Head of Client Relationship Management

Job Closed!
Company:Telkom Kenya
Category:Customer Service & Customer Support
Job Type:Permanent

Job details

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. If you fit the required profile, please apply highlighting how your qualifications, experience and career aspirations match the requirements for this position.Application should be sent by 21st August 2018, please provide an updated Curriculum Vitae (CV) including details of your current telephone contacts and names of three referees. Apply through [email protected] and ensure the job title is quoted on the subject field. Only shortlisted candidates will be contacted.

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Customer Service & Customer Support Telkom Kenya 1 year ago