Analyze your CV for Head of Customer Relations and Retention at African Management Services Company(AMSCO)

Job descriptionOur client is a fast growing fixed satellite solution service provider whose customers include leading media and network companies, multinationals, ISPs, Telcos and governmental agencies. Their solutions deliver efficient, reliable and affordable data, Internet, voice and video connectivity whilst providing value through comprehensive end-to-end solutions and network outsourcing. Job Purpose:Overall in charge of Client Relation and Retention within the company, will work very closely with CRM Manager /Team leader to ensure collection targets are met.Responsible for managing the loyalty and retention programs designed to win back, reward, and retain customers and clientsManage the collection from  Postpaid/Prepaid Customers  Enhance the business opportunity with the existing customersJob Responsibilities:1. Create customer base stickiness and hence reduce churnDesigning, managing, analyzing programs and offers to create stickiness of the base to the network and hence building loyalty.Design plans and programs for increasing the penetration and hence increase the usage and revenueDevelop and implement a process resulting in No customers complaints while availing of the program benefitsIdentifying and hence creating various channels and means of driving the customer to use our service against our competitorIdentify sales opportunities while servicing customersSell new products & Services to existing customerManage the entire team and monitor the performance of each individual2. Responsible for exceeding client retention targets3. Increase contribution of customers with lower ARPU in the company revenueAccount Management: You will be responsible for developing long-term relationships with customers, connecting with key business executives. You will liaise between customers and cross-functional internal teams to ensure the timely and successful delivery of our solutions according to customer needs. Furthermore, you will be responsible for developing new business from existing customers.Monitor the level of activity on the network andWork in close conjunction with the Customer Experience team to do targeted promotions of the customers with lower ARPU4. Identify and remove any barriers to the client’s use of the service and to proactively seek ways to increase our  customers share of  wallet5. Work with cross-functional teams to lead the creation and preparation of new campaigns for execution including campaign strategy, offer development, business case creation and approval, communication brief development, and client targeting.6. Evaluate program results and optimize as needed7. Credit controlEnsures that postpaid credit procedures are in place and enforced at all timesContinuous Credit Control Processes ImprovementControl debt collection Agency8. Debt CollectionMakes thorough follow-up of due debts and collection of outstanding balances by putting up a proper processesInitiates an Overdue Reminder Note to customers and proper follow-up on response.Liaises with Sales Department on customer problems that may affect debt collection targets 9. ReportsPrepare various analytical reports and statistics as required by the business on a timely basis.Requirements:Skills, Knowledge & Abilities7+ Years of relevant experienceGood people management skillsProven track record of customer retention & relationship managementHistory of creating productive working relationship and trust with teams across multiple departmentsStrong communication skillsAn understanding of the client’s needsEducationBachelor Degree in Marketing/IT, an MBA is preferred