Lead Key Account Manager - Client Relationship Management at Telkom Kenya

Reporting to: Head of Enterprise Client Relationship Management

Band: 4.1

Department: Enterprise

Role Purpose: We are seeking an individual who is dynamic by nature and passionate with a track record of delivering results to join our Enterprise Team. This role responsible for developing and maintaining excellent relations with new and existing corporate customers resulting in increased levels of customer retention and growth of revenues .

Key Duties and Responsibilities

• Monitoring of key metrics and revenue reporting, provide early identification of churn to mitigate potential client issues or dissatisfaction.
• Support head of CRM in retention campaigns, from conceptualization through to analysis.
• Planning and delivering CRM strategies for enterprise customers with a view to retaining existing customers and increasing brand loyalty.
• Create a business and market intelligence feedback for better management of products and services, communication, sales and delivery, as well as customer support and retention.
• Ensure the effective management of the customer requests maintaining high achievement in all quality critical matrices.
• Work cross functionally to address issues raised through client interactions.
• Grow and develop existing customers as well as generating new business through lead generation
• Monitor usage for customers and propose the appropriate plans to spur usage with the goal of increasing Revenues.
• Build and maintain relationships with customers through health campaigns

Academic/ Professional Qualifications

• Bachelor’s degree in Business or Communications
• 3 – 5 years – experience in Customer Relationship Management, Customer Service

Professional Skills:

• Strong Leadership, Internal & External Stakeholder Management Skills
• Track record in developing self and others
• Personal effectiveness and credibility
• Process discipline and quality orientation
• Efficient and results oriented
• Assertiveness
• Strong organization, presentation and communication skills