After Sales Manager

Job Title: After Sales Manager
Reporting To: GM Commercial Services & Strategy

Purpose: 
The After Sales Manager works in the Commercial function to support and enhance the activities of the Sales team and to improve our customer relationships.

This includes managing areas of responsibility such as customer information, customer loyalty and retention, standardization of our marketing and sales approach, marketing, and promotion of our services.

Duties & Responsibilities
General responsibilities

• Manage RVR’s After Sales Function, i.e. lead the team of 3 staff and manage the existing after sales services
• Develop additional after sales services to improve our service level and to enhance sales and customer relationship building

Customer information

• Managing customer services desks in both Kenya and Uganda (3 staff)
• Inform customers about cargo loading, movement, and arrival as well as extraordinary events

Marketing & communication

• Develop targeted communication to inform customers about RVR’s progress etc.
• Attend or organize promotion events to market RVR’s services
• Develop and implement other marketing measures

Customer satisfaction, loyalty, and retention

• Measure customer satisfaction both quantitatively and qualitatively and analyze the respective information
• Identify areas for improvement and develop respective measures

Services improvement and standardization

• Standardize external services and internal processes, e.g. our marketing material and approach, our complaints management, our information procedures
• Establish a respective process and manage it

Knowledge, Skills and Experience Requirements

• Most importantly: a self-driven and entrepreneurial personality! RVR is going through a transformation program and is looking for people who are ready for this opportunity! We require creative, committed, self-driven and entrepreneurial colleagues who are inspired by change and willing to leave their mark on this process
• 5 years’ experience in areas such as customer service, after sales, or customer relationship management
• 2 years team and people leadership experience
• Project and/or event management experience

Other Requirements

• Post graduate degree/diploma in a relevant area an added advantage, e.g. an MBA or certificates of customer relationship management
• Experience in logistics, transportation, or travel industry is a plus
• Specific railway knowledge or experience an added advantage

How to Apply:
Suitably qualified applicants should submit their application letters, with detailed CVs including a day time contact phone number and email addresses citing the relevant job title, before August 4th 2014 to:-recruitment@rvr.co.ke

Only shortlisted candidates will be contacted