Customer Service and Experience Manager at Kenyan Alliance Insurance

Job Summary

The role holder is responsible for managing and building brand visibility, managing public relations within the company, building and sustaining the company’s reputation for quality, reliability, and customer
satisfaction.

Main Responsibilities

• Define the customer, identify, map and train on the customer journey to improve the customer experience
• Continually review and recommend business process improvement to ensure service delivery excellence throughout the customer lifecycle
• Drive customer retention, reduce churn, and increase customer satisfaction
• Guide team in effective client issues resolution and handle any escalations
• Conduct satisfaction surveys and business reviews to gather information on customer feedback and use the findings to improve service delivery
• Champion opportunities to consistently improve the Kenyan Alliance customer experience
• Liaise with the production and creative departments to ensure delivery of high quality products and services
• Establish communication mediums through which customers can readily contact a company and vice versa
• Utilize customer relationship management (CRM) tools in coordinating and monitoring customer experience operations. Produce reports and present information to staff, managers and the Executive.
• Manage the contact Centre and improve call center operations by monitoring systems and processes and identifying and resolving problems on time
• Build and maintain relationships with clients and key personnel within our key corporate accounts, making periodic service review visits and anticipating new opportunities
• Incorporate the regulatory requirement for treating customers fairly into the customer journey and initiate actions that ensure compliance
• Working closely with design agencies and assisting with new product launches
• Maintain effective internal communications to ensure that all relevant company functions are kept informed of marketing objectives
• Supervising the sign-off of marketing literature and campaigns, marketing merchandise and giveaways by ensuring the designs and messages meet company brand and regulatory guidelines
• Recommend the company-wide branding initiatives and corporate identity in coordination with the key stakeholders in all the business divisions
• Proactively monitor and strive to maintain high levels of quality, accuracy, and process consistency in brand visibility and customer service in the organization
• Drive corporate strategy and the marketing strategy for the company in line with company objectives.
• Develop communication strategies for delivery of corporate culture and business strategy.
• Develop companywide branding initiatives, internal communications and external media relations.
• Manage media relations and maximize media opportunities
• Developing coordinating marketing campaigns with sales activities.
• Creation and publication of all marketing material in line with marketing plans
• Oversees and monitor the running of the company digital marketing platform
• Developing an effective company CSR program and championing the CSR initiatives
• Perform any other roles as may be assigned by management from time to time.

Knowledge & Experience

The candidate must demonstrate and possess the following skills and qualifications:

• Bachelor’s degree in Business Administration, Sales/ Marketing, Public Relations or any other relevant field
• Qualified chartered marketer is an added advantage
• 10 years working experience of which 5 years should be at a senior management level in a similar position
• Strong analytical and project management skills
• Confident and dynamic personality
• Time management skills and attention to details
• A strong, clear communicator with people at all levels and backgrounds
• Resilience to maintain effective work behavior in the face of setbacks and pressure with minimal supervision
• High level of personal integrity
• Effective interpersonal, verbal and written communication skills