Orange Telkom Customer Relationship Manager Job

Position: Customer Relationship Manager

Reporting to: Head of Sales & Customer Relationship Management

Range: R2L

Department: Business Market Role Purpose: He/she will oversee consultative selling and retention of existing key accounts within the Assigned Sector as well as conceptualisation, planning, development
and implementation of end to end account management plan for a sustainable long-term business relationship between the assigned accounts and Telkom Kenya Ltd.
Manage customer relationships to increase customer satisfaction, loyalty and retention.
Key Duties and Responsibilities

• Account Development: Ensure overall account management and development through account development plans so as to build and maintain strong, long-lasting customer relationships with a view to maximize the lifetime value of the customer.
• Key Contact Person: Be the lead point of contact for all matters specific to the customers within the defined account portfolio and develop a trusted advisor relationship with the customers.
• New Sales Opportunities: Meet and exceed sales targets by developing long-term relationships within the targeted customers and by identifying upselling and cross-selling opportunities within existing accounts.
• Revenue growth: Ensure overall revenue growth within his/her target market list through churn reduction.
• Cash & Collections: complement company’s efforts in ensuring that billed revenues translate to cash by managing the accounts reconciliation, ensuring prompt settlement, accelerating dispute resolution and debt collection from customers.
• Contract Renewals: Manage contract renewals and proposal responses. Develop and deliver unsolicited renewal proposals with clearly articulated value propositions to the customers.
• Customer Improvement Programs: Ensure that customers are contacted where required and the customer improvement programs related to your assigned sector/customers are completed in time.
• Internal Stakeholder Coordination: Manage and work with the expanded TKL team to provide overall account strategy and direction regarding; opportunity risk assessment, recommendations and implementing planned contingencies.
• External / Customer Engagement: Develop multi-level and multi-functional relationships (CEO, CFO, CIO and Business Unit Leaders) to drive solutions that are innovative and provide value / benefit relative to the customer’s respective business needs; deepen and widen relationships with a long term focus.
• Service Reviews: Ensure that all customers are constantly engaged as required.
• Customer Satisfaction: Maintain a high level of customer satisfaction through timely and successful delivery of our solutions according to customer needs as well as timely resolution of customer after sales issues / conflicts.
• Reporting: Ensure accuracy and timeliness in reporting the key account metrics
• Sector Market Intelligence: Consolidate and share internal strategy improvement and market positioning of all the customer feedback and market intelligence gathered by self within the Assigned Sector.

Academic / Professional Qualifications

• Bachelor’s Degree in Business, Finance or other relevant field (or equivalent)
• Minimum of 3 years’ experience in high dollar value consultative selling and relationship management preferably within major accounts

Key Competencies:

• Strong Leadership and Internal Stakeholder Management Skills
• Excellent in communication, presentation, business reporting, competitive proposal writing and negotiation skills
• High end sales generation and closing ability
• Ability to project a strong, positive image of him/herself and the Company
• Strong Organizational & Planning Skills
• Strong problem solving skills: ability to solve customer issues, sometimes without seeing the actual problem first hand.
• Strong financial skills by understanding the costs to serve and its impact on the Profit & Loss (P&L).
• 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.

How to Apply

Application should be sent by latest 24 July 2015, please provide an updated Curriculum Vitae (CV) including details of your current telephone contacts and names of three referees.
Apply through recruitment@orange-tkl.co.ke and quote the job title in the subject field.
Only shortlisted candidates will be contacted.