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  • Counsel 

Associate Counsel

    Counsel Associate Counsel

    Background / General description
    Recognizing the increasing importance of and demand for legal support for the Africa Region, the Legal Vice-Presidency is seeking a qualified candidate for a Counsel position in Nairobi, Kenya. The World Bank Country office in Nairobi covers four East African countries: Kenya, Eritrea, Rwanda and Uganda and is headed by the Country Director. The Counsel will be expected to work closely with the Senior Counsel and other counsels who work in that Country Management Unit, as well as other Counsels based in Washington, D.C. who work on operations in the Region. The Counsel will also work with other staff located in Country offices and in Washington, D.C. who work on operational, institutional and other matters. The Associate Counsel will work on a number of countries (including the above-mentioned countries) and will be expected to work on and travel to other countries in the region.
    The incumbent will report to the Chief Counsel, LEGAM based in Washington, D.C.
    Note: If the selected candidate is a current Bank Group staff member with a Regular or Open-Ended appointment, s/he will retain his/her Regular or Open-Ended appointment. All others will be offered a 2 year term appointment.
    Duties and Accountabilities:

    The Counsel position requires demonstrated ability of rigorous analytical skills, to work harmoniously in a team, and to exercise good judgment. The level and quality of these skills will be a determining factor in the selection for the position, and references will be given consideration in this determination.
    The Counsel will work under general supervision of the Chief Counsel (day-to-day guidance will be provided by a Senior Counsel) and will be:
    Covering a broad portfolio within a functional area, providing advice to management and clients on legal and policy issues in one or more areas of concentration;
    Responsible for the successful delivery of legal work on projects and programs and other transactions within client assignments; drafting, reviewing, negotiating and finalizing legal documents for Bank’s operations.
    Handling issues within an area of concentration to enable clients to create solutions;
    Providing legal support to ongoing projects and programs, including reviewing project and program documents for adherence to World Bank Group legal policies and procedures, and business objectives;
    Supporting operational teams and clients on public-private partnership projects via a sound understanding of the economic and social drivers and impacts of public-private partnerships;
    Conducting comparative legal analyses on a range of issues in a given area, identify legal and policy issues, research for relevant precedents, and propose appropriate solutions to colleagues and clients, (with a particular focus on extractive industries, land management, etc.);
    Engaging in policy discussions and negotiations with officials internally and externally, developing relationships with members of the legal profession and lawyers working in development partner agencies;
    Protecting and promoting World Bank Group’s interests;
    Writing and reviewing policy papers, undertaking legal research on topics in area of concentration and contributing to dissemination of policy and best practices in a given field;
    Preparing legal briefs on diverse topics, as required;
    Participating in task/project teams and operational missions; and
    Performing ad hoc assignments as requested by the Chief Counsels or designated Lead/Senior Counsel.

    Selection Criteria:
    Preferred Education/Experience:
    At least five years of relevant experience in addition to a JD, LLB, LLM or equivalent, and admission to the Bar (or equivalent) in at least one jurisdiction. Working experience with international financial organizations is a plus.
    Excellence in English is required, and ability to work in French/Portuguese is desirable.
    Required Competencies:

    Legal Drafting, Research and Communication
    Proven ability to draft transactional documentation (e.g., loan agreements), briefs and a variety of legal instruments and related documents with limited supervision. Conducts research as necessary to acquire insight and information. Is aware of the need for precision and focus on quality. Uses a writing style that is clear and precise.
    Bank Legal and Policy Framework
    Has the potential to quickly understand the Bank’s legal framework, policies and procedures and is assessed as being able to apply them correctly and consistently. Identifies where these policies are not being applied or not being applied as intended and informs the appropriate parties.
    Independence
    Carries out work with due care, preparing accurate documents and reports, ensuring that pertinent facts are fairly presented without seeking to obfuscate (either through too much information or withholding relevant information). Interprets information in an objective manner, exercising professional skepticism when required. Does not divulge or exploit confidential information.
    Professional Maturity
    Understands others and the reasons for their behavior. Takes the time to clarifying others’ points of view so that progress can be made particularly in situations of stress or conflict. Is never condescending. Proven ability to deal sensitively and effectively across organizational boundaries, as a team member, in multi-cultural environments and build effective working relations with clients and colleagues;
    Legal Reasoning
    Breaks down problem into their component parts. Articulates the implications of situations in a step-by-step way. Remains objective when reviewing problems or situations to understand the issues. Makes sure he/she possesses all the facts.
    Deliver Results for Clients
    Adds value by constantly looking for a better way to get more impactful results; sets challenging stretch goals for oneself. Immerses oneself in client experiences and perspective by asking probing questions to understand unmet needs. Demonstrates accountability for achieving results that have a development impact and financial, environmental and social sustainability. Identifies and proposes solutions to mitigate and manage risks.
    Makes Smart Decisions
    Seeks diversity of information and inputs, researches possible solutions, and generates recommended options. Identifies and understands risks and proposes recommendations. Based on risk analysis makes decisions in a timely manner within own area of responsibility, considering the interests and concerns of stakeholders.
    Client Orientation
    Takes personal responsibility and accountability for timely response to client queries, requests or needs, working to remove obstacles that may impede execution or overall success.
    Flexibility
    Able to adapt strategy and objectives; making corresponding structural or organizational changes as needed, to move the work forward and meet the needs of the situation.
    Business Judgment and Analytical Decision Making
    Analyzes facts and data to support sound, logical decisions regarding own and others’ work.

    The World Bank Group is committed to achieving diversity in terms of gender, nationality, culture and educational background. Individuals with disabilities are equally encouraged to apply.
    All applications will be treated in the strictest confidence.

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  • Sales & Marketing Head (Distribution / Relationship Management / Client Services)

    Sales & Marketing Head (Distribution / Relationship Management / Client Services)

    Job description
    Reference: THJ
    Responsibilities

    Develop and implement the sales strategy
    Build strategic relationships with key stakeholders
    Determine the go to market processes to place products strategically
    Enlarge existing customer base
    Drive profitable sales of strategic products to grow the sales portfolio
    Monitor competitor activities and build insights to inform future decisions
    Manage cost savings initiatives in own area of responsibility to continually reduce cost of sales
    Identify potential new relationships to enhance growth in sales business
    Translate strategic objectives and financial targets into operational activities to ensure achievement of sales targets and financial growth

    Requirements: Qualification and Skill

    4 year Commercial degree Post-graduate qualification in business science/management
    10-12 years sales and marketing experience
    Expert knowledge of the Kenyan retail market and competitors
    5-10 years Africa sales experience

    Please apply directly, by clicking on the Apply Button above and visit our website or more exciting opportunities and visit

  • Sales Engineer/ Presales Consultant 

Regional Account Manager

    Sales Engineer/ Presales Consultant Regional Account Manager

    Job description
    The SE will act as a technical bridge between our product teams and field sales teams by driving the creation of high quality content in the following areas:

    Powerpoint and white board presentations
    Competitive Intelligence
    Demo and POC templates and scripts
    Deployment Best Practices
    Whitepapers and Technical Note

    Responsibilities:
    The SE will be involved in technical engagements from the pre-sales phase to deployment phase, which includes:

    Deliver Pre sales support across the Trend product lines
    Designing solution and high level architecture
    Providing consultative product and solution expertise
    Delivering training
    Installing and configuring Trend Micro solutions (both POC and Post sales)
    Identifying system integration requirements and working with in-house professional services and / or outside system integrator partners to deliver integration solutions
    Working with company support personnel to ensure ongoing quality support
    Collaborating with the product application development team to identify and realise technical improvements to the product
    Contribute to departmental best practices, strategies, methodologies and documentation, for increased efficiencies.

    Qualifications

    5+ years SE experience and/or professional services experience required
    5+ years’ experience with Microsoft Windows and Linux Host / Server Operating Systems including system security.
    5+ years’ experience in computer software or systems including security products (Malware detection, Intrusion Detection, Content Security)
    Strong IP networking solution knowledge and skill set (e.g. Cisco CCNA, CCNP or equivalent)
    Strong knowledge of virtualisation technologies (VMware vSphere)
    Certified Information Systems Security Professional (CISSP) certification
    Strong knowledge of enterprise security technologies
    Working knowledge of Gateway Security (e-mail and Web security)

    Requirements:
    Core Skills

    Fluent English Language skills
    Strong multi-tasking and problem resolution abilities
    Ability to read and interpret network sniffer output (for example pact files)
    Ability to effectively and efficiently instruct and guide customers on-site, online, and via telephone is essential
    Ability to manage own time effectively is a requirement for success
    Quick learner with desire to learn new tools and techniques
    Strong verbal and written communication, customer service, account management and negotiation skills, with the ability to interface with a diverse set of clients
    Moderate coaching and mentoring skills are essential
    Presenting to a large group/audience at shows and other events

    Experience

    Requires Degree or equivalent combination of education and experience in information security software or systems.
    Work in a fast-paced, high-pressure environment under minimal supervision to provide detailed technical knowledge of Trend Micro software products
    Must be able to provide software/network troubleshooting on complex technical issues

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  • Senior Account Executive

    Senior Account Executive

    ROLE DESCRIPTION:
    The Account Executive’s primary responsibilities include prospecting, qualifying, selling and closing new business to existing and net new customers. The Account Executive brings a Point of View to the Customer engagement; uses all resources to solve customer problems with appropriate SAP products.
    EXPECTATIONS AND TASKS:
    Account and Customer Relationship Management, Sales and Software License and Cloud Subscription Revenue.

    Annual Revenue – Achieve / exceed quota targets.
    Sales strategies – Develops effective and specific account plans to ensure revenue target delivery and sustainable growth.   Develop relationships in new and existing customers and leverage to drive strategy through organization.
    Trusted advisor – Establishes strong relationships based on knowledge of customer requirements and commitment to value (value of counsel and expertise, value of solutions, value of implementation expertise).  Builds a foundation on which to harvest future business opportunities and accurate account information and coaching.
    Customer Acumen – Actively understand each customer’s technology footprint, strategic growth plans, technology strategy and competitive landscape.   Review public information (e.g. new executive appointments, earnings statements, press releases) for the company and its competitors to remain updated on key industry trends and issues impacting the prospect.
    Territory and Account Leadership – Lead designated territory, including accounts, account relationships, prospect profiling, and sales cycles.  Encourage all accounts to become SAP references.
    Business Planning – Develop and deliver comprehensive business plan to address customer and prospects priorities and pain points.   Utilize VE, benchmarking and ROI data to support the customer’s decision process.
    Demand Generation, Pipeline and Opportunity Management
    Pipeline planning – Follow a disciplined approach to maintaining a rolling pipeline. Keep pipeline current and moving up the pipeline curve. 
    Pipeline partnerships – Leverage support organizations including Marketing, Inside sales, Partners and channels to funnel pipeline into the assigned territory.  
    Leverage SAP Solutions – Be proficient in and bring all SAP offers to bear on sales pursuits including Industry Solutions, LOB solutions (CRM, SCM, HCM, SRM et. al) and technology solutions (Business Analytics, Mobility, Database and Technology, et. al)
    Advance and close sales opportunities – through the successful execution of the sales strategy and roadmap.
    Support all SAP promotions and events in the territory
    Sales Excellence
    Sell value.  
    Maintain White Space analysis and execution of initiatives (up sell and cross sell) on customer base.
    Orchestrate resources: deploy appropriate teams to execute winning sales.  Create OneSAP.
    Utilize best practice sales models.
    Understand SAP’s competition and effectively position solutions against them.
    Maintain CRM system with accurate customer and pipeline information.
    Leading a (Virtual) Account Team
    Demonstrates leadership skills in the orchestration of remote teams.
    Ensure account teams and Partners are well versed in each account’s strategy and well positioned for all customer touch points and events.    Maximize the value of all sales support organizations.

    WORK EXPERIENCE:

    10+  years of experience in sales of complex business software / IT solutions
    Proven track record in business application software sales.
    Experience in lead role of a team-selling environment.
    Demonstrated success with large transactions and lengthy sales campaigns in a fast-paced, consultative and competitive market.
    Business level English: Fluent
    Local language: Fluent, Business Level

    EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES:

    Bachelor equivalent

    SAP’S DIVERSITY COMMITMENT To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.

