Latest Jobs at SENCE

Create value by ensuring availability of reliable trucks to convey organization’s goods as desired. Closely monitor trucks daily operations to achieve safe and timely service delivery. Maintain a clear and scalable strategy to support the growth plan of the organization

Duties and Responsibilities:

• Ensure effective utilization of resources provided for the operations of company fleet to prevent loss, accidents and occupational hazards
•  Prepare, implement and monitor transport budget
•  Support troubleshooting and diagnostics procedure on company trucks
•  Record observations and findings during diagnostics checks daily
•  Manage day to day operational team leaders via coaching and mentoring
•  Manage, motivate, train and continuously develop the team
•  Institute and administer the HSE policies of the organization.
•  Conduct periodic fire training and drills for all staff
•  Develop a cost effective and efficient fleet operations spend for the company
•  Be responsible for recovery/ release of arrested trucks by government agents and or touts.
•  Update documentation on trucks, manage the repairs of articulated vehicles, liaising with the maintenance team
•  Conduct periodic market survey on haulage rates and operational procedures
•  Perform other duties as may be assigned.

Requirements

The requirements listed below are representative of the Knowledge, Skill and/or ability required to perform this job satisfactorily

• Qualification to degree level, a higher degree and professional qualification
• 10 years cognate experience
•  In-depth knowledge of supply chain management
•  Very good oral and written communication
•  Deep attention to details
•  Good interpersonal and organizational skills
•  Strong analytical, report writing and computer skills

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Customer Experience Strategy

• Drive and own the customer experience strategy and execution roadmap covering all relevant functions; govern the end-to-end strategy to ensure accountability for results
• Provide subject-matter expertise on leading practice frameworks for understanding customer engagement and behavior (segmentation, cohort modelling, behavior analysis etc)
• Ensure the delivery of excellent customer experience in accordance with the company’s vision and leading practices, across its various channels
• Apply design thinking in mapping and creating seamless customer journeys across the sales channels
• Establish metrics for defining the relationship with the customer

Customer Insights and Analytics

• Lead the review, research, analysis, and comparison of competitive landscape, leading practices, and drivers of customer experience industry
• Ensure in-depth complaint analysis and root-cause resolution efforts to help identify opportunities that bring substantial improvements to customer experience by reducing drivers of complaints across products, processes, and policies
• Proactively collect and analyze the Voice of the Customer (real-time, surveys, social media, interactive sessions etc) and provide useful information to the market intelligence department for analysis and inference
• Liaise with other customer-facing functions to obtain and provide information on customers
• Manage third-party agencies to run customer surveys/research if required

Customer-centric Culture

• Foster and work with all department leaders to promote a customer-focused culture within the organisation
• Conduct periodic and unscheduled visits to SIMS outlets to ensure compliance with service charter
• Drive accountability for customer experience across the organisation; develop experience KPIs across all levels of leadership

Call Centre Operations

• Develop and drive the implementation of programmes or initiatives for customer relations and call centre operations
• Approve schedules for call centre staffing/ work shifts to ensure adequate number of officers on a continuous basis to attend to customers’ enquiries and complaints
• Conduct periodic audits of call centre operations to ensure continuous efficiency in service delivery Capacity Building
• Ensure continuous training of customer service representatives to ensure quality and timely delivery Customer Issues Resolution
• Ensure that customer queries and complaints across all platforms (telephone, website, and social media) are logged and addressed effectively and in a timely manner
•  Institute relevant systems to support the customer service framework and ensure timely resolution of complaints or enquiries from customers
• Coordinate the provision of customers concerns to sales executives in relevant locations and follow up to ensure resolution and customer satisfaction
• Escalate unresolved issues to the relevant head of department or Chief Marketing Officer as appropriate and follow-up to ensure proper resolution

Others

• Provide advice on where to make investment decisions that will give the highest customer impact
• Prepare periodic activity reports for the attention of the Chief Marketing Officer, highlighting improvement opportunities resulting from customer engagement
• Be an ambassador of the organisation’s values of customer centricity, integrity, innovation, positivity, and passion
• Perform any other duties assigned by the Chief Marketing Officer

