Job Expired

company-logo

Customer Care Manager

Multichoice Ethiopia Plc

job-description-icon

Business

Marketing Management

Addis Ababa

6 years

1 Position

2024-12-05

to

2025-01-03

Required Skills
Required skills have not yet been specified for this position this job
Fields of study

Business Administration

Full Time

Share

Job Description

Key Accountabilities

Strategy Formulation & Execution

  • Implement Customer Care Strategy.

  • Embed a customer-centered culture

  • Ensure consistent customer experience across touchpoints channel - digital, direct, and via social media channels,

  • Implement a Customer Lifecycle roadmap to ensure that the maximum value is derived from customers

Operational Delivery

  • Drive a ‘customer first approach’ across all touchpoints 

  • Deliver strategic/tactical roadmap of initiatives to achieve multi-channel customer experience

  • Implement policies, and processes to ensure we continue to invest in - and differentiate with - an extraordinary customer experience.

  • Using customer journey mapping and methodology to identify pain points and create solutions to address these

  • Ensure the development of customer experience standards across all touchpoints.

  • Drives key ‘voice of customer’ initiatives throughout the organization with the ultimate goal of enhancing customer satisfaction, increasing sales, reducing costs, and positively moving customer loyalty

  • Analyses customer complaints obtained through the customer relationship management systems to ensure the identification of root causes of service issues

  • Successfully implement customer metrics/insights, KPIs, and processes

  • Drive appropriate level of customer segmentation to deliver personalized and relevant customer touch-point experience

  • Ensure attainment of tactical effectiveness in touchpoints excellence & procedures 

  • Manage a framework of qualitative and quantitative measures that would allow the team to effectively monitor and evaluate customer satisfaction 

  • Effective liaison between various functions/departments within the organization to gain support and help resolve issues.

  • Monitor, identify, and highlight any gaps observed in process or service delivery to enhance customer experience.

  • Identify bottlenecks, find solutions, and facilitate and implement process improvements.

Training (Cx & Touchpoint Capability Development)

  • To support Cx & Care through the training of staff in specified operational training identified in line with the Customer Journey, systems, and any operational initiatives. 

  • To build the capacity of staff to deliver on the Cx journey roadmap and/or any new developments in Cx & Care.

  • Ensure that refresher trainings are conducted to enhance the skills of staff

Budget Management

  • Manage annual budget and forecast exercises

  • Rigorously monitor in-country customer care performance against approved budgets and put measures in place to address variances. 

  • Continuously identify areas for improved efficiency including regular reviews of the costing models, outsourcing vendors' costs to serve, and scrutiny of the vendor output invoices for accuracy in billing.

People Management

  • Provide leadership in the aspect of Performance direction, goal clarification, communication, engagement, ethics, commitment & energy

  • Talent management, capacity, competence & skills – development

  • Responsible for team strength & performance level (attraction, selection, retention & development of Customer Care Team)

  • Ensure subordinate managers have clear, current, and measurable goals; hold direct reports accountable for their results and obstacles and deal with underperformance 

  • Ensure alignment with Team strength, performance, and energy-matched strategic requirements – underperformers identified, improved or removed

  • Drive excellence in employee engagement and eNPS rating for the team through collaboration with management, HR, and other stakeholders to close the loop on employee engagement feedback and concerns

Job Requirements

The incumbent is required to have the following qualifications and experience levels:

  • A relevant Degree from a recognized university coupled with relevant experience  

  • A minimum of 8 years in a commerce, business administration, or sales and marketing leadership role

  • A minimum of 5 years of Customer experience,

  • Detailed commercial and financial acumen balanced with creative flair

TECHNICAL COMPETENCIES

The incumbent is required to have the following technical competencies:

  •  Customer Centricity 

  • Developing value propositions 

  • Brand Management 

  • Reporting and Research 

  • Project Management 

  • Financial Management/Budgeting 

  • Marketing Management

  • Regulatory and Legal Compliance 

  • Media Management 

  • Vendor Management

BEHAVIORAL COMPETENCIES

  • Relationship Management

  • Conflict Resolution

  • Decision making

  • Critical appraisal

  • Holistic thinking

  • Persuading & Influencing

  • Coaching

How to Apply

Interested candidates are invited to send their CVs through THIS LINK

Only shortlisted candidates will be contacted.

Fields Of Study

Business Administration

Related Jobs

about 3 hours left

Holistic Health Service

Marketing Representative

Marketing Representative

time-icon

Full Time

3 yrs

1 Position


Educational background in a related field of study with relevant work experience Duties & Responsibilties: - Conduct outreach to promote holistic health services within the community - Attend and represent the organization at wellness fairs, community events, and networking functions - Build and maintain relationships with potential clients and referral partners - Distribute marketing materials and conduct presentations as needed - Track outreach activities and report regularly to the marketing manager Required Skills: - Strong interpersonal and communication skills - Passion for health, wellness, and holistic care - Ability to work independently and as part of a team - Experience in sales, outreach, or marketing preferred but not required - Reliable transportation and willingness to travel locally

Addis Ababa

1 day left

Kassa Grand Mall

Head of Administration and Marketing

Marketing Manager

time-icon

Full Time

2 yrs

1 Position


Bachelor's Degree in Human Resource Management, Management, Marketing or in a related field of study with relevant work experience Has sufficient computer knowledge Duties & Responsibilities: - Lead and manage all administrative functions, including office management, procurement, logistics, and support services. - Develop and implement policies, procedures, and systems that promote effective administration. - Supervise administrative staff, ensuring high performance and adherence to company standards. - Develop and implement a comprehensive marketing strategy that enhances the company’s visibility, brand positioning, and market share. - Lead the marketing team in creating campaigns across digital, print, and media platforms. - Analyze market trends, customer insights, and competitor activity to inform strategies.

Addis Ababa

1 day left

Fast Track Import

Digital Banking Marketing Director

Director

time-icon

Full Time

7 yrs

1 Position


Bachelor's Degree in Marketing, Business Administration, Finance or in a related field of study with relevant work experience Duties & Responsibilities: - Develop and implement targeted marketing strategies to approach banks and financial institutions, aligned with our company’s profile and product offerings. - Actively engage and build strong relationships with key decision-makers within banks to promote and sell our digital banking products. - Focus exclusively on the banking sector, ensuring all outreach and sales efforts are tailored to meet the unique needs and regulations of this market. - Set clear weekly and monthly sales and business development goals, tracking and reporting on progress to ensure targets are consistently met. Required Skills: - Demonstrated ability to build and maintain relationships with banks and financial institutions. - Highly proactive, self-motivated, and results-driven with strong goal-setting and achievement skills.

Addis Ababa

1 day left

Fast Track Import

IT and Software Marketing Director

Marketing Manager

time-icon

Full Time

7 yrs

1 Position


Bachelor's Degree in Marketing, Business Administration, IT or in a related field of study with relevant work experience Duties & Responsibilites: - Align marketing strategies with the company's business goals. - Actively identify, reach out to, and meet with key decision-makers in target client organizations. - Develop and execute integrated marketing campaigns across digital and offline channels. - Initiate and lead client meetings, site visits, and negotiations. - Build, train, and manage the marketing team or coordinate with external support when needed. - Set and deliver on aggressive monthly and weekly targets for sales Required Skills: - Strong ability to build relationships and close deals with key stakeholders and decision-makers. - Demonstrated success in driving both B2C and B2B sales. - Skilled in strategic planning, digital marketing, and performance tracking. - Excellent communication, negotiation, and presentation skills.

Addis Ababa

4 days left

TAYS PLC

Marketing Research Officer

Market Researcher

time-icon

Full Time

4 yrs

1 Position


Master's or Bachelor's Degree in Marketing Management or in a related field of study with relevant work experience Experience: 4 years for Master's and 6 years for Bachelor's Degree Duties & Responsibilites: - Design and implement qualitative and quantitative research methodologies (e.g., surveys, focus groups, interviews). - Collect data on consumers, competitors, and market conditions using a variety of tools and platforms. - Analyze statistical data and translate findings into clear, actionable insights. - Prepare detailed reports, charts, and presentations for management and marketing teams. - Monitor and forecast marketing and sales trends. - Measure the effectiveness of marketing campaigns and suggest improvements. - Stay up to date with industry trends, emerging technologies, and competitive developments. Required Skills: - Strong analytical and critical thinking skills. - Excellent written and verbal communication skills.

Addis Ababa

6 days left

Euphoria Trading p.l.c

Outdoor Sales

Outdoor Sales

time-icon

Full Time

0 yrs

1 Position


Educational background in any field of study Required Gender: Male Only Duties & Responsibilites: - Deliver orders quickly to the specified locations using any means of transport. - Handle direct cash transactions responsibly (surety is mandatory). - Report to the store at 2:00 PM sharp daily to collect items. Requirements: - A surety guarantor who either owns property or holds a government job. - Must reside near CMC for convenience. Benefits: - 100 birr daily commission in addition to salary. - Transport costs fully covered by the company.

Addis Ababa