Word, PowerPoint.
·
Ability to effectively present
information and respond to questions from management, peers and customers.
·
Ability to handle service delivery
and service assurance processes and structures in a large telecommunications
environment.
·
Self-driven, customer centric and
team player.
How to Apply
Interested and qualified candidates
to submit their application including a detailed CV and day time telephone
contact to recruit@ke.wananchi.com on or before 13th July 2018.
The subject line Customer Service
Representative – High Value.
Wananchi Group
(K) Ltd
Job
Title: Team Leader, Retention
Department: Customer Experience
Location: Nairobi, Kenya
Employment
Status: Full-time
Position
Reporting to:Head of Customer Experience
Manages
Others: Yes
Titles &
Number of Positions Managed: 13 Retention Executives
Job Purpose /
Summary: Responsible for leading a team
in the design, implementation and execution of strategies that drive customer
retention, loyalty, share and revenue growth. Make recommendations to improve
on subscriber billing, payment channels and posting, retention processes and
exposure to risk
Key Roles:
·
Defining and measuring Customer
Satisfaction and Promoter KPI’s, identifying risks and opportunities and
implementing improvement plans.
·
Manage service support for medium
value base and resources & KPI’s dedicated to the segment
·
Designing programs that strengthen
customer relationship, proactively minimize non payer customers, increase
customer retention and minimize churn through customer win-backs.
·
Leading the customer base analytics,
identifying opportunities, designing and implementing up-selling/cross-selling
campaigns that increase customer share and sustainable revenue growth.
·
Provide daily, weekly, monthly,
quarterly and annual reports on customer retention activities to keep HOD and
management updated, and to support informed decisions on revenue/retention
goals.
Key
Performance Indicators:
·
Achieve budgeted financial goals in
the key customer retention KPI’s (timely payment, non-payer disconnects, churn,
arpu).
·
Lead the creation of different Customer
Experience feedback tools. Define, plan and execute Customer Satisfaction
Surveys and Promoter type KPI’s, analyzing results and implementing improvement
plans. Develop a detailed strategic roadmap that leads toward the
implementation of a continuous enhancement of customer satisfaction.
·
Research, analyze and monitor metrics
and customer segments to uncover and capitalize on retention, win-back,
up-selling and arpu enhancement opportunities.
·
Design specific campaigns, in
collaboration with Marketing, which will be used for retention and upgrade.
Implement the campaigns and measure results taking corrective actions to ensure
targets are met.
·
Establish campaign objective’s,
workforce size and budgets, measure results and provide the ad hoc reporting
for the platforms management.
·
Lead the loyalty and retention
functions to build diagnostic, descriptive and predictive models, creating
proactive and reactive loyalty and retention strategies and programs.
·
Deliver appropriate in-depth
analytics to understand the levers that drive customer churn.
·
Through the customer base analytics
monitor product life cycle propose refinement in pricing & product and
determine possible Support models based on customer segmentation and customer
value.
·
Define, plan and execute Customer
Satisfaction Surveys and Promoter type KPI’s, lead the analysis of results and
provide stakeholders with meaningful information that enable them to define
improvement plans.
·
Build diagnostic, descriptive and
predictive models that provide the appropriate data to create proactive and
reactive loyalty and retention strategies and programs. Deliver appropriate
in-depth analytics to understand the levers that drive customer churn.
·
Drive the CRM-based analysis of
customer related information -demographic, business and behavioral for the
identification of loyalty and retention strategies, cross & up selling
opportunities and data feedback for product definition and improvement in other
functional areas.
·
Lead the customer base analytics to
provide relevant information by customer segmentation and customer value that
enables monitoring of product life cycle to.
·
Ensure that 100% of the collections
are done on each account.
·
Monitors monthly payment plans of
companies with unique billing plans.
Desired
Qualifications
·
A university Degree in a Business
related field
·
Sale/Customer Service background
·
MS Office, ERP
·
Customer centric, self-drive, sales
oriented
·
2 years’ leadership in service
industry
·
Understanding customer Retention
milestones
How to Apply
Interested and qualified candidates
to submit their application including a detailed CV and day time telephone
contact to recruit@ke.wananchi.com on or before 13th July 2018.
The subject line Team Leader –
Retention.
Wananchi Group is an equal
opportunity employer and will offer competitive remuneration and benefits to
the right candidate.
Only short-listed candidates will be
contacted.
Note: Canvassing will lead to automatic disqualification.