Region: Nairobi
Reporting to: Director of Sales
Band: 4.2
Department: Enterprise Division
Role Purpose: We are seeking an individual who is dynamic by nature and passionate with a track record of delivering results to join our Enterprise Team. This role is responsible for building and managing the Corporate and SME client loyalty and retention strategy in order to sustain customer and value share within the Corporate and SME segments.
In addition, he/she will ensure that retention plan is coordinated between product management, customer service, sales teams, and all other interfacing departments.
Key Duties and Responsibilities
Effectively resolve complex client issues concerning all products within scope by working with the product managers, business and technical teams to recommend appropriate win-back offers.
Manage specified action with the CTC (Customer Test Centre) and other agents to measure the level of client satisfaction.
Ensure end-to-end retention processes that cover reactive as well as proactive retention activities within Marketing, Technical, Sales and Customer Care are applied effectively.
Follow-up with the sales managers on the closure of all sales leads qualified by the retention teams.
Ensure that the product managers have developed the right retention scripts for implementation.
Monitor usage for clients and propose the appropriate plans to spur usage with the goal of increasing revenues.
Proactive mitigations by analysing proactively the potential churners and develop strategies to mitigate potential churn.
Benchmark and continuously improve the retention strategy.
Academic / Professional Qualifications
Communications degree or Business degree preferably in Sales & Marketing , Business Administration/ Management, Psychology and or Engineering
Professional Certification required with a bias on CIM
5+ years’ experience in a senior management position in Customer Experience
MBA will be an added advantage
Professional Skills:
Commercial orientation and business acumen
Strategic orientation
Strong Leadership, Internal & External Stakeholder Management Skills
Track record in developing self and others
Personal effectiveness and credibility
Process discipline and quality orientation
Influencing and negotiating skills
Assertiveness.
Efficient and results oriented
Strong organization, presentation & communication skills
Networking skills to form collaborative partnerships
This position is opened to Kenyan citizens only.