Customer Engagement Manager
(3 Positions)
(3 Positions)
Our
client would like to fill the position of a Customer Engagement Manager.
Are
you a seasoned customer-centric professional with a bias for handling &
resolving customer complaints & issues with a keen eye for making customers
happy & enhancing customer experience? Are you interested at being part of
a team focused towards transforming the real estate-student accommodation
market in Kenya and beyond the East African region? If so, then this is the job
you’re looking out for.
Purpose Statement
The
jobholder will be responsible for leading the ongoing operations and activities
of the property and form an integral part of the Property operations team,
providing an outstanding student experience through working with colleagues and
delivering high quality customer service.
Key
Outputs
Specialist
·
Fostering effective working
relationships with key stakeholders and liaising with local authorities.
·
Monitoring customer satisfaction surveys
(NPS) and delivering actions plans/recommendations as appropriate.
·
Co-ordinating and providing key
support in emergencies, following up and dealing with serious emergency
response issues.
·
Working with the Debt Supervisor for
all eviction and debt issues.
Customer Focus
·
Following up on any customer related
issues requiring action in a timely manner, engaging with other colleagues when
necessary.
·
Assisting customers in a professional
and courteous manner, showing empathy and responding with urgency to customer
requests.
·
Ensuring required maintenance work
within the properties is reported- via the call centre, portal or in exception
with your support.
·
Responsible for managing incident
response including power and water outages, fire alarm evacuations and
rehousing.
Administration
·
With Call centre information systems
including TCAS booking system, hardcopy files and MS Excel spread sheets,
ensuring that customer data is accurate, secure and compliant with the Data
Protection regulations.
·
Overseeing and completing general
administration duties, including the processing of bookings and payments that
occur on site, check in and check out paperwork, and handling early leavers, no
shows and absconders.
·
Overseeing and completing financial
administration duties, including the raising and receipting of LPOs, customer
payment plans and customer room moves and University nominations payments.
·
Carry out detailed weekly routine 5S
property inspections and review maintenance, security and safety issues.
·
Draft and present weekly, monthly and
quarterly reports for management including reporting of tenancy matters,
maintenance repairs, security and other suggested improvements.
·
Address staff concerns as needed and
encourage staff to share ideas and suggestions.
Finance
·
Document all financial transactions
in accordance with the company policy and procedures for easy reconciliation of
accounts.
Supervisory
·
Contribute to the development of a
high performing and positive team, Supervising the team, including:
1.
Allocating and monitoring work
quality
2.
Conducting 1 to 1 meetings
·
Proactively building positive
community relationships and high performing customer service and sales ethos.
·
Escalating issues of performance of
team members where disciplinary action is required to the line manager for
resolution.
·
Managing and planning resource
levels, including rota management, leave and recruitment, to ensure appropriate
staff are available to meet demands.
·
Ensuring that any escalated issues
requiring action are followed up in a timely manner.
·
Fostering effective working
relationships with internal and external customers, ensuring delivery to the
required standards and addressing underperformance issues as appropriate.
·
Attending, organising and at times
leading Team meetings to provide updates and recommendations for best practice
and relaying any information to the team.
·
Holding regular skills update
sessions with the team.
·
Contributing to and monitoring
Service and profit and loss reporting.
·
Executing business improvement
initiatives.
·
Coordinating and managing the team
during ad hoc/ cyclical projects (Check out/check in etc).
Teamwork
·
Demonstrating a flexible approach to
work and a willingness to undertake all reasonable duties at the request of the
Manager.
·
Providing support to neighbouring
properties when required.
·
Working collaboratively to help
support the overall Property operational team to deliver its business plan and
broader objectives.
·
Attending regular handover meetings
with Security colleagues, communicating details of incidents, outstanding
issues and requests.
·
Supporting approaches and initiatives
to enhance sales opportunity and performance within the Property.
·
Fostering a collegiate team
environment, providing support to colleagues and other teams and cities.
