Marketing Officer – (Customer Relationship Management) job at Kenya Ports Authority (KPA)

Job Purpose

Implementing & monitoring marketing programmes as outlined in the annual marketing work plan and ensuring that customer relationship management initiatives in the Uganda market segment are effectively delivered against key targets to build and maintain mutually beneficial relationships with customers.

Operational Responsibilities/Tasks

• