- Company: Sendy Limited
- Location: Nairobi, Nairobi County, Kenya
- State: Nairobi
- Job type: Full-Time
- Job category: Administrative/Secretarial Jobs in Kenya
At Sendy, we specialize in connecting on-demand, trusted, and transparent service providers with individuals and businesses looking to move packages. Thus, we believe it’s a natural extension of our core expertise to also connect our users to quality certified transportation providers. As of today, Sendy users can now request a package DELIVERY using a motorcycle, van, pickup, or 3 ton truck, or a passenger RIDE with a boda boda or cab – all from within the same SENDY mobile app (available on Android and iOS) and web platform. All DELIVERY and RIDE services are available 24 hours a day, 7 days a week and can be paid for using cash, MPesa, or card.
Responsibilities for the Client Relations Manager Job
- Manages escalated client complaints, above and beyond that which the Customer Care team can handle immediately.
- 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
- 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