·
Being a positive agent for change,
leading the team by example and inspiring trust and commitment through periods
of transformation.
Compliance
·
Ensuring that Health and Safety
legislation is adhered to at all times.
·
Maintaining an awareness of current
legislation concerning Health and Safety, Data Protection and compliance.
·
Ensuring compliance with the
company’s policy and procedure for, ensuring correct uniform and PPE is worn at
all times, including identity card and name badge.
·
Delivering central processes and
conducting all duties in line with the company’s policy and procedure.
·
Monitoring and fulfilling the varied
administration and auditing requirements, including: maintenance audits, health
and safety audits, identifying and managing fire safety issues, conducting
routine vehicle and property inspections and reporting/handling of any
maintenance faults in an appropriate and timely fashion.
Qualifications
·
A Bachelor’s degree in a Business
related course or its equivalent.
·
A Master’s degree in Business
Management/Administration or its equivalent will be an added advantage.
·
Team management, supervision or
leadership experience within a customer facing environment, including
performance management, people development, coaching or mentoring experience
·
Excellent knowledge of Health and
Safety legislation
·
Ability to build relationships
internally and with third party suppliers
·
Previous experience of working within
a sales environment
·
Demonstrable financial and commercial
awareness, including previous experience of working with and managing costs and
budgets
·
Excellent oral and written
communication skills including the proven ability to engage with customers and
colleagues alike
·
Evident capacity to acquire and apply
new skills and learnings
·
Ability to demonstrate an objective,
professional and calm approach when handling difficult situations, including
previous experience in complaint handling
·
Possesses a positive and collegiate
attitude, with the ability to adapt swiftly and a willingness to undertake
challenging tasks to ensure customer satisfaction
·
Ability to work at pace whilst
maintaining a high level of accuracy and attention to detail
·
Ability to manage own time
effectively, prioritising tasks when required, multitasking and meeting
deadlines
·
Ability to offer flexibility in
working hours including taking part in a rota and the provision of out of hours
support in an emergency if required
·
Ability to take part in the area on
call rota within the area as required
·
Self-motivated and possessing the
ability to work on own initiative as well as within a team
·
Living within reasonable travelling
distance of the property
Sales Manager
Our client would like to fill the
position of a Sales Manager.
Are you a result oriented & an
aggressive sales professional with a bias for making strong value propositions
& understands the whole sales process cycle?
Are you interested at being part of a
team focused towards transforming the real estate-student accommodation market
in Kenya and beyond the East African region? If so, then this is the job you’re
looking out for.
Responsibilities
·
Establish sales objectives by
meticulous assessment of target market, potential market and prospective
customer in the region.
·
Define sales process that drive
desired sales outcomes and identify improvements when and where required
·
Allocate targets to the team and
guide team members to execute them on the field
·
Forecasting and managing lead to
partner/resident conversions
·
Create and manage campaigns (on
ground, through channels, and alliances)
·
Create alliances with universities
for visibility, generating leads, and for partnering
·
Understand pricing options and
product offerings to get leads through a team of on ground sales people
·
Work closely with marketing function
to manage and optimize end to end campaigns (budgeting, branding, innovative
ways of reaching out to prospective customers – students), to generate
qualified leads
·
Work closely with the marketing
function to continuously optimize the lead funnel and sales pipeline, improving
return on investment, revenue and margins, reducing the lead to sales cycle
whilst delivering exceptional customer experience to prospective customers and
getting good fit customers who will be poised to be delighted customers.
·
Manage, develop, coach, control and
motivate the sales force to develop their skill to ensure that a high
professional standard is achieved and monthly sales target and KPI target are
met
·
Ensure targets are delivered through
people management, performance review, reward and individual recognition
·
Understand and bring technology to
facilitate sales process. Lead the adoption and ensure consistent, methodical
use of HubSpot Sales Professional by the sales team;
·
Tap into systems (CRM) to generate
analytics, which provide insights into prospect customers to tap and bring on
board.
