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Tuesday, June 12, 2018

Customer Relationship Manager Job at UMEME - Career Opportunity in Uganda

Vacancy title:
Customer Relationship Manager

Jobs at:

Deadline of this Job:
22nd June 2018

Duty Station:
Kampala, Uganda

Job purpose
To develop, implement and maintain proactive customer relationship management program for the business that incudes effective consultative selling and structuring of power to potential key existing customers, large power users and power consumer association in line with the set targets, the Umeme strategic objectives and customers service Standards. The role will provide a single point of contact for all Large Power users with the business including service request, billing and engineering solutions.
Key Responsibilities
  • Develop and implement a Customer Relationship Strategy and framework for the Business to grow Company revenue in the Large Power User {LPU) category.
  • Develop and implement the annual key Accounts and Large Power User work plan for the company to grow company sales and revenue.
  • Develop and implement a reliable and efficient LPU customer on boarding process for the business to enable seamless energy and retail systems setup for the new and upgrading customers.
  • Develop and Implement initiatives to collect all company accounts billed from all Large Power Users {LPU's) in a sustainable manner. .
  • Track and ensure the billing process for all LPU consumers are accurately and timely done to ensure realization of company revenue.
  • Develop and implement a Sustainable Customer Loyalty program geared at growing energy sales, reduce payment -Provide Customer advisory to LPU's on the operation of LPU Power systems (AMR, TOU, and GOU-Prepayment), the time based-tariff variations {Peak, Shoulder, off-peak and average) to drive company energy sales and revenue.
  • Liaise with the other multisector players Associations for LPUs (UIA, Private Sector Foundation, UMA, etc) to enhance service delivery.
  • Coordinate with Network Asset Department and other support departments to ensure seamless service to LPUs.
  • Periodically evaluate, modify and implement the CRM processes to ensure speed, efficiency and quality of service for all LPU customers in line with the regulatory customer service standards.
  • Develop and implement systems to collect process and address feedback from all LPU's and ensure agreed initiatives are implemented; complaints are resolved to strengthen the brand.
  • Periodically generate a database of market information on LPU consumer segment and support provision of inclusive Power solutions in line with identified customer needs.
  • Plan and implement CRM training and sensitization programs to grow Customer facing staff competence in CRM in line with changing customer expectations. '
  • Closely work and coordinate Customer relationship officers at the various Business regions to ensure continuous improvement in service delivery at Service center/ districts and resolution of escalated complaints
Job Requirements
  • A Bachelor‘s Degree in Marketing, Information Technology, Public Relations, Business Administration, Economics, Finance, or any other related field.
  • A post graduate qualification in Business or Management.
  • At least five (5) years ‘experience in CRM marketing or advertising in a fast paced and highly competitive setting, in a utility business or large Commercial enterprise. Experience working with multiple communication channels in consumer interactions. Experience in advanced set-up and development of Corporate-level CRM programs a must.
Job application procedure
if you believe you are the one we are looking for please fill in the job application form Through the following link