Vacant Position: Customer
Experience Head
Industry: Luxury Transport Services
The Customer Experience Head is
accountable for shaping and delivering the business’s consumer service
propositions in order to drive the overall performance of the department.
Industry: Luxury Transport Services
Location: Nairobi
Salary: 250,000 to 350,000K Gross
The primary objective of driving the
vision for consistency in customer support standards.
The Customer Experience Head oversees
cost effectiveness, productivity, and the provision of customer support
procedures that nurture continuous improvement.
Leadership and supervision
·
Provide leadership and direction to
the entire customer support department.
·
Establishing and overseeing the
adoption of the department’s vision, goals and objectives at all levels.
·
Monitor the activities of customer
service agents to ensure compliance with set standards of courtesy and
professionalism.
Strategy
·
Play an important role in
restructuring, strategy formulation for the customer support department
including an end-to-end customer journeys
·
Drive necessary changes for the
improvement of operating and organizational efficiency of the customer support
team.
·
Define and implement
standards/procedures for ensuring optimal customer experience
·
Development and enhance customer
centric solutions.
·
Design and drive strategic
initiatives and activities across products, channels and customer segments to
ensure good quality customer experience
·
Orchestrate continuous improvement of
customer experience through the continuous review of structures, review of
upcoming trends and changes in the market.
Operations
·
Manage day to day customer service
activities
·
Lead, direct and supervise the team
·
Managing both internal and external
relationships with all relevant stake holders.
Analytics
·
Assist in conducting root cause
analysis, driving improvement plans, monitoring satisfaction KPIs and understanding
the market trends to facilitate the design of customer satisfaction management
strategy.
·
Measuring the effectiveness of all
customer support approaches and initiatives primarily through conducting
consumer surveys and analysis of recorded support agent to consumer
correspondence.
·
Liaise with an organization’s
marketing, sales and advertising units to analyze customer feedback and develop
programs effective for improved customer experience.
·
Conducting financial analysis for the
department and managing the departmental budget.
·
Utilize CLM and CRM tools in
enhancing customer loyalty and relationship management on work progress, as
well as recommendations.
Reporting
·
Coming up with reports and
recommendations from various customer support research and analyses which are
presented to the top executives plus relevant stakeholders
Skills and Qualifications
Requirements
·
University degree in a Business
Administration or other relevant qualifications
·
Minimum 7 seven years’ customer
support and call center management experience with sound knowledge on process
mapping and streamlining, service standard enhancement and product design.
·
Should understand the customer
service aspect of transport industry.
·
Should well developed have problem
solving and decision making skills
·
Should be familiar with tracking
market changes and consumer behavior to give customers a WOW experience.
·
Customer-oriented with excellent
service mindset and business acumen
·
Strong self-motivation with good
leadership, project and people management, interpersonal and communication
skills
·
Great sense of ownership and
servicing mindset to ensure efficient and effective customer service processes
Vacant
Position: Marketing Manager
Industry: Luxury Transport Services
Salary: 250,000 – 350,000 Kes Per Month.
Job
Responsibilities
·
Responsible for setting up the
department, developing, implementing and executing strategic marketing plans
for an entire organization (or lines of business and brands within an
organization)
·
Managing and coordinating marketing
and creative staff, leading market research efforts to uncover the viability of
current and existing products/services,
·
Liaising with media organizations and
advertising agencies on all activations and advertising assignments.
·
Establish and train the marketing
team.
·
Working with top executives to
determine budgets and targets and developing pricing strategies for products
and services.
·
Managing and improving lead
generation campaigns, measuring results and coordinating marketing campaigns
with sales activities.
·
Creating and publication of all
marketing material in line with marketing plans.
·
Planning and implementing
promotional, online and print marketing campaigns.
·
Overall responsibility for brand
management and corporate identity.
·
Monitor consumer behavior and conduct
market research and report on effectiveness of marketing communications.
Skills and
Qualifications Required
·
Bachelor degree in Marketing
preferred
·
Qualified chartered marketer with at
least 5 – 8 years of experience in marketing management, market and consumer
research and analytics.
·
Should have experience working in a
busy environment preferably in banking, telecommunication, insurance and any
other service sector.
·
Strong analytical and project
management skills.
·
Confident and dynamic personality.
·
Strong creative outlook – good in
conceptualizing and implementing.
·
Intimate understanding of traditional
and emerging marketing channels
·
Excellent communication skills
·
Budget-management skills and
proficiency
·
Professional judgment and discretion
ability
·
Analytical skills to review data and
provide reports to management
·
Familiarity with the latest trends,
technologies and methodologies in graphic design, web design, production, etc.
If you would like to be considered
for the opportunity, please share your CV containing and e-mail address,
telephone contacts, qualifications, experience and contacts of three referees
to email: bwanjira@col.co.ke by COB Monday 22nd April 2018.