Job Title: Senior Relationship Manager
Organisation: Mobile Commerce Company
Duty Station: Kampala,
Reports to: Client Engagement Lead
Our client is a pan-African mobile commerce company that operates Africa's number one mobile commerce network and aims to connect 100 million customers to its mobile commerce ecosystem is seeking to recruit a suitably qualified candidate for the role of Systems Integration Engineer
Job Summary: The Senior relationship manager is responsible for increasing customer adoption of Cellulant’s mobile commerce Products & Services and drive transactional revenue for the banks. S/he is charged with the role of managing the relationship between Cellulant and its customers from an account perspective and to ensure that the clients are engaged at all times. In addition the Senior Account manager is required to look at other influencing factors within the company and externally that can help drive growth in the relationship Cellulant has with its customers.
Key Duties and Responsibilities:
1. Managing Portfolio of clients:
The role will involve being responsible for managing a portfolio of clients.
Building and developing a good working relationship
Being responsible for the overall delivery of products and services to the clients
Building a strategy with the clients to deliver products and services
Being responsible for the overall delivery of projects on spec, on budget and on time for customers.
Being responsible for meeting the Financial and Non-Financial KPI’s that are set for each client
Business development with new and existing clients
2. Service Delivery:
Ensure that customers receive the expected level of service from Cellulant and that SLA’s are maintained.
Ensure the service management framework is adhered to with every client.
Ensure rapid response to customer queries/complaints.
Provide critical internal feedback to the necessary stakeholders on internal processes and other areas where improvements can be made to ensure better service delivery
3. Client Consultation:
Provide advisory role to customers by providing consultation on digital channels fundamentals; including but not limited to – increasing registrations on digital channels, driving usage and retention, value adding services.
Identify client requirements and develop digital strategy road map that aligns the clients and Cellulant’s strategic vision.
Provide insights to clients on the direction of Mcommerce and the direction of digital channels to further influence the client’s digital strategy.
4. Client Awareness:
Be responsible for understanding the clients’ organization and structure, their digital strategy and related budget & KPI’s
Provide internal feedback to the business as to the state of the relationship with our clients. Be responsible for driving improvement of distressed relationships and strengthening of good relationships.
5. Project Management:
Be the main point of contact with the client during all phases of deployment of products and services.
Keep the client regularly updated on project status
Identify, highlight and mitigate against any potential project risk areas and liase with the client on the same.
Assist in prioritizing projects in line with the size of the opportunity and the availability of resources.
6. Additional roles:
Provide support and leadership during companywide initiatives where commercial input is required. This involves volunteering for additional responsibilities and deliverables from time to time.
Represent commercial teams during internal meetings and discussions.
Dissemination information to commercial teams and collecting feedback to be shared during these meetings.
Key Performance Indicators
Meet and exceed our (banks) customers’ expectations and improve the overall service levels
To ensure that projects initiated are within scope and budget.
Expand our regional footprint through bank acquisitions by sharing knowledge with the other markets
Increase number of registered customers
Drive customer usage
Maintain client relationships
Maintain excellent service levels
Maintain CRM tools i.e. weekly project plan, weekly m-banking performance dashboard
Increase in re-current revenue
Increase in product setup fees
Increase in customer ARPU and CeRPU
Be involved in companywide initiatives/campaigns where additional responsibilities and deliverables maybe required.
Qualifications, Skills and Experience:
The applicant should hold a relevant degree
How to Apply:
Please visit web link below and click Apply now if convinced you have the job requirements