Wananchi Group Customer Lifecycle Manager Job in Nairobi Kenya

Wananchi Group (K) Ltd

Job Title: Customer Lifecycle Manager

Department: Customer Service Dept
Location: Nairobi

Position Reporting to: Customer Experience Director

Job Purpose / Summary: The Customer Lifecycle Manager will be responsible for leading a team in the design, implementation and execution of strategies that drive customer retention, loyalty, share and revenue growth.  

This will be achieved by:

Defining and measuring Customer Satisfaction and Promoter KPI's, identifying risks and opportunities and implementing improvement plans.Designing programs that strengthen customer relationship, proactively minimize non payed customers, increase customer retention and minimize churn through customer win-backs.Leading the customer base analytics, identifying opportunities, designing and implementing up-selling/cross-selling campaigns that increase customer share and sustainable revenue growth.Key Responsibilities will include:Achieving budgeted financial goals in the key customer lifecycle KPI's (average revenue per customer, non payed disconnects, churn). Lead the creation of different Customer Experience feedback tools. Define, plan and execute Customer Satisfaction Surveys and Promoter type KPI's, analyzing results and implementing improvement plans. Develop a detailed strategic roadmap that leads toward the implementation of a continuous enhancement of customer satisfaction.Research, analyze and monitor metrics and customer segments to uncover and capitalize on retention, win-back, up-selling and arpu enhancement opportunities. Design the specific campaigns, in collaboration with Marketing, that will be used by the retention and upgrade teams. Implement the campaigns and measure results taking corrective actions to ensure targets are met.Lead the loyalty and retention functions to build diagnostic, descriptive and predictive models, creating proactive and reactive loyalty and retention strategies and programs. Deliver appropriate in-depth analytics to understand the levers that drive customer churn.Lead the strategy for the development of CRM as the tool of a relationship based model enabling the analysis of customer related information -demographic, business and behavioral for the identification of loyalty and retention strategies, cross & up selling opportunities and data feedback for product definition and improvement in other functional areas. Through the customer base analytics monitor product life cycle propose refinement in pricing & product and determine possible Support models based on customer segmentation and customer value.Experience and Background Needed:BA/BS degree required. Master's degree in Marketing or equivalent strongly preferred 5+ year’s relevant experience in Telecommunications or consumer industries.5+ years of progressive experience and leadership in building and implementing customer relationship and cross-selling programs in Telecommunications or consumer industries.Proven track record of driving revenue growth and reducing churn.Strong financial/analytical skills required as well as development of business plansLeadership, strong personal work ethic and initiative, and the ability to build strong cross-functional relationships including those with senior level executives  Email CV to recruit@ke.wananchi.com

Deadline: 18th December 2013

Monarch Group Property Valuer Job in Nairobi Kenya

Reports to: Group Property Manager
Duty Station: The Mall, Westlands - Nairobi
 Key Task: Appraise actual property to determine its value for the purpose requested by the Property Manager.
 Compute final estimation of property values, taking into account such factors as depreciation, replacement costs, value comparisons of similar properties, and income potential.Draw land diagrams that will be used in appraisal reports to support findings.Estimate building replacement costs using building valuation manuals and professional cost estimators.Evaluate land and neighborhoods’ where properties are situated, considering locations and trends or impending changes that could influence future values.Examine the type and location of nearby services such as shopping centers, schools, parks, and other neighborhoods’ features in order to evaluate their impact on property values.Inspect properties to evaluate construction, condition, special features, and functional design, and to take property measurements.Obtain county land values and sales information about nearby properties in order to aid in establishment of property values.Photograph interiors and exteriors of properties in order to assist in estimating property value, substantiate findings, and complete appraisal reports.Prepare written reports that estimate property values, outline methods by which the estimations were made, and meet appraisal standards.Search public records for transactions such as sales, leases, and assessments.Verify legal descriptions of properties by comparing them to county records.Check building codes and zoning bylaws in order to determine any effects on the properties being appraised.Examine income records and operating costs of income properties.Interview persons familiar with properties and immediate surroundings, such as contractors, home owners, and realtors, in order to obtain pertinent information.Keep a record of all valuations carried out and provide information as may be required by the Directors, management or outside parties such as lawyer or courts.Job specification of Property ValuerDegree in Land EconomicsFull Membership in ISK (Institute of Surveyors, Kenya)3 years experience in valuationAbility to get relevant information from identified sourcesDocumenting/Recording InformationMaking Decisions and Solving ProblemsAnalyzing Data or InformationProcessing InformationCertified Property ValuerEmail Your Application and CV to: jobsatmonarchgroup@gmail.com

Fountain Sparkling Water Mechanical Technicians Jobs in Nyeri Kenya - Anchor Group of Companies

Exciting Career Opportunities @ Anchor Group of Companies

Our Client, Anchor Group of Companies is a leading integrated product and services Company headquartered in Nyeri Town, Nyeri County and with operations in many parts of the country. 

The group comprises several companies which include GM Kariuki hardware, Anchor flour Millers Ltd, Anchor feeds Ltd, Giraffe Ark Lodge, Fountain Sparkling Water Ltd and New Age Developers Construction Company Ltd (NADCC). As part of continuing expansion, the company seeks to recruit   qualified, experienced, energetic, enthusiastic, self-driven, honest and trust worthy professionals to join its dynamic team.

The positions include;

Mechanical Technicians – Fountain Sparkling Water
Number of Positions: 2

Overall brief

Provide mechanical support to the water bottling plant and carry out regular maintenance and repairs
Reporting to the Production Manager, main duties will include but are not limited to the following;Evaluate, install and operate mechanical products, equipment, systems and processes to meet requirements, applying knowledge of engineering principles.Read and interpret blueprints, technical drawings, schematics, and computer-generated reports.Confer with the plant manager and other personnel to implement operating procedures, resolve system malfunctions, and provide technical information.Specify system components or direct modification of products to ensure conformance with engineering design and performance specifications.Investigate equipment failures and difficulties to diagnose faulty operation, and to make recommendations on maintenance.Liaise with the rest of the team to ensure smooth and seamless operations at the bottling plantPerform any other duties as allocated my management from time to timeMinimum Certificate or Diploma in Mechanical Engineering or equivalentHands on Mechanical  experience of not less than 2 years in a packaging plantAbility to read and understand designs and specificationsWell organized, self-driven and inquisitive in natureHonest , hardworking and a team playerPrevious experience in a Water or Beverage Bottling plant is desirable If you meet the said requirements and are passionate enough to be part of a dynamic, fired up team, send your application in confidence by email attaching your detailed CV with at least two (2) reliable referees to questesq@yahoo.com.
NB: Clearly state the position you are applying for in the subject line of the email and please indicate your current and expected salary in your CV/application.
Deadline for applications is Midnight Tuesday 28th August 2013. Only shortlisted candidates will be contacted.        
Anchor Group of Companies, the home of Dabo and Nyumbani maize floor brands is an equal opportunity employer.

Group Human Resource Manager Job in Kenya

Our client, whose purpose is to transform African Businesses into Global Brands through innovation, strategy and business alignment, is in need of a Group Human Resource Manager.

Key Responsibilities

1. HR Strategy

Organization/group structuring and re-structuringResource forecasting and planning across the groupIdentifying and applying best practices and tools to help the group improve its performanceManage the HRIS systemDesign, implement and manage internal communication strategies and engagementsDevelop succession planning strategies2. Talent Pool Development & ManagementManage the recruitment functionOrientation and on boarding of new employeesCareer development planningDesign and implement coaching and mentoring programsDevelop training programs and contribute to the design of company learning/training management systemInternal customer satisfaction survey and review 3. Performance Management & EvaluationSpearhead the design, implementation and monitoring of performance management systems including KPI’s and SOP’sPerform job analysis and design Custodian of job evaluation process in accordance to changes in the groupRemuneration and Reward system management (salary structure, grading system, bonus/incentive scheme)Provide advice to staff and managers with respect to performance management issues 4. HR Policy & HR AdministrationRemuneration and leave administration Employee relations’ management Design Code of Conduct, Disciplinary procedure and Grievance resolution processes Develop and implement compensation and benefits policy Implement and review the group benefits scheme (medical, pension, life cover, other cash and non-cash benefits) Manage and evaluate the staff exit programme (retirement, exit interviews etc) Interpret and apply human resources policies, rules and regulationsIdentify needs for new or modified human resources policies, practices and reviews, and recommend amendments or actions accordingly as required Manage HR activities within the groupPerform other related duties as requiredKnowledge, Skills and Abilities
The right candidate must have proficient knowledge in the following areas:University degree in Human Resource Management 5 years HR Management experience with at least 3 years as a Group Human Resource ManagerFluency in both oral and written communication.Good knowledge of HR policies, rules and procedures. Good interviewing skillsAbility to work under pressure and a fast paced environmentExcellent inter-personal relations and problem solving skillsFlexible, empathetic individual who can maintain confidentialityGood supervisory and organizational skillsKnowledge of internal engagement activitiesPost graduate Higher Diploma in Human Resource Management Certificate of workplace counseling from a recognized institution will be an added advantage Ability to keep abreast with current industry practices Ability to clearly articulate how organizations can/should harness human resources as a strategic tool If you believe you qualify for this position, please send your CV and details of your current and expected remuneration to resume@interviewupconsulting.com
Only qualified candidates will be contacted.

