Safaricom Limited is the leading mobile telecommunications company in Kenya.
We are at the forefront
of the industry and always seek to attract and retain talented, creative
and innovative team players who are excited by the opportunity of
pushing the frontiers of this evolving technology, growing our services,
exciting our customers and contributing to our community.
At Safaricom, we take pride in our talent and develop them to realize their maximum potential!
Manager - Retention & Loyalty Management
Ref: CC_MRLM_JUNE_2013
We are pleased to announce the following vacancy in the Customer Care Division.
In keeping with our current business needs; we are looking for a person who meets the criteria indicated below:
Reporting to the Head of Department, Customer Experience, the position holder will be responsible for engaging stakeholders with Business Units to formulate & deliver on a Single Customer Retention Strategy, where Customer management will drive the Strategy Execution to ensure maximization of the lifetime value of customers
The job holder’s key responsibilities will be to:
- Align Customer care retention initiatives to Safaricom Business Units while adopting best standards and to the global company retention strategy;
- Liaise with SBUs to Define, Implement and Co-ordinate a Call Centre retention program for all customer segments;
- Develop loyalty campaigns in consultation with SBUs and prepare business cases for all proposed campaigns;
- Drive the build, delivery and change method of having customers rate the service provided to them based on defined measurements and industry standards using available tools;
- Drive detailed analytics of customer feedback results to create customer Retention Actions plans around gaps in expectations. Proactively analyze customer behavior in order to identify and address at-risk customers before they defect;
- Drive implementation of loyalty initiatives (product or services) to deliver agreed retention plans and targets;
- Drive engagements with stakeholders (Market Intelligence team) for various studies and market intelligence for identification of customer satisfaction, customer behavior towards churn, and customer response towards various campaigns of retention/loyalty to identify the consumer needs;
- Oversee the operation of the outbound unit in line with the Call Centre Retention strategies;
- Manage effective customer win-back mailing campaigns supported by online and telephony contact;
- Drive Customer Care Retention Projects as aligned to the Safaricom Retention strategy;
- Monitor the improvements provide reports on the impact of the changes;
- Prepare, implement & monitor OPEX forecasts to meet business requirement Develop the customer retention budget and monitor expenditure;
- In line with agreed KPI’s for loyalty programs, continuously plan, inform, and review budget expenditure and ROI;
- Driving and improve performance to the team;
- In liaison with HR L&D ,identify staff training needs, Create development and training plans to close any performance gaps identified;
- Create a work environment that will drive the entrenchment of the Safaricom way Values of Speed, simplicity & trust;
The ideal candidate should possess the following skills & competencies:
- Bachelor's degree in marketing or a statistical technical discipline.
- 6-7 years’ experience in a marketing, business analysis or customer management with targeted work output to driving retention & product development and also overseeing the development & implementation of loyalty programs while managing a team of specialists.
- Has worked in a fast-paced, dynamic environment and must have good problem solving skills;
- Proven ability to engage with Leadership Teams to create buy in on retention & loyalty initiatives.
- Project Management capability
- Excellent knowledge of Safaricom products and service and brand promise
- Excellent knowledge of Customer Care processes & procedures
- Excellent written and verbal communication skills (articulate) coupled with good listening, presenting and critical reasoning skills.
- Proactive, confident, energetic and able to work under pressure with a positive attitude and use good organization skills
- Excellent interpersonal skills.
- Good decision making skills
- Able to promote a work environment that fosters creative thinking, innovation and rational risk-taking.
- Demonstrate good analytical skills
- Has an understanding of the QMS ISO 9001:2008 standards
- Good understanding of multi-business functions and business processes;
- Influencing and negotiation skills;
If you feel that you are
up to the challenge and posses the necessary qualification and
experience please send your resume and application letter indicating
your experience and why you are the most suitable candidate for the role
clearly quoting the job title to the address below.
The deadline for application is Monday 17th June, 2013.
The Head of Talent & Resourcing
Safaricom Ltd
Nairobi
The Head of Talent & Resourcing
Safaricom Ltd
Nairobi
Via E-mail to: hr@safaricom.co.ke