Our client is a leading supermarket chain in Kenya with over 40 branches countrywide. They are looking to fill the position of a Customer Relationship Manager. The position reports to Retail Manager.
Summary of the role
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.
Duties and Responsibilities
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
Bachelor’s degree in business management. Proven work experience in customer relationship management in a retail set up is highly desirable. Supervisory experience with an in-depth knowledge of customer relationship principles and practices is highly desirable. Proficiency in CRM systems and MS office desirable. Product knowledge. Key Competencies Communication skills Customer relationship focus Supervisory skills Problem analysis and problem-solving Decision-making Planning and organizing Initiative Flexibility Presentation skills Stress tolerance
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 20th January 2016. Only successful candidates will be contacted.