Nation Media Group Distribution Assistants Jobs in Kenya

Job Ref: HR-DA-07-2013

Nation Media Group is the largest independent media house in East and Central Africa with operations in print, broadcast and digital media. 

It attracts and serves unparalleled audiences in Kenya, Uganda, Tanzania and Rwanda.
We are seeking to recruit Distribution Assistants for NMG’s publications and invite applicants who are experienced, results-oriented, dynamic and self-motivated with attributes to excel in a highly competitive environment.
Distributing newspapers and returns collections to and from various markets;Linking the distribution chain with vendors/agents, distributors and Area business partners;Collecting newspapers orders from vendors/agents and communicating the same to Area business partners;Identifying unexploited markets and reporting the same to Area Business Partners;Surveying, evaluating and recommending cost effective and efficient delivery routes;Meeting strict market arrival and return time targets;Responsible use of company vehicle and other tools;Delivery of courier shipments as required; andEnsure timely preparation of proof of delivery and handover reports.Knowledge & Skills requirements:Diploma in Sales and Marketing or Business Management with three years’ driving experience;A valid Driving License (classes BCE) with 4 years working experience;Valid certificate of good conduct;Good communication skills; andExperience in customer care.This position offers an excellent career growth opportunity and a competitive remuneration package. We regret that only shortlisted candidates shall be contacted.

Anchor Group Electrician Job in Nyeri Kenya

Exciting Openings at Anchor Group Ltd
Our client, Anchor Group of Companies is a leading integrated services Company headquartered in Nyeri Town, Nyeri County and with operations in many parts of the country.

The group comprises several companies which include GM Kariuki hardware, Anchor flour Millers Ltd, Anchor feeds Ltd, Giraffe Ark Lodge and New Age Developers and construction Company Ltd (NADCC).

As part of continuing expansion, the company seeks to recruit a qualified, experienced, energetic, enthusiastic, self-driven, and honest and trust worthy Electrician to oversee the Floor Mill, Feed Mill and Water Bottling Plant.

Job Title: Electrician

Location: Nyeri - Anchor Flour Mills, Anchor Feeds & Fountain Drinking Water

Responsibilities

Reporting to the Site Manager, main duties will include but not limited to the following;Carry out routine maintenance and electrical  repairsTrouble shoot electrical faults and problems in the millsInstall and monitor electrical devices in the millCarry out new wiring projects in the mill and within the complexSupervise external contractors carrying out electrical worksIssue work tools and equipment to the teamOversee the safety and welfare of the mechanical technicians in the teamDiploma in Electrical Engineering  or equivalent qualificationHands on mechanical experience of not less than 5 years in large projects;Ability to read and understand designs and specifications2-5 years’ experience as an electrician in busy environmentMust be a honest an trust worthy personMust be aged between 25 - 35 years.Must have good communication and interpersonal skills.Have Proficiency in computer software applications.Able to work independently with minimum supervision.If you meet the said requirements and are passionate enough to be part of a dynamic, fired up team, send your application by in confidence by email attaching your detailed CV with at least two (2) reliable referees to questesq@yahoo.com

NB: Clearly state the position in the subject line of the email

Deadline for applications is Friday 23rd July 2013.

Only shortlisted candidates will be contacted.

Anchor Group of Companies is an equal opportunity employer.

