Customer Service and Experience Manager at Kenyan Alliance Insurance

• Define the customer, identify, map and train on the customer journey to improve the customer experience
• Continually review and recommend business process improvement to ensure service delivery excellence throughout the customer lifecycle
• Drive customer retention, reduce churn, and increase customer satisfaction
• Guide team in effective client issues resolution and handle any escalations
• Conduct satisfaction surveys and business reviews to gather information on customer feedback and use the findings to improve service delivery
• Champion opportunities to consistently improve the Kenyan Alliance customer experience
• Liaise with the production and creative departments to ensure delivery of high quality products and services
• Establish communication mediums through which customers can readily contact a company and vice versa
• Utilize 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 time
• Build and maintain relationships with clients and key personnel within our key corporate accounts, making periodic service review visits and anticipating new opportunities
• Incorporate the regulatory requirement for treating customers fairly into the customer journey and initiate actions that ensure compliance
• Working closely with design agencies and assisting with new product launches
• Maintain effective internal communications to ensure that all relevant company functions are kept informed of marketing objectives
• Supervising the sign-off of marketing literature and campaigns, marketing merchandise and giveaways by ensuring the designs and messages meet company brand and regulatory guidelines
• Recommend the company-wide branding initiatives and corporate identity in coordination with the key stakeholders in all the business divisions
• Proactively monitor and strive to maintain high levels of quality, accuracy, and process consistency in brand visibility and customer service in the organization
• Drive 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 opportunities
• Developing coordinating marketing campaigns with sales activities.
• Creation and publication of all marketing material in line with marketing plans
• Oversees and monitor the running of the company digital marketing platform
• Developing an effective company CSR program and championing the CSR initiatives
• Perform any other roles as may be assigned by management from time to time.

• Bachelor’s degree in Business Administration, Sales/ Marketing, Public Relations or any other relevant field
• Qualified chartered marketer is an added advantage
• 10 years working experience of which 5 years should be at a senior management level in a similar position
• Strong analytical and project management skills
• Confident and dynamic personality
• Time management skills and attention to details
• A strong, clear communicator with people at all levels and backgrounds
• Resilience to maintain effective work behavior in the face of setbacks and pressure with minimal supervision
• High level of personal integrity
• Effective interpersonal, verbal and written communication skills

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