Wananchi Group (K) Ltd
Job Title: Team
Leader, Retention
Department: Customer Experience
Location: Nairobi, Kenya
Employment Status / Type: Full-time
Position Reporting to: Retention Manager
Manages Others: Yes
Titles & Number of Positions
Managed: 13 CSE
Job Purpose / Summary: Reporting to the Retention Manager, the Team Leader –
Retention will be responsible for leading a team in the design, implementation
and execution of strategies that drive customer retention, loyalty, share and
revenue growth.
He/she makes 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 objectives,
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, Experience
& Attributes
·
A Bachelor’s degree in Business
related field from a recognized university
·
Good understanding of selling
techniques coupled with excellent oral and written communication skills
·
Proficiency in MS Office & ERP
·
2 years’ team leadership role in the
service industry. Experience in a busy customer service & sales environment
preferred
·
Demonstrated understanding of
customer retention milestones
·
A good team player with commitment to
value-based leadership.
·
Commitment to quality, customer
centric culture, customer service and best practices
·
Display of adaptability and agility
towards excellent customer service in diverse cultural environment
Job Title: Application
Developer
Department: IT
Location: Gateway
Park
Employment Status / Type: Full Time
Position Reporting to: Manager Systems and Application Development
Manages Others: Yes
Job Purpose / Summary: Reporting to Manager-Systems & Application
Development, the Application Developer will design and code functional Modules,
applications and API for the Billing Platform.
The goal is to write “clean” and flawless code to produce
fully functional software applications according to requirements.
Key Roles:
·
Developing software solutions to meet
customer needs.
·
Creating and implementing the source
code of new applications.
·
Testing source code and debugging
code.
·
Collaborate with a team of IT
professionals to set specifications for new applications
·
Evaluate existing applications to
reprogram, update and add new features
·
Create Machine Learning algorithms
for specific task e.g Churn Prediction
Key Performance Indicators:
·
Functional software applications
·
Meet Project Deadlines
·
System Documentation
·
Submission of daily/weekly/monthly
reports
Education, Skills & Experience
·
Bachelor’s degree in Information
Technology or a related field from a recognized university
·
2 – 3 years’ experience
·
Demonstrated knowledge of object
oriented program concepts
·
Knowledge in Php MVC frameworks
·
Ability to program in Php Java,
JavaScript, Python
·
Knowledge in at least one version
control software
Job Title: Sales
Manager
Department: Commercial
Department
Location: Nairobi
– Kenya (as per HR policy relocation to any WGKL market / country)
Employment Status / Type: Permanent
Position Reporting to: Managing Director – Zuku Fiber
Manages Others: Yes
Titles & Number of Positions Managed:
i) OP Project Manager / Assistant Project Manager –
external
ii) OP Sales Agents – external
iii) Zuku Fiber Team Leaders – internal
Job Purpose / Summary: Reporting to the Managing Director the Sales Manager is
overall responsible to provide leadership towards the achievement of the
regions sales target, and the development & implementation of all
sales & marketing activities in the assigned region.
The Sales Manager provides leadership towards the
achievement of maximum market customer acquisition, penetration into existing
build homes, other customer management measures eg. Win-back, NPD, packages
uptake and overall revenue and profit growth of company business in line with
company goals and objectives.
Key Roles:
·
Develops a business plan and sales
strategy for the market that ensures attainment of company sales goals and
profitability.
·
Responsible for the performance and
development of the sales team and the penetration levels in the regions and
sub-segments for both the residential and Small Office Home Office (SOHO)
·
Prepares action plans by individuals
as well as by team for effective search of sales leads and prospects and the
relevant tools/systems to close the leads effectively and timeously.
·
Initiates and coordinates development
of action plans to penetrate new markets.
·
Assists in the development and
implementation of marketing plans as needed.
·
Conducts one-on-one review with
different levels of the sales team members to build more effective
communications, to create understanding of company plans, strategies, and to
determine training & development needs, to provide insight for the
improvement of Sales team members sales and sales activity performance.
·
Provides timely feedback to senior
management regarding sales teams performance and recommends corrective actions.
·
Provides timely, accurate,
competitive pricing on all completed prospect applications submitted for
pricing and approval, while striving to maintain maximum profit margin.
·
Maintains accurate records of all
pricings, sales, and activity reports submitted by Sales Teams.
·
Assists Sales team members in
preparation of proposals and presentations.
·
Controls expenses to meet budget
guidelines.
·
Adheres to all company policies,
procedures and business ethics codes and ensures that they are communicated and
implemented within the team.
·
Assists with the recruitment and
selection of the sales team based on criteria agreed upon by senior management.
Key Performance Indicators:
1. Sales growth & Penetration growth
2. Customer service/issues management and customer base
management churn win-back / NPD etc.
3. Market intelligence & Insights and competitor
information gathering and feedback
4. Executional excellence based on SFA reporting
Functional and Behavioral Attributes
·
Goal driven and result oriented;
works well under pressure and can attain financial and other performance
measures set
·
Personal Ethics : honest, fair with
self and others demonstrates integrity in work and business conduct
·
Communication skills : excellent
written , verbal and presentation skills
Educational and Other Qualifications
·
Under graduate university degree in
Sales & Marketing or business administration.
·
At least 7 (seven) years sales
managerial experience in Telecommunications, FMCG, Insurance or other service
industry organization with experience in managing field based direct sales team
is critical.
·
Demonstrated Prior experience in
developing sales plans, sales strategies, and developing route to markets and
growth plans is required.
·
A record of achievement in meeting
sales goals, achieving targets against set performance goals and budgets
·
Proven leadership and organizational
skills and the ability to adjust quickly to changes in market conditions and
the competitive environment.
Email you CV to recruit@ke.wananchi.com
Deadline: 11th December 2019.