Nation Media Group Staff Writer Job in Tanzania

Job Ref: HR-SW-07-2013

The Nation Media Group, the largest independent media house in East and Central Africa with operations in print, broadcast and digital media, seeks to recruit a Staff Writer for The East African - Tanzania Bureau. 

The job holder will be based in Tanzania and the position is open to Tanzania citizens only.
With guidance from the Bureau Chief, the staff writer:Cultivates sources, follows leads and gathers information to write analytical articles on the country’s economy, politics, development, culture, art and lifestyle, in line with the Nation Media Group’s editorial policy guidelines and objectives, the house style and the code of ethical journalism;Undertakes research to produce authoritative investigative reports;Generates ideas for Special Reports and liaises with the newspaper’s network of journalists to produce joint reports;Liaises with photographers and the Photo Editor for photographs to accompany the articles;Covers news events as assigned by the Bureau Chief.Knowledge and skills requirements:Ability to write analytical stories;Understanding of Tanzania’s economic and political landscape;University degree and training in journalism;Minimum of five years experience as a reporter/writer, preferably in Tanzania;Ability to work under minimum supervision and cope with pressure and deadlines.Note: Only shortlisted applicants will be contacted

Wananchi Group Human Resources Officer Job in Kenya

Wananchi Group is the first Triple Play operator in Kenya and on the African continent, offering cable & satellite TV; high speed broadband Internet and telephony, under the brand name Zuku.
To assist the HR manager in the implementation and delivery of HR strategies and objectives within the organization to ensure the Human Resources functions fulfils its role in ensuring the overall company people objectives are met.
 Key Roles and Responsibilities Assist the Human Resources Manager in HR planning to ensure delivery of exceptional service to staff Assist in the implementation of the training and development plans of the organization including ensuring liaising with NITA for training reimbursements and develop a database of accredited trainers and support the training and development initiatives in liaison with the Human Resources Manager Assist in the implementation of staff welfare programs in conjunction with the Human Resources Manager Coordinate with the Human Resources Manager and other HR staff in the development and monitoring of departmental expenses Supervise and oversee the HR database is kept accurate and up to date and highlight any non compliance related to staff documentation Assist in ensuring compliance with statutory requirements and keep updated with information related to the HR profession Provide HR support in performance management process by coordinating with the Human Resources Manager to ensure that reviews are done in a timely mannerWorking closely with the departments in a consultancy role, assisting the employees in understanding and implementing the company policies & proceduresAssist with the recruitment process in line with recruitment best practice Assist with the implementation of company induction program to ensure successful on boarding of recruited  employees Assist in developing employee satisfaction surveys and analyzing the data to measure the effectiveness of Human Resources Department service levels Act as a liaison for staff benefit programsProvide administrative support for the Human Resources function Educational Qualifications and Experience Bachelors Degree in Social Sciences/ HR or equivalent from a recognized institution Post graduate Diploma in Human Resources ManagementMinimum two (2) years experience in a similar role Working knowledge of labour law , compensation , benefits administration , employee relations and training and development Knowledge of MS officePrior experience with working with a HRMIS is an added advantage Ability to maintain confidentiality  Ability to work under tight deadlines Flexibility to deal with people at a variety of levels.Excellent writing and communication skills Good Planning and organization skills Ability to solve problems and be pro active in providing solutions Analytical skills If you meet the criteria above we would like to hear from you, email a copy of your current updated CV and application with the reference in the subject line to recruit@ke.wananchi.com no later than 19th July 2013.

Nation Media Group Corporate Communications Manager Job in Kenya

Corporate Communications Manager
Nation Media Group is the largest independent media house in East and Central Africa with operations in print, broadcast and digital media. It attracts and serves unparalleled audiences in Kenya, Uganda, Tanzania and Rwanda.
We are seeking to recruit a Corporate Communications Manager for our Corporate Affairs department. He/she will report to the Group Head of Corporate Affairs and will work in a team to position and enhance the Nation Media Group’s corporate image and reputation as the Media of Africa for Africa. We invite applicants who are experienced, results-oriented, and dynamic and self-motivated with proven track records and attributes to excel in a highly competitive environment.Plan and develop annual communication plans, campaigns and strategies.Production of external communication tools and materials, including websites, annual reports, newsletters, business stories, documentaries and brochures in line with NMG’s communication guidelines.Manage day to day relationships of PR agencies and develop corporate media materials.Coordinate and manage the communication flow within the organisation, serving as the principal contact person for information to ensure effective knowledge management.Ensure efficient and effective organisation of internal & external corporate events including corporate cocktails, investor and corporate meetings and seminars..Promptly manage & attend to all inquiries made to the communications office such as requests for information, sponsorships or donations.Ensure appropriate budgeting, cost containment and tracking of communications related cost centres.Qualifications, experience and skillsGraduate with at least 3 – 5 years relevant experience at senior level i.e. in public relations, corporate communications, community and public affairs.Business & Current Affairs awareness; understand business implications of decisions and aligns work with strategic goals - Good understanding of the social, political and economic dynamics of the country.Proven track record in driving PR and communication activities in medium to large sized organizations;Post-graduate training in Public Relations and MarketingInterested candidates who meet the above criteria may email their applications and detailed CVs online to: http://careers.nationmedia.com/ on or before 12th July, 2013.
 Note: We shall only contact the shortlisted applicants.

Multinational Telecom Group Head of Corporate Tax Job in Johannesburg or Nairobi

Job Location: Johannesburg or Nairobi
 Our client, a Multinational Telecommunication Group wishes to recruit Head of Corporate Tax, reporting to Chief Finance Officer (CFO).
 Researching and providing tax opinions and advice(direct and indirect) to ensure compliance therewith across many African countries.Reviewing tax accruals(direct and indirect).Solid experience in a corporate tax environment involved in international transactions and the concomitant tax implications, across several countries in Africa.Solid domestic and international tax knowledge and experience in the markets and its affiliates operate.A solid understanding of tax legislation, regulations, compliance and processes in Southern and Eastern Africa.Send your application with a detailed CV and a daytime telephone number. You SHOULD disclose your current or past salary. Send your application by email only so as to reach us by 17th July 2013. Email to recruit@manpowerservicesgroup.com

Riara Group of Schools Operations Manager Job in Kenya

Vacancy Announcement – Operations Manager
Dynamic People Consulting is recruiting an Operations Manager for one of its clients, The Riara Group of Schools, one of the leading learning institutions offering the 8-4-4 educational system. The main role of the Operations Manager will be to coordinate the day-to-day administrative requirements.

The Operations Manager will specifically be responsible for the following:

Ensure that all Administrative Offices are run efficiently to ensure maximum productivity;Manage all the Schools’ properties;Coordinate all legal matters;Coordinate the various School events; Provide Human Resource support;Manage staff performance; andEnsure that the working environment is healthy and safe.The successful candidate should have the following qualifications: Bachelor’s degree in Business Administration, Accounting or any other the relevant field;Ten (10) years experience with five (5) in middle level management;Possess demonstrated decision making skills; Possess strong interpersonal skills;Excellent communication skills;Proven leadership and management skills;Must be computer literate and proficient in standard office software applications; If you believe you qualify for this position, please apply for the position by uploading your CV to our website: http://www.dpckenya.com/  under Vacancies.
Only qualified candidates shall be contacted

Nation Media Group Corporate Communications Manager Job in Kenya

Corporate Communications Manager
Job Ref: HR-CCM-07-2013

Nation Media Group is the largest independent media house in East and Central Africa with operations in print, broadcast and digital media. It attracts and serves unparalleled audiences in Kenya, Uganda, Tanzania and Rwanda.

We are seeking to recruit a Corporate Communications Manager for our Corporate Affairs department. He/she will report to the Group Head of Corporate Affairs and will work in a team to position and enhance the Nation Media Group’s corporate image and reputation as the Media of Africa for Africa. We invite applicants who are experienced, results-oriented, and dynamic and self-motivated with proven track records and attributes to excel in a highly competitive environment.Plan and develop annual communication plans, campaigns and strategies.Production of external communication tools and materials, including websites, annual reports, newsletters, business stories, documentaries and brochures in line with NMG’s communication guidelines.Manage day to day relationships of PR agencies and develop corporate media materials.Coordinate and manage the communication flow within the organisation, serving as the principal contact person for information to ensure effective knowledge management.Ensure efficient and effective organisation of internal & external corporate events including corporate cocktails, investor and corporate meetings and seminars..Promptly manage & attend to all inquiries made to the communications office such as requests for information, sponsorships or donations.Ensure appropriate budgeting, cost containment and tracking of communications related cost centres.Qualifications, experience and skillsGraduate with at least 3 – 5 years relevant experience at senior level i.e. in public relations, corporate communications, community and public affairs.Business & Current Affairs awareness; understand business implications of decisions and aligns work with strategic goals - Good understanding of the social, political and economic dynamics of the country.Proven track record in driving PR and communication activities in medium to large sized organizations;Post-graduate training in Public Relations and MarketingInterested candidates who meet the above criteria may email their applications and detailed CVs online to: http://careers.nationmedia.com/ on or before 12th July, 2013.
Note: We shall only contact the shortlisted applicants.

Nation Media Group Sales Assistants Jobs in Kenya

Nation Media Group is the largest independent media house in East and Central Africa with operations in print, broadcast and digital media. It attracts and serves unparalleled audiences in Kenya, Uganda, Tanzania and Rwanda.
We are seeking to recruit experienced and self- motivated Sales Assistants in our Nation Newspapers Division.The positions are available in Nairobi and Western regions and the successful candidates will facilitate the sales and distribution of the magazine in the assigned territories.Growing the Group’s copy sales within location of work in order to increase revenue for the division and group;Market ExpansionFacilitation of market demands and enabling responsiveness;Delivery of results as per targets and keeping pace in a highly competitive environment;Trade relations with agents and distributors;Business planning and reporting;Maintaining of proper recordsMonitoring sales volumes and payments thereof.At least a Diploma in Sales or Marketing;At least 1 year experience in MerchandisingExperience in sales will also be an added advantage;Good understanding of the market and the potential for sales growthLearn and work independently with capability to withstand pressure;Willingness to be a part of our corporate values and culture;Proven computer skills.This position offers an excellent career growth opportunity and a competitive remuneration package. Applicants who are residents of the indicated regions are encouraged to apply.
Interested candidates who meet the above criteria may email their applications accompanied by detailed CVs and daytime telephone contact online to: http://careers.nationmedia.com/ on or before 5th July, 2013.
Only shortlisted applicants shall be contacted.

Security Group Africa Technicians Career Opportunities

Technicians

The successful candidates will have the responsibility of undertaking installation and maintenance tasks as assigned.

Key Responsibilities

Installation of security alarms, CCTV, Access control, electric fencing and fire alarms.Instruct and train clients on how to operate installed systems. Maintain good customer relations during and after installations. Minimum K.C.S.E   C plain or equivalent. Diploma in Electrical or Electronic Engineering from a recognised National Training Institution.Good oral and written communication skills.At least two years relevant experience.Must be computer literate.Must be a person of a high level of integrityThose who meet the above requirements should apply to Email: info@securitygroupke.com Indicating mobile phone contact. The application to reach on or before 5th July 2013.

Security Group Africa Radio Room Controllers Career Opportunities in Kenya

The successful candidates will have the task of ensuring all alarm activations received in the control room are attended to by the response vehicles in an efficient manner.

Key Responsibilities

Control of vehicle movements and logging of occurrences in the occurrence book. Handling and responding all communication in the control room. Registering of all clients complaints in relevant registers. Minimum K.C.S.E   C plain or equivalent. Good oral and written communication skills.At least five years experience in the security industry with a minimum of three years in a busy control room.Must be computer literate.Must have good decision making skills and be a person of a high level of integrityMust know the ICAO phonetic alphabet and understand radio protocols. Must be able to read a map and understand coordinate systems.Must be a person of high level of integrity.Those who meet the above requirements should apply to Email: info@securitygroupke.comIndicating mobile phone contact.

The application to reach on or before 5th July 2013.

Nation Media Group Freelance Business Executives Job in Kenya

Nation Media Group is the largest independent media house in East and Central Africa with operations in print, electronics and digital media. It attracts and serves unparalleled audiences in Kenya, Uganda, Tanzania and Rwanda, and seeks
to consolidate this position by recruiting Freelance Business Executives for our Advertising Department.Reporting to Business Manager, the candidates will have the overall responsibility of initiating and executing sales while promoting and developing effective service to clients to maximize sales volumes and revenue.
If you are, innovative, result oriented, performance driven, possess excellent Sales and Marketing skills and have a demonstrable track record of achievement in past roles, this is the job for you.
Knowledge, skills and experience required:University Degree;Diploma in Sales & Marketing with over 2 years experience in Sales and Marketing;Ability and readiness to work long and odd hours;Results oriented;Ability to work independently and under pressure;Excellent client service skills;Excellent communication and interpersonal skills;A good understanding and experience in the media industry will be an added advantage.

Group Head of Technologies Job in Kenya (Salary: Ksh. 500,000)

A company based in Nairobi is seeking a Group Head of Technologies. The successful candidate will be managing technology operations, maintaining service levels, strategizing and improving infrastructure for service delivery.Must have 4 years management experienceMinimum 8 years technology experienceMust have engineering backgroundMust be familiar with Linux/Unix, scaling/clustering/active-active systems as well as ITIL, COBIT and ISO-27001/2
To send your up to date CV and cover letter to tracy@summitrecruitment-kenya.com Stating your current salary.
Summit Recruitment & Training, Blixen Court, Karen road, Karen
Only short listed candidates will be contacted. Please indicate in your email which position you are interested in. Only candidates stating current salary will be considered.
Please do not apply if you do not meet the requirements of the job

Wananchi Group Customer Service Manager Job in Kenya

Vacancy Announcement Number: WGK/002/2013
Post Title: Customer Service Manager
Wananchi Group is the first Triple Play operator in Kenya and on the African continent, offering cable & satellite TV; high speed broadband Internet and telephony, under the brand name Zuku. As we continue to expand our network footprint, we are constantly seeking qualified individuals who have the talent, passion and desire to be part of a great team.
The Customer Service Manager will be responsible to deliver exceptional Customer Service performance by self and team by overseeing the overall performance of the Customer service department through excellent customer service, query and incident resolution as well as business development across the board through cross-selling. He/she will also be involved in recruiting, inducting, appraising and leading the call centre team, acting as a point of both knowledge and escalation, managing multiple stakeholders and driving service improvement.Reporting to the Customer Experience Director, The Customer Service Manager will be responsible for:LeadershipAnalysis, Reporting and FeedbackProcess Improvement and ManagementCollaborating and Business SupportCustomer ServiceManage the Customer service department to provide exceptional service at all times and provide a benchmark of service delivery to be used by all other departments within the organization.Develop tools such as questionnaires and surveys aimed at recognizing customer needs and developing proactive mechanisms of meeting and surpassing these needs.Manage customer queries and complaints by taking ownership and resolving in a timely manner as well as ensuring that customers are advised of the most appropriate delivery channels to meet their needs.Manage the Call Centre in an effective and efficient manner so as to provide a seamless and one point of support to all our clientsDaily monitoring of the customer complaints register to ensure constant update and timely resolution whilst compiling feedback on recurrent issues for management information use.Achieve operational excellence in all aspects of procedures and processes undertaken to ensure satisfactory audit ratings by familiarizing the team on and fully complying with the departmental & organizational operation policies, procedures and relevant ICT regulations & legislation in responding to and resolving any queries relating to the unit’s operations, whilst contributing to procedures development and improvement through continuous reviews.Guide the team to develop a professional work ethic and motivate staff by ensuring that they are properly and promptly recognized.In conjunction with the Chief Commercial Officer, agree on challenging performance objectives and measures for the team, providing regular feedback on honest assessment and achievement.Pursue team and personal development to increase effectiveness/efficiency, acknowledging strengths and areas of development as well as share knowledge experience and best practice with other team members.Assisting the marketing team in the management and implementation of new product launches via advertising to existing and potential clients by use of the key modes of communication at the disposal of the Customer service department Contribute to product development and improvement through continuous feedback analysis collected from clients.University Degree in a Business related field. An MBA would be an added advantage.At least 7 years of Customer management experience, with at least 3 years at senior level.Experience of managing and driving service improvement whilst managing multiple stakeholders within a similar contact centreExperience in Call Centre Service Activities, systems and proceduresKnowledge and experience in reading, analyzing, and interpreting periodical reports, and technical procedures.Experience in writing reports, business correspondence, and procedure manuals.Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. Experience in solving practical problems and dealing with a variety of concrete variables in situations where only limited standardization exists. Planning and organization.Ability to project a positive image for him/ herself and the company.Good team player with a commitment to value based leadership.Results- oriented.Credibility and flexibility to deal with people at a variety of levels.Highly adaptable and versatile. Ability to handle ambiguity and work unsupervised in an unstructured environment.Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.Ability to motivate staff through leadership.Ability to handle a high stress environment positively.Ability to create good and strong work ties cross departmentallyCommitted to quality, customer service, equal opportunities and diversity, best practice and best valueClosing date is 21st June 2013
If you are qualified and up to the challenge submit your application together with detailed curriculum vitae, copies of academic certificates to recruit@ke.wananchi.com quoting the VA Number and title of the position in the subject line. Please note that only qualified candidates will be contacted.
Wananchi Group (k) Ltd is an equal opportunity employer

