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31 Mar 2017

Client Relations Manager Job at Sendy

About Sendy
Sendy is THE delivery partner for moving packages in Kenya. Sendy provides an app and web platform that enables individuals and small businesses to connect with Riders and Drivers and request on-demand or scheduled courier services anytime, any day, 24/7. To support our mission, we partner
with drivers (boda bodas, vans and pickup trucks, 3-ton trucks), extensively vet and train them, and then connect them to our GPS enabled tracking and dispatching system where individuals and businesses can request and track their courier services.

Partnership is the foundation of what we do. By partnering with Riders, Drivers, and Small Businesses, we empower individuals to grow their livelihood. We do this by building a platform that is Simple, Transparent, and User Centric.

Client relations manager is a key member of  Sendy’s sales management team. Your role is to manage and protect the relationship between Sendy and our most important clients. Your aim is to maximize long-term revenue opportunities by becoming trusted advisers to clients and strengthening their loyalty, ultimately growing their revenue potential.

Responsibilities

  • 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
  • Manages escalated client complaints, above and beyond that which the Customer Care team can handle immediately.

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

Apply
Please forward your CV and quick summary (one paragraph) on why you’re interested in the position to jobs@sendy.co.ke.

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