Customer Relationship Manager Employment Opportunity – Umeme

Organization: Umeme
Duty Station: Kampala,
Reports to: Head
of Customer Service
About US:
Umeme is a public
company cross listed on both the Uganda Securities Exchange and the Nairobi
Securities Exchange with over 6,483 shareholders, including high value international
institutional investors. Umeme operates under a concession with a structural
monopoly in the distribution of electricity across Uganda, distributing 99% of
electricity in Uganda through a single buyer model.
Job Summary:  The Customer Relationship Manager will mainly
develop, implement and maintain pro-active Customer relationship management
program for the business that includes effective Consultative selling and
structuring of power solutions to potential and existing key customers, Large power
Users and Power Consumer associations in line with set targets, the Umeme
strategic objectives and customer service Standards. The role will provide a
single point of contact for all Large Power user with the business including
service request, billing and engineering solutions.
Key Duties and Responsibilities: 
  • Develop and implement a Customer Relationship Strategy and framework
    for the Business to grow Company revenue in the Large Power User (LPU)
  • Develop and implement the annual key Accounts and Large Power User
    work plan for the company to grow company sales and revenue.
  • Develop and implement a reliable and efficient LPU customer on
    boarding process for the business to enable seamless energy and retail
    systems setup for the new and upgrading customers.
  • Develop and Implement initiatives to collect all company accounts
    billed from all Large Power Users (LPU’s) in a sustainable manner.
  • Track and ensure the billing process for all LPU consumers are
    accurately and timely done to ensure realisation of company revenue.
  • Develop and implement a Sustainable Customer Loyalty program geared
    at growing energy sales, reduce payment default and grow segment revenue
    in the Large Power User Category.
  • Provide Customer advisory to LPU’s on the operation of LPU Power
    systems (AMR, TOU, and GOU-Prepayment), the time based-tariff variations
    (Peak, Shoulder, off-peak and average) to drive company energy sales and
  • Liaise with the other multisector players/ Associations for LPUs
    (UIA, Private Sector Foundation, UMA, etc) to enhance service delivery.
  • Coordinate with Network Asset Department and other support
    departments to ensure seamless service to LPUs.
  • Periodically evaluate, modify and implement the CRM processes to
    ensure speed, efficiency and quality of service for all LPU customers in
    line with the regulatory customer service standards.
  • Develop and implement systems to collect, process and address
    feedback from all LPU’s and ensure agreed initiatives are implemented,
    complaints are resolved to strengthen the brand.
  • Periodically generate a database of market information on LPU
    consumer segment and support provision of inclusive Power solutions in
    line with identified customer needs.
  • Plan and implement CRM training and sensitization programs to grow
    Customer facing staff competence in CRM in line with changing customer
  • Closely work and coordinate Customer relationship officers at the
    various Business regions to ensure continuous improvement in service
    delivery at Service centre / districts and resolution of escalated

Qualifications, Skills and Experience: 
  • The ideal candidate for the Umeme Customer Relationship Manager job
    vacancy must hold a Bachelor’s Degree in Marketing, Information
    Technology, Public Relations, Business Administration, Economics, Finance,
    or any other related field.
  • A post graduate qualification in Business or Management.
  • A minimum of five (5) years’ experience in CRM marketing or
    advertising in a fast-paced and highly competitive setting, in a utility
    business or large Commercial enterprise
  • Previous experience working with multiple communication channels in
    consumer interactions.
  • Experience in advanced set-up and development of Corporate-level CRM
    programs a must.
  • Analytical Skills:  Possession
    of strong analytical skills coupled with project management and planning
    skills. The desirable candidate must demonstrate a substantial knowledge
    in CRM segmentation, campaign management, direct marketing, offer
    management, data mining, interactive marketing, database marketing, and
    email marketing
  • Communication Skills: Being a highly interactive position, the
    candidate must have excellent communication skills that will ensure
    effective conveyance of information and execution of duties in a
    cross-functional setting. The CRM Manager will create reports and
    strategic proposals that will be presented to the senior CRM management
    and, as such, must possess excellent written and verbal communication
    skills that will ensure these reports and presentations are clear,
    concise, and convincing.
  • Ms Office application: The Candidate must be highly proficient in Ms
    Office for the purpose of creating not only verbally but also creating
    visually engaging reports and presentations for CRM management,
    collaborating personnel, and key stakeholders
  • Ability to relate with Customers. The CRM Manager interacts with
    consumers for the purpose of gathering information on the effectiveness of
    CRM programs and campaigns, the ideal Candidate  must, therefore, possess excellent
    communication skills that will guarantee he is able to acquire accurate
    information and convey this back to the business, which will be
    subsequently  be used for
    improvement of CRM initiatives
  • Interpersonal Skills:  A
    candidate for this position must be customer-service orientated,
    demonstrate an ability to work in a fast-paced environment with ease, be
    self-motivated and proactive, have an insatiable thirst for knowledge,
    have critical attention to detail, be able to prioritize and meet
    deadlines while working on multiple projects, and have creative
    problem-solving skills
  • People Skills: The desirable candidate must have an ability to
    create strong, meaningful, and long-lasting relationships. He/ she must be
    likeable and easily relatable in order facilitate cross-functional
    interactions and, most importantly, consumer relationships.
How to Apply:
All suitably
qualified and interested candidates should first fill out their application
forms online, Click
and thereafter send their updated CVs
Deadline: 22nd June 2018 by 5:00 PM
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