·
Ensure the cost of customer
acquisition is minimum and within the budget
Qualifications
·
A Bachelor’s degree in a Business
related course or its equivalent.
·
A Master’s degree in Business
Management/Administration or its equivalent will be an added advantage.
·
8-10 years’ experience in
direct/consultative sales and managing a team for at least a period of last 2-3
years
·
Analytical with good planning abilities
·
Energetic, motivated, and Detail
oriented
·
An autonomous problem solver, a
self-driven individual with strong work ethic and self-discipline
·
Good communication and influencing
skills
·
Commercial Acumen
·
Good financial acumen Ability to
influence and build relationships at all levels especially with external
customers
·
Proven track record of exceeding
revenue targets and objectives
·
Strong people management and
networking skills
Facilities & Engineering Services
Manager
Our client would like to fill the
position of an Engineering Services/Facilities Manager.
Are you a seasoned facilities
engineering professional with a bias for handling & resolving customer
complaints & issues with a keen eye for making customers happy &
enhancing customer experience? Are you interested at being part of a team
focused towards transforming the real estate-student accommodation market in
Kenya and beyond the East African region? If so, then this is the job you’re
looking out for.
Purpose Statement
The jobholder will be responsible for
leading the maintenance team and housekeeping team in the delivery of an
outstanding student experience. Through providing excellent maintenance
service-both reactive and planned, and cleaning provision, driving a high-quality
customer service.
Responsibilities
Specialist
·
Ensuring the delivery of maintenance
best practice within the Properties
·
Managing and delivering the provision
of key support in emergencies, following up and dealing with serious emergency
response issues
·
Leading compliance with all health
and safety practices within the cleaning provisions and our maintenance
practices throughout all properties.
·
Lead the handing over process for all
new properties from the Project Management/ Design teams to the Property
Operations team.
Customer Focus
·
Taking overall accountability for any
customer/property related issues requiring action in a timely manner, engaging
with colleagues when necessary
·
Taking accountability with the
Facilities team for overall presentation of the properties and fleet
·
Assisting customers in a professional
and courteous manner, communicating effectively, showing empathy and responding
with urgency to customer requests
Managerial & Supervisory
·
Overseeing and co-ordinating the
performance of the maintenance team
·
Managing performance of cleaning team
·
Implementing and managing performance
improvements ensuring maximum cost efficiency without compromising customer
experience
·
Managing and developing members of
the team, including:
1.
Monitoring work quality;
2.
Conducting 1 to 1 meetings
3.
Identifying and managing personal
development needs
4.
Managing performance effectively,
identifying issues and ensuring management processes are executed appropriately
to achieve resolution
Compliance
·
Constantly and consistently reviewing
hazards and risks for safe working practices
·
Taking accountability for ensuring
that Health and Safety legislation is adhered to at all times
·
Ensuring a safe and secure
environment at all times
Qualifications
·
A Bachelor’s degree in Civil or
Structural Engineering with working experience in Electrical Engineering.
·
A Master’s degree in Business
Management/Administration or its equivalent will be an added advantage.
·
At least 5-6 years working experience
in a senior managerial position managing engineering services in a corporate
environment preferably a customer facing organisation.
