26 Jun 2019

Customer Relationship Management Executive at IWayAfrica

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IWayAfrica is a leading African ISP, offering solutions over satellite, fiber optic and wireless networks. Our expertise lies in designing, installing and operating networks to suit customers’ requirements. The Group currently services over 67,000 corporate subscribers and over 20,000 consumer subscribers across Sub-Saharan Africa. The following vacant positions have arisen in its Kenya Operations:

The CRM Executive maintains and expands relationships with a portfolio of customers. He/she is responsible for developing and implementing strategic account objectives, achieving the set revenue targets for both database retention and up selling, while leading the customer account planning cycle and ensuring assigned customers’ needs and expectations are met by the company.

Key roles

  • Establishes productive, professional relationships with key personnel in assigned customer accounts
  • Coordinates the involvement of company personnel, including support, service, and management resources, to meet account performance objectives and customers’ expectations.
  • Meets assigned targets for revenue growth (up selling), customer engagement, collections and strategic objectives in assigned accounts
  • Informs existing customers on new products and value added services provided by the company.
  • Proactively leads a joint company-strategic account planning process that develops mutual performance objectives, financial targets, and critical milestones for a one and three-year period.
  • Proactively assesses, clarifies, and validates customer needs on an ongoing basis.
  • Leads solution development efforts that best address customer needs, while coordinating the involvement of all necessary company personnel.
  • Provide feedback to management regarding customer needs, market dynamics and competitive assessments.
  • Use customer behavior and statistics to predict likely trend and movement with assigned target customer portfolio for both individual and groupings of categorized customers.

Key Performance Indicators

  • Achieves assigned quota in existing and new revenue for designated strategic accounts.
  • Responsible for collections from the assigned customer data base.
  • Achieves strategic customer objectives defined by company management.
  • Completes strategic customer account plans that meet set expectations for the position.
  • Maintains high customer satisfaction ratings that meet company standards.

Qualifications:

A business degree from a recognized university, member of a professional body in Sales/Customer Service / Marketing with not less than 3 years’ years of strategic sales/ CRM experience in Business to Business environment.

Special Job Requirements

The ideal candidate will be a strategic thinker and knowledgeable in everyday marketing activities.

An individual who is an excellent communicator, with lots of enthusiasm and ready to make a difference. Knowledge of our industry matters too.

 

How to Apply

Interested candidates are requested to send their applications to [email protected] quoting the job title as the reference by 25th August 2019. iWayAfrica Kenya Limited is an equal opportunity employer.




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