HELB Corporate Communications & Customer Experience Manager Job in Kenya

HELB Corporate Communications & Customer Experience Manager Job in Kenya
February 27, 2015 Job Description
Higher Education Loans Board (HELB) is a state corporation whose mandate is to source funds and provide loans, scholarships and bursaries to Kenyans studying in recognised institutions of higher learning.
A vacancy has arisen for the position of Corporate Communications & Customer Experience Manager.
HELB is looking for highly competent, passionate, dedicated and self-driven individual of high integrity who is able to demonstrate strong leadership skills to fill the position.
The Position: Reporting to the Chief Manager-Strategy, Research and Communications Officer, The Corporate Communications and Customer Experience Manager will develop and lead the implementation of Organizational Communications (Internal & External) and an innovative customer service strategy that delivers a consistent, seamless and trusted customer experience through the different channels across the Organization.
The person will be key in managing the reputational risk of the Board to promote strong HELB brand.
Key Responsibilities
Plan and develop annual communication plans, campaigns, strategies, production of External/Internal communication tools and materials, including website, annual reports, newsletters, business stories, documentaries and brochures in line HELB’s Communication policy.
Manage day to day relationships of PR agencies; develop corporate media materials and corporate events to deepen knowledge on HELB products.
Develop and implement a Comprehensive Social media strategy including management of a best in class Contact Centre.
Coordinate and manage the communication flow within the organization, serving as the principal contact person for information to ensure effective knowledge management.
Ensure appropriate budgeting, cost containment and tracking of communications related cost centers.
Develop and deliver the Board’s customer service strategy, in order to improve the customer experience, process excellence, achieve the Boards objectives and deliver the Board’s brand promise.
Responsible for improving customer satisfaction and implement first class customer experience as per the Board’s service charter and design and implement a communication framework that ensures that the customer service strategy is effectively cascaded to all stakeholders, employees and embedded in delivery of all services.
In collaboration with other stakeholders and relevant functions, departments lead the development and implementation of new customer experience propositions that will ensure customer satisfaction and drive cross functional experience reliability in key customer touch points whilst minimizing the disruption to the existing business.
The Person
A holder of a degree from a recognized university. An MBA or Master’s degree or relevant professional qualifications in a relevant field will be an added advantage.
Have at least 8 years management experience with a large retail or services business covering corporate communications, customer service, strategy creation, project management and managing teams, with a minimum 3 years’ experience of direct responsibility for delivering exceptional “customer experience.”
Experience of operating in a multi-channel customer facing environment is essential.
Should have excellent high quality interpersonal, influencing and negotiation skills with the ability to positively and clearly communicate with a variety of constituents.
Should have strong leadership skills with demonstrated competences in championing customer focus, and in managing people in multi-cultural environments
How to Apply
If you believe, you can clearly demonstrate your abilities to meet the criteria given above, please send your application, detailed CV, relevant copies of testimonials and certificates, your date time contact, and contacts of three referees, to reach the office of chief Executive Officer on the contact below and not later than 14th March, 2015.
CEO/Board Secretary
Higher Education Loans Board
P.O. Box 69489-00400
Nairobi
OR
Email Address: recruitment@helb.co.ke
Only shortlisted applicants will be contacted.
HELB is an equal opportunity employer