Job Summary
The
role holder is responsible for managing and building brand visibility, managing
public relations within the company, building and sustaining the company’s
reputation for quality, reliability, and customer
satisfaction.
Main Responsibilities
- Define the customer, identify, map and
train on the customer journey to improve the customer experience
- Continually review and recommend business
process improvement to ensure service delivery excellence throughout the
customer lifecycle
- Drive customer retention, reduce churn,
and increase customer satisfaction
- Guide team in effective client issues
resolution and handle any escalations
- Conduct satisfaction surveys and business
reviews to gather information on customer feedback and use the findings to
improve service delivery
- Champion opportunities to consistently
improve the Kenyan Alliance customer experience
- Liaise with the production and creative
departments to ensure delivery of high quality products and services
- Establish communication mediums through
which customers can readily contact a company and vice versa
- Utilize customer relationship management
(CRM) tools in coordinating and monitoring customer experience operations.
Produce reports and present information to staff, managers and the
Executive.
- Manage the contact Centre and improve
call center operations by monitoring systems and processes and identifying
and resolving problems on time
- Build and maintain relationships with
clients and key personnel within our key corporate accounts, making
periodic service review visits and anticipating new opportunities
- Incorporate the regulatory requirement
for treating customers fairly into the customer journey and initiate
actions that ensure compliance
- Working closely with design agencies and
assisting with new product launches
- Maintain effective internal
communications to ensure that all relevant company functions are kept
informed of marketing objectives
- Supervising the sign-off of marketing
literature and campaigns, marketing merchandise and giveaways by ensuring
the designs and messages meet company brand and regulatory guidelines
- Recommend the company-wide branding
initiatives and corporate identity in coordination with the key
stakeholders in all the business divisions
- Proactively monitor and strive to
maintain high levels of quality, accuracy, and process consistency in
brand visibility and customer service in the organization
- Drive corporate strategy and the
marketing strategy for the company in line with company objectives.
- Develop communication strategies for
delivery of corporate culture and business strategy.
- Develop companywide branding initiatives,
internal communications and external media relations.
- Manage media relations and maximize media
opportunities
- Developing coordinating marketing
campaigns with sales activities.
- Creation and publication of all marketing
material in line with marketing plans
- Oversees and monitor the running of the
company digital marketing platform
- Developing an effective company CSR
program and championing the CSR initiatives
- Perform any other roles as may be
assigned by management from time to time.
Knowledge & Experience
The
candidate must demonstrate and possess the following skills and qualifications:
- Bachelor’s degree in Business
Administration, Sales/ Marketing, Public Relations or any other relevant
field
- Qualified chartered marketer is an added
advantage
- 10 years working experience of which 5
years should be at a senior management level in a similar position
- Strong analytical and project management
skills
- Confident and dynamic personality
- Time management skills and attention to
details
- A strong, clear communicator with people
at all levels and backgrounds
- Resilience to maintain effective work
behavior in the face of setbacks and pressure with minimal supervision
- High level of personal integrity
- Effective interpersonal, verbal and
written communication skills
How To Apply
If
you are interested in the position and have the required qualifications, please
email a detailed CV indicating the current and expected salary and cover letter
clearly indicating ‘CUSTOMER
SERVICE AND EXPERIENCE MANAGER’ on the subject line to hr@kenyanalliance.com by 26th
April 2024. Only shortlisted candidates will be contacted.
using the position as subject of email.