Wananchi Group Planning and Forecasting Analyst Job in Kenya

Vacancy Announcement Number: WGK/003/2013
Post Title: Planning and Forecasting Analyst
Wananchi Group is the first Triple Play operator in Kenya and on the African continent, offering cable & satellite TV; high speed broadband Internet and telephony, under the brand name Zuku. As we continue to expand our network footprint, we are constantly seeking qualified individuals who have the talent, passion and desire to be part of a great team.
Planning and Forecasting Analyst
We're looking for an experienced resource planning or forecasting Analyst with excellent analytical ability.  You will be supporting the Customer Service Contact & Call Centre operational areas, assisting them in their commitment to provide a world class service to their customers. Reporting to the Customer Service Manager, the Planning and Forecasting Analyst will be the focal point of the resource planning functions for our Customer Service operations, delivering the short and medium term forecasting and planning cycle within one of the critical areas in the Customer Experience touch point. The role is to  ensure that customer demand patterns and handling times, from a variety of channels are accurately assessed to achieve the delivery of service targets, and that resources are available in the required numbers, driving continual  resource utilization improvements, maximizing efficiency and customer service levelsDelivering highly accurate long, medium and short term forecastsProviding long and short term recruitment plans detailing FTE requirements across operational units, working with the recruitment team and/or subcontractors to deliver against those plansDesigning, producing and implementing shift patterns and agent schedules that acknowledge the requirements of the business and our contractual obligations to our staff.Assisting the Customer Service Manager to ensure that appropriate planning, forecasting and resourcing processes and systems are in place to enable the effective management of capacity.Working with the Customer Service Manager seek to continually evolve all planning, forecasting and resourcing processes and systems, with an emphasis on customer service levels, productivity and efficiency optimization.Using root cause analysis, research and benchmarking techniques to influence planning, forecasting and resourcing requirements.Providing accurate forecasts and resourcing/recruitment plans to allow business units to maintain service levels to agreed standards undertaking root cause analysis and corrective action on issues arisingContributing to the development of a continuous performance improvement culture through root cause and impact analysis, with a particular focus on capacity and under-performance against standards.University Degree in a Business related field.A good understanding of Contact Centre resource, forecasting and planning techniques and how their successful deployment can deliver step change in the customer experience and operation efficiency.Ideally experience of Workforce Management technologies, preferably within a multi-site or multi-skilled, complex telephony environment. Recent and demonstrable experience in planning, forecasting and resource optimization within a Contact Centre during at least 2 years.An analyst and statistician you will be competent in data gathering/ interpretation and detailed planning to optimize Customer Contact performance.Analytical, able to collate and interpret data.The ability to think fast, spot trends, act quickly and deliver to tight deadlines.A self motivated planner and organiser with a strong work ethic and high personal    standards.Planning and organization.Ability to project a positive image for him/ herself and the company.Good team player with a commitment to value based leadership.Results- oriented.Credibility and flexibility to deal with people at a variety of levels.Highly adaptable and versatile. Ability to handle ambiguity and work unsupervised in an unstructured environment.Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.Ability to motivate staff through leadership.Ability to handle a high stress environment positivelyClosing date is 21st June 2013
If you are qualified and up to the challenge submit your application together with detailed curriculum vitae, copies of academic certificates to recruit@ke.wananchi.com quoting the VA Number and title of the position in the subject line. Please note that only qualified candidates will be contacted.
Wananchi Group (k) Ltd is an equal opportunity employer

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