·
Team management, supervision or
leadership experience within a customer facing environment, including
performance management, people development, coaching or mentoring experience
·
Track record of leading
multi-functional teams in the delivery of excellent customer service
·
Demonstrable success in building an
effective Health and Safety culture in line with legislation
·
Ability to demonstrate an objective,
professional and calm approach when handling difficult situations
·
Highly skilled in understanding,
empathising and delivering against customer needs
·
Excellent computer literacy, and the
ability to use Microsoft Office
·
Possesses and promotes a positive and
collegiate attitude, with the ability to adapt swiftly and a willingness to
undertake challenging tasks to ensure customer satisfaction
·
Ability to work at pace whilst
maintaining a high level of accuracy and attention to detail
·
Ability to manage own time
effectively, prioritising tasks when required, multitasking and meeting
deadlines
·
Ability to offer flexibility in
working hours including provision of out of hours support in an emergency if
required
·
Self-motivated and possessing the
ability to work on own initiative as well as within a team
·
Ability to handle multiple
specialized skill set people/vendors
·
HSSE certifications/Quality
certifications and trainings preferable
·
Living within reasonable travelling
distance of properties
Customer Experience Director
Our client would like to fill the
position of a Customer Experience Director.
Are you a seasoned customer-centric
professional with a bias for handling & resolving customer complaints &
issues with a keen eye for making customers happy & enhancing customer
experience?
Are you interested at being part of a
team focused towards transforming the real estate-student accommodation market
in Kenya and beyond the East African region? If so, then this is the job you’re
looking out for.
Purpose Statement
The jobholder will be responsible for
delivering an excellent customer experience throughout the life cycle of the
student from the check in day to check out day. The Customer Experience
Director is expected to devise & execute strategies to enable the
organization to deliver its brand promise to its customers; creating an awesome
living experience at all the properties.
The Customer Experience Director will
be expected to create processes, systems & people capabilities to increase
the tenure of customers (students) at all properties & manage profitability
of the property as per the business plan.
Responsibilities
·
Develop a comprehensive customer
experience strategy for the organization in line with the vision of the
organisation aimed at;
·
Managing customer operations at the
property including documentation compliance (KYC norms), customer
communication, billing & collections, & quick response to customer
request.
·
Creating a customer centric culture
at the properties by continuously engaging with the team at the properties,
empowering them to take an extra step to deliver an awesome experience to the
customers.
·
Innovating processes, systems
including CRM to enable customers to engage effortlessly, transacting &
managing requirements through self-care.
·
Continuously reducing pain areas for
the customers, through working closely with other functions including IT,
Finance, Marketing to ensure delivery of the brand promise.0
·
Delivering the budgeted profitability
of the property by working closely with marketing team to create & devise
pricing strategies, new products & value added services.
·
Engaging with projects, design &
procurement teams to provide insights into customer needs & requirements,
to improve the life cycle cost of maintenance, & improve quality of
experience at the property, by suggesting improvements in design, amenities
being provided, & material being used at the properties.
·
Build capabilities in team to
continuously improve at every touch point of customer to build trust, engage
& enhance the experience of the customer.
·
Create & deploy interventions, by
working closely with relevant functions, aimed at engaging student residents to
create memories for life, build a very high & positive bran recall, &
to positive impact student life.
·
Ensuring a safe & secure
environment at the properties, reducing the probability of any critical
incident, which may impact the brand negatively.
·
Ensuring compliance of all statutory
processes on property & facilitate management in line with the Health &
Safety, Maintenance, & Code of Conduct guidelines.
Qualifications
·
A Bachelor’s degree in a Business
related course or its equivalent.
·
A Master’s degree in Business
Management/Administration or its equivalent will be an added advantage.
·
Proven experience in team management,
supervision or leadership within a customer facing environment, including
performance management, people development, coaching or mentoring experience.
·
Strong analytical skills-ability to
pull insights from reports/quantitative data.
·
Ability to build relationships
internally & with third party suppliers.
·
Demonstrable financial &
commercial awareness, including previous experience of working with &
managing costs & budgets.
·
Excellent oral & written
communication skills including the proven ability to engage with customers
& colleagues alike.
·
Management & leadership of
processes for continuous improvement of customer experience.
·
Have strong people leadership skills,
exemplary customer service experience, & great at identifying operational
improvements.
·
Good mix of strategic, analytical
& tactical skills.
·
Track record of using data to inform
business decisions.
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 before
close of business 2nd December 2018.
Only successful candidates will be
contacted.