  • Account Executive

    Account Executive

    Job Responsibilities

    Meet or exceed your revenue and share goals by:
    Increasing Education Customer licencing annuity rates and ensuring on-time renewals with maximum revenue recapture working with your Education Licencing Sales Specialist.
    Increasing adoption of new Education licensing programs working with your Education Licencing Sales Specialist
    Driving new business incl. Cloud, Windows 10 and Education products – working with your Solutions Specialist.
    Driving Consumption working with your Account Technology Specialist.
    Increasing satisfaction ratings with your Education customers
    Driving Services engagements and working with Microsoft Services orchestrating customer engagement with internal and external resources.
    Leverage voice of customer feedback through surveys, listening systems and social mechanisms to identify and alleviate key customer success blockers
    Run a predictable and healthy business. Remain focused on customer-facing time by maintaining basic sales hygiene and running a predictable and healthy business including a consistent schedule of meetings with your manager and your (virtual) account team.
    Transition Education Managed Accounts to the Microsoft Cloud leveraging hybrid and security solutions to grow Azure revenue/consumption. Drive deployment and active usage of Office 365 in all Education Managed Accounts.. Land the Microsoft Education Industry Vertical Solutions to justify increased Azure consumption.
    Share Windows 10 value proposition with every education account (customer and supporting partners) and showcase differentiators across the operating system, device portfolio and inputs (pen, touch, keyboard/mouse, etc.) to drive Windows 10 adoption. In Emerging Markets position MultiPoint Services/Windows Server to repurpose old technology to Windows 10 in labs encouraging whole campus adoption.
    Drive awareness of Microsoft Cloud technology (including the Microsoft Education Industry Vertical Solutions value to all Education Managed Accounts through seminars, workshops, webinars and direct engagement generating customer testimonials to help showcase our impact on institutional efficiency, student achievement and employability – especially for GAFE/Chromebook winbacks and STEM.
    Actively drive and sell based on the Education Industry Vertical Solution Maps. Integrate into Education customer negotiations and discussions, ensuring that your partners are mapped directly to the solution that you drive in your market and make sure to make use of marketing/event etc. to land the solution.
    Contribute to Microsoft growth commitment through attainment of your revenue-based and/or utilization-based quota.

    Qualifications

    5-8 years of related experience.
    Required Bachelor’s Degree.
    Preferred MBA/Master’s Degree.
    A proven sales or sales management track record that includes extensive direct contact with customers and partners and an ability to develop and implement successful sales plans.
    Ability to win in a highly competitive environment – proven ability to successfully address competitive threats, navigate complex customer environments and make the appropriate judgment calls to succeed.
    Subject matter expertise. Understand and be able to articulate the way education institutions use technology to support teaching and learning..
    Passion for Education and ICT: Likes to win and is passionate about making a strong contribution to future generations.
    Demonstrated expertise positioning education solutions to senior education decision makers by reinforcing the technology value to the customers overall business plan and/or strategic opportunities.
    Executive maturity and presence to appropriately represent Microsoft to senior IT and Business executives at our customers and partners. This includes the ability to understand key industry drivers, issues and solutions, distribution channels, partners and analyst insights.
    Strong analytical skills/ability to draw insights and develop strategies from the data surrounding our business & a track record of developing and driving v-teams across the organization to drive deeper value based engagement into accounts

    Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

  • Technical Officer – Sbcc And Community Services 

Driver 1 

Data Assistant Intern 

Monitoring, Evaluation, Research and Learning (MERL) Officer 

Social Behavior Change and Communications (SBCC) Advisor

    Technical Officer – Sbcc And Community Services Driver 1 Data Assistant Intern Monitoring, Evaluation, Research and Learning (MERL) Officer Social Behavior Change and Communications (SBCC) Advisor

