Job SummaryThe 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 customersatisfaction.Main ResponsibilitiesDefine the customer, identify, map and train on the customer journey to improve the customer experienceContinually review and recommend business process improvement to ensure service delivery excellence throughout the customer lifecycleDrive customer retention, reduce churn, and increase customer satisfactionGuide team in effective client issues resolution and handle any escalationsConduct satisfaction surveys and business reviews to gather information on customer feedback and use the findings to improve service deliveryChampion opportunities to consistently improve the Kenyan Alliance customer experienceLiaise with the production and creative departments to ensure delivery of high quality products and servicesEstablish communication mediums through which customers can readily contact a company and vice versaUtilize 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 timeBuild and maintain relationships with clients and key personnel within our key corporate accounts, making periodic service review visits and anticipating new opportunitiesIncorporate the regulatory requirement for treating customers fairly into the customer journey and initiate actions that ensure complianceWorking closely with design agencies and assisting with new product launchesMaintain effective internal communications to ensure that all relevant company functions are kept informed of marketing objectivesSupervising the sign-off of marketing literature and campaigns, marketing merchandise and giveaways by ensuring the designs and messages meet company brand and regulatory guidelinesRecommend the company-wide branding initiatives and corporate identity in coordination with the key stakeholders in all the business divisionsProactively monitor and strive to maintain high levels of quality, accuracy, and process consistency in brand visibility and customer service in the organizationDrive 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 opportunitiesDeveloping coordinating marketing campaigns with sales activities.Creation and publication of all marketing material in line with marketing plansOversees and monitor the running of the company digital marketing platformDeveloping an effective company CSR program and championing the CSR initiativesPerform any other roles as may be assigned by management from time to time.Knowledge & ExperienceThe candidate must demonstrate and possess the following skills and qualifications:Bachelor's degree in Business Administration, Sales/ Marketing, Public Relations or any other relevant fieldQualified chartered marketer is an added advantage10 years working experience of which 5 years should be at a senior management level in a similar positionStrong analytical and project management skillsConfident and dynamic personalityTime management skills and attention to detailsA strong, clear communicator with people at all levels and backgroundsResilience to maintain effective work behavior in the face of setbacks and pressure with minimal supervisionHigh level of personal integrityEffective interpersonal, verbal and written communication skills
