Job Purpose:
To develop, plan coordinate and oversee all initiatives that focus on developing customer relationships that promote retention and loyalty, improving customer lifetime value and reducing churn.
Key Job Functions:
1. Gather updated information for the different customer groups, customise, review, and disseminate it in the most appropriate channels
2. Provide support to targeted customers by engaging them as and when required
3.Creatively craft customer initiatives for identified customer groups from time to time
4. Promote customer success initiatives through active digital channel support
5. Oversee all field activities related to customer success initiatives
6. Carry out periodic check ins/surveys with customers to ensure they are successfully using their products.
7. Coordinate all Customer Success initiatives in liaison with Market Development, Sales and Customer Facing teams.
8. Periodically share progress reports and customer feedback with management
Requirements:
1 year and above experience in a busy Customer service or marketing environment
Skills & Competencies:
Interpersonal skills
Excellent negotiation skills
Creativity and Idea generation
Good decision making and problem-solving skills
Ability to work under pressure and deliver on agreed timelines
Languages:
Luganda and English (Required) Runyakitara and Kiwshahili and added advantage
Education Required:
Basic College Diploma or Degree in any field
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