Senior Relationship Manager at Mobile Commerce Company

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Organisation: Mobile Commerce
Company

Duty Station: Kampala,
Uganda

Reports to: Client
Engagement Lead

 

About Us:

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
  • Project Management
  • 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:

All
suitably qualified candidates should visit the web link below and create a
profile on the NFT Consult website by entering their e-mail addresses

 

Please
visit web link below and click Apply now if convinced you have the job
requirements

 

 

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