Summary
Date Posted: Friday, February 03, 2023 , Base Salary: Not Disclosed

JOB DETAILS:

Brief Description
Reporting to the Customer Relations and Excellence Manager, the ideal candidate role is to ensure that high quality Customer Data is collected via the Kenya Airways Data Warehouse and delivered to users for the purpose of knowing our customers and maintaining an accurate Customer database to improve Customer relations and effectiveness thus delighting our guests, increasing profitability and lowering the risks of the business units we serve. To improve data-driven decision making within the Commercial environment.

Detailed Description
Key responsibilities will include,
• Analyse all current CRM operations, data feeds and reports for all touch points to derive insights and answer key business questions.
• Provide data for monitoring metrics that drives customer satisfaction
• CRM data verification and database health activity and reporting
• CRM maintenance and occasional end user training as needed
• Develop an automated process for reporting on campaign results
• Setup, monitor and analyze permanent/seasonal control groups
• Partner with Marketing to identify the goals of direct client contact campaigns required to support the brand’s business goals and objectives
• Work directly with Marketing team to develop and implement trigger based client contact strategies such as new client assimilation, attrition prevention or reactivation programs
• Perform ad hoc analyses, as needed, to support client relationship marketing efforts, and to answer questions from requestors of client contact and performance information
• Perform GEMBAs to see that data from source is up to standard
• Interpret analytics and research into usable insights, which inform the business and support strategic communication planning
• Review and recommend enhancements CRM data handling policies and procedures as well as improvements in the handling and management of data and drive awareness and adherence by all front-line staff.
• Comply with data integrity and security policies
• Support the business and IT in all integrations that may be need for the best of the organization
• Monitor daily trends in campaign performance and proactively address underlying causes of trends
• Measure campaign results such as incremental lift, ROI
• Supporting the CRM Manager to deliver bespoke analysis projects to optimize the use of sales tools such as SFDC and Eloqua discover Retention triggers
• Escalate risks, data progress, quality assurance reports to the Head of Customer Experience.

Job Requirements
Qualification
• University Degree in IT, Applied Mathematics, Statistics or related field.
• 2 years’ Work experience with a CRM
• Minimum of 3 years work experience with Data or related IT field Other Skills
• Excellent demonstrable knowledge of Customer relations metrics
• Excellent written and verbal communication skills
• A team player with strong interpersonal skills and a positive attitude
• Planning and organizational skills.
• Problem-solving skills.
• Proficient in use of Computer Applications (MS office modules)
• Numeracy and report writing skills
• Results-oriented individual


Work Hours: 8

Experience in Months: 24

Level of Education: Bachelor Degree

Job application procedure

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