• Client Relations Manager at Sendy Limited

  • Posted on: 7 July, 2017 Deadline: Not Specified
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    At Sendy, we specialize in connecting on-demand, trusted, and transparent service providers with individuals and businesses looking to move packages. Thus, we believe it’s a natural extension of our core expertise to also connect our users to quality certified transportation providers. As of today, Sendy users can now request a package DELIVERY using a motorcycle, van, pickup, or 3 ton truck, or a passenger RIDE with a boda boda or cab – all from within the same SENDY mobile app (available on Android and iOS) and web platform. All DELIVERY and RIDE services are available 24 hours a day, 7 days a week and can be paid for using cash, MPesa, or card.

    Client Relations Manager


    Responsibilities for the Client Relations Manager Job

    • Manages escalated client complaints, above and beyond that which the Customer Care team can handle immediately.
    • Develops, tracks and reports key performance measurements on key accounts.
    • Develops and implements process and procedures to improve operational efficiency for key accounts.
    • Oversees cross functional work areas targeted to resolve issues raised by key accounts.
    • Build and maintain relationships with clients and key personnel within our big corporate accounts.
    • Conducting business reviews to ensure clients are satisfied with their products and services.
    • Growing MoM total revenue (and deliveries) in key accounts according to monthly targets.
    • Informing customers about other products the company offers.
    • Attending meetings with clients to build relationships with existing accounts.
    • Achieving client relationship targets and KPI’s as set by the Head of Sales.
    • Working closely with Account Managers and Sales Consultants.
    • Escalating and resolving areas of concern as raised by clients.
    • Carrying out client satisfaction surveys and reviews.
    • Monitoring company performance against service level agreements and flagging potential issues.
    • Updating the CRM and ensuring account managers are aware of changes within clients.
    • Passing leads to the sales team and following up on progress.
    • Liaising with internal departments to ensure client needs are fulfilled effectively
    • KPIs
    • Average growth rate of key accounts
    • Retention rate for Corporate Clients
    • Average revenue per key account
    • # of ‘high risk’ clients
    • Customer Satisfaction index
    • Average # contact moments per client

    Method of Application

    Interested and qualified? Go to Sendy Limited career website on talentboard.co.ke to apply

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