    Job Description
    Reports to: STO – Social and Behavior Change Communication & Community services
    Location: Baringo
    PROJECT DESCRIPTION:
    FHI 360 is currently seeking a Technical Officer, Social and Behavior Change Communication and Community Services (TO-SBCC/CS) for the USAID-funded Afya Uzazi Nakuru/Baringo Program. The project aims to provide technical assistance and support to scale up evidence-based maternal, newborn, and child health interventions; family planning and reproductive health services; and nutrition activities in focus geographical areas.
    JOB SUMMARY: The SBCC/CS Technical Officer will lead social and behavior change and community initiatives aimed at promoting demand for quality FP/RMNCAH services including WASH and Nutrition. The work of the SBCC/CS Officer will focus on community-level action related to improving knowledge and quality of existing health services as well as improving promotive, preventive and curative care provided at home. The SBCC/CS Officer will have a commitment to reaching the underserved and hard-to-reach communities, with a focus on working to understand and remove existing barriers to high-quality care and mobilization for social and political support at community, county and sub-county levels to create and sustain an enabling environment for the delivery of key interventions. The SBCC/CS Officer will ensure communities are aware of the available and importance of FP/RMNAH, WASH and Nutrition services and are encouraged to access these services and adopt beneficial health behaviors while shunning harmful individual and household behaviors. The SBCC/Cs Officer will also ensure that providers including CHVs and community champions are well-equipped to engage with and disseminate information to members of the community. S/he will champion engagement with the CHVs through the support of essential components of Community Health Strategy within the Community Units in the project coverage areas (Nakuru & Baringo Counties) including trainings, household visit, mapping and support supervision, documentation and review of records and ensuring that the referral systems to increase access to integrated services at the community level is functioning.
    ESSENTIAL JOB FUNCTIONS:
    DUTIES AND RESPONSIBILITIES:
    Provide strategic thinking, guidance and support at county level, in promoting healthy behaviors related to FP/RMNACH, WASH and Nutrition. Together with STO-SBCC/CS, work with key county and sub county stakeholders -to develop guidelines and policies that facilitate implementation and adoption of healthy behaviors related to FP/RMNCAH, WASH and Nutrition. In collaboration with MERL team, monitor and evaluate the impact of Afya Uzazi’s SBCC/CS activities and strategy. Together with STO-SBCC/CS, develop and pilot test SBCC/CS approaches, materials and tools relying on innovative and agile methodologies. Work with other project staff and partners to utilize data in solution design and concept testing, including developing and organizing capacity building activities related to behavior change for FP/RMNCAH, WASH and Nutrition. Contribute to development of thematic communication strategies and implement multi-media and community level activities that lead to strengthened awareness and demand for services. Promote and support the documentation and dissemination of best practices among project teams and partners. This includes preparation of presentations, briefs and articles for presentations. Together with STO-SBCC/CS, partners and stakeholders, lead the identification, production and/or adaptation of related job aids, or promotional materials related to FP/RMNCAH, WASH and Nutrition. Work collaboratively with SBCC/CS team and other project teams to contribute to annual work planning, resource availability and activity management for efficient and effective program implementation. Contribute to timely, accurate, and appropriate reporting of SBCC/CS activities and results including quarterly and annual progress reports. Support the Associate Technical Officers (ATOs)-SBCC/CS to develop sub-county specific activity plans and track the implementation, including providing TA to CHEWS, sub-county focal persons, CHVs and other community champions such as the youth champions to conduct social mobilization, dialogue days, health action days, integrated outreaches for community action and demand creation. Work with the County’s Community strategy focal person to support the strengthening of Community units in identified sub counties. In collaboration with MERL team, lead the development and strengthening of community health information system including periodic data quality reviews and dissemination and utilization of data collection, reporting and referral tools.
    KNOWLEDGE, SKILL, ABILITIES AND EXPERTISE:

    Demonstrated experience in identifying barriers to behavior change and developing effective behavior change communications plans including innovative strategies for addressing them-with a focus on FP/RMNCAH, WASH and Nutrition.
    Expertise in strategic communication principles and practices and solid mastery of health behavior change theory grounded in applied field applications.
    Experience and ability to design formative research and evaluations of comprehensive health behavior change initiatives, including the development of data collection instruments and the analysis and utilization of qualitative data.
    Knowledge and experience in designing and implementing evidence-based behavior change approaches that incorporate the role of product, social factors and environment in facilitating change Experience with and working knowledge of GOK’s National health system and the Community Health Strategy.
    Working knowledge and experience in the application of the USAID accelerator behaviors on FP/MNCAH, WASH and Nutrition.
    Previous experience working with international organizations as well as USAID-funded programs Excellent community mobilization and facilitation skills.
    Demonstrated proficiency in MS Office Suite and experience in the use of new and emerging innovative application of information technology tools in social and behavior change communication to reach audiences effectively and at scale.
    Demonstrated success in planning, facilitation, and management of events including stakeholder/audience consultation workshops, materials/product pretesting activities, focus groups, meetings, conferences, and program launches.
    Excellent communication, interpersonal, writing and oral presentation skills and proficient in both English and Kiswahili.

    MINUMUM REQUIREMENT STANDARDS:

    Master’s degree in one of the following or related fields: public health, health communications, behavioral sciences, health promotion, social sciences or community development with 3-5 years of relevant experience or a Bachelor’s degree in any of the above fields with 5-7 years relevant experience.
    Extensive experience designing, managing, and evaluating culturally-sensitive behavior change components of FP/RMNCAH, WASH and Nutrition programs.
    Familiarity with the principles and approaches in community mobilization and SBCC and the application of information technology in development programs.

    This job description summarizes the main duties of the job. It neither prescribes nor restricts the exact tasks that may be assigned to carry out these duties. This document should not be construed in any way to represent a contract of employment. Management reserves the right to review and revise this document at any time.

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  • Corporate Sales Manager

    Corporate Sales Manager

    Job description
    Our client in Technology and Capacity Building business is looking for Senior Sales people to join its sales team.
    The ideal candidate should be:-

    Over 5 years experienced in Business Development, Sales and Marketing
    Preferably worked in the IT Education Industry or Soft Skills training company.
    Track record of generating sales worth minimum 25 million per year
    Degree/Diploma in Information Technology
    Degree/Diploma in Business with Sales and Marketing
    Strategic, Focused, Fast Learner, Good Communicator, Flexible, Resulted Oriented, Smart looking with Right Attitude

  • Legal Assistant 

Communications Officer 

Program Officer 

Senior Programs Officer 

Finance Officer

    Legal Assistant Communications Officer Program Officer Senior Programs Officer Finance Officer

    Reports to: The Senior Legal Counsel
    Duties

    Attending to clients and advising on various processes that are required in the filing of matters in the Court Registry.
    Serving of all the court processes and updating the FIDA office and Clients
    Filling and retrieving clients files
    Drafting relevant legal documents.
    Participate in legal dispute resolution and mediation on related matters as brought to the attention of the relevant FIDA Kenya office.
    Manage FIDA and Court Registry.
    Receiving court reports from clients of all matters from the court and updating files.
    Updating all the Access to Justice team’s diaries including the Master diary to inform on upcoming matters and progress of all that have been served upon.
    Support the team in Training of clients on self-representation in court.
    Conduct file audits to ensure they are in order before serving the same to the relevant recipients and in Court.
    Ensure financial budgeting and requisitions for branch office in the requests for filing fees requirements and follow-up and assist in auditing of the same as and when called upon to do so.

    Qualifications

    Diploma in Legal Studies
    Licensed court process server
    Holder of a Certificate of Good Conduct
    MUST have 2 years work experience.
    Work in Non-Governmental Organisation will be an added advantage.

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  • Customer Care Assistant 

Office Messenger & Rider 

Procurement & Administration Officer

    Customer Care Assistant Office Messenger & Rider Procurement & Administration Officer

    Ownership of customer inquiries and complaints up and up to successful resolution Qualification Level:
    Qualifications

    Diploma or Degree in Public Relations or related field
    Minimum two years’ work experience in Customer Service
    Experience in the Sacco industry is an added advantage
    Strong computer skills especially MS Office
    Excellent communication skills written and oral both in English and Swahili.

    Job Responsibilities

    Ownership of customer inquiries and complaints up and up to successful resolution
    Ensuring all relevant communications, records and data are updated and properly stored.
    Handling escalations and difficult calls where more expertise is required.
    Preparing customer service performance reports by collecting, analysing, and summarizing data and trends
    Maintaining professional and technical knowledge by tracking emerging trends in the Sacco industry and customer service to continue to offer first time value to customers
    Regular customer service process review to ensure gaps and risks are managed and procedures followed, and improvements are effected.
    Identifying customer touch points and developing and implementing innovative and scalable means to serve customers throughout the customer lifecycle in conjunction with sales and marketing team
    Developing and implementing customer retention plan in conjunction with the sales and marketing teams
    Developing and implementing a customer referral and cross selling plan in conjunction with the sales and marketing teams
    Facilitates cross-functional working to provide effective solutions to customer. Supports the Sacco in being focused on the customer journey and not internal functions leading to faster resolution
    Collect and collate customer feedback and developing actionable changes/improvements to senior management

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