Uchumi Customer Relationship Manager Job Re-Advertisement in Kenya

Vacancy: Customer Relationship Manager
Purpose of Job: The Customer Relationship Manager’s role will be to Plan, co-ordinate and control the activities of the customer relationship team to maintain and enhance customer relationships and meet organizational and operational objectives

Reporting to: Head of Marketing

Contract Time: 1 year contract (renewable)


Contract Location: Nairobi with frequent travel to the regional branches

Key Job Accountabilities

  • Develop and implement customer relationship policies and procedures
  • Define and communicate customer relationship standards
  • Oversee the achievement and maintenance of agreed customer relationship levels and standards
  • Direct the daily operations of the customer relationship team
  • Plan, prioritize and delegate work tasks to ensure proper functioning of the department
  • Ensure the necessary resources and tools are available for quality customer relationship delivery
  • Review customer complaints
  • Track customer complaint resolution
  • Handle complex and escalated customer relationship issues
  • Monitor accuracy of reporting and data base information
  • Analyze relevant data to determine customer relationship outputs
  • Liaise with company management to support and implement growth strategies
  • Co-ordinate and manage customer relationship projects and initiatives
  • Ensure budget requirements are met
  • Evaluate and performance manage staff
  • Identify and address staff training and coaching needs
  • Cascade Training materials to the Branch Customer service team to train the branch
Qualifications and skills required
  • KCSE level of education
  • Passion and zeal for customer service
  • Excellent communication, negotiating and interpersonal skills
  • Excellent customer service and relationship management
Work experience
  • Over 3 years experience in  customer service
  • 2 Years experience at a supervisory level
How to Apply

email your application to Recruitment@uchumi.com

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