Requirements

• The requirements listed below are representative of the Knowledge, Skill and/or ability required to perform this job satisfactorily
• Bachelor’s degree or its equivalent in sales, marketing, business administration or related discipline
• 10+ years relevant experience in customer experience management
• Proven experience designing and delivering human centered experiences
• Relevant experience leading customer experience transformation initiatives
• A good understanding of CX leading practices
• Thorough understanding of qualitative and quantitative research, journey design and agile methodologies
• Good experience with all aspects of Net Promoter Score metric, calculations and reporting including tNPS and rNPS
• Experience or exposure to analytical tools such as Power BI, Tableau
• Proven leadership/supervisory and people management skills
• Strong negotiation and relationship management skills with ability to create support and buy-in across a wide range of stakeholders
• Excellent analytical and problem-solving skills

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Duties and Responsibilities:

• Devise strategies that harness sales-related insights, prevailing standards, to drive online sales
• Ensure frameworks that transform SIMS social media sites into highly profitable platforms are created
• Oversee the decision-making for the website, social media accounts, and online advertising
• Own SIMS brand integrity online, monitoring and enforcing policies across E-commerce customers
• Develop and implement an E-commerce strategy to improve website performance
• Collaborate with appropriate stakeholders to ensure the rollout of website changes
•  Define and implement the e-commerce channel sales strategy, plans and annual budgets, in line with the overall sales and organizational strategy, goals and objectives
• Ensure that online sales targets are met and exceeded
• Ensure compliance with defined policies, procedures, and guidelines in the execution of online sales activities
• Maintain up-to-date awareness on consumer trends, preferences etc of the online customers
• Ensure online sales promotion campaigns are designed specifically to target online customers effectively and proactively identify and present reports on potential revenue streams and customer needs to maximize revenue for the organization
• Oversee the preparation of a comprehensive sales plan to increase market share within the online customer segment
• Proactively gather customer data/ information and regularly update customer database to ensure reliability and accuracy
• Ensure the provision of high-quality sales services to the company’s e-commerce customers in line with the agreed customer service charter

Requirements

The requirements listed below are representative of the Knowledge, Skill and/or ability required to perform this job satisfactorily

• First degree or equivalent qualification in Sales, Marketing, Information Technology, or any
• relevant social science discipline
• Experience with Digital Marketing
• UX and platform development experience
• Minimum of five to seven (5 - 7) years relevant experience
• High level of understanding of e-commerce frameworks
• Strong customer orientation
• Demonstrated initiative and creativity when solving problems and managing conflict
• Strong people management and leadership skills
• Strong multi-tasking and time-management skills, with the ability to prioritize tasks
• Highly organized and detail oriented
• Excellent problem-solving skills

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Duties and Responsibilities:

• Oversee the articulation and execution of the organization's sales strategies and ensure alignment with SIMS’ corporate strategy, goals, and objectives
• Stay abreast of sales trends, customer needs and competitor initiatives and devise strategies to optimally utilize opportunities across sales channels and regions
• Oversee periodic sales planning and budgeting including sales targets for existing and new products across channels and regions; monitor sales performance and develop strategies to address shortfall in targets
• Advise on product mix and selling price per channel and region by keeping current with supply and demand, changing trends, economic indicators, and competitors
• Ensure ongoing collaboration with marketing, operations, and support functions to determine effective pricing of products and services
• Monitor and ensure the provision of the highest quality services to the company’s customers and ensure the adherence of the various sales channels to the defined sales service charter
• Liaise with the National Marketing Manager to develop and establish effective channel strategies to promote sales and ensure the implementation of promotional activities across the Country
• Drive business development effort to identify and convert strategic customers
• Build and maintain a healthy relationship with key customers Review the department’s performance against set targets on a periodic basis, and define action plans for improvement
• Monitor and prepare and submit periodic activity/management reports to the MD/CEO on the activities of the department
• Be an ambassador of the organization's values of customer centricity, integrity, innovation, positivity, and passion; and work with the Strategy & Corporate Development Lead to drive adoption across the department

Requirements

• The requirements listed below are representative of the Knowledge, Skill and/or ability required to perform this job satisfactorily
• Bachelor’s degree in marketing or business management
• Post-graduate degree in a relevant discipline
• Minimum of fifteen to twenty (15-20) years relevant work experience with at least five (5) years in a senior management position
• Experience in the consumer electronics industry
• Ability to think strategically and holistically and to appreciate the systematic impact of various policies, issues, and solutions
• Strong business acumen and ability to identify opportunities
• Excellent leadership and people management skills
• Excellent negotiation and relationship management skills
• Excellent communication, presentation, and facilitation skills
• High sense of responsibility and accountability
• High ethical standards