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Vacancy: Customer Relationship Manager – Retail

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

Minimum Requirement
 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 before close of business 20th January 2016. Only successful candidates will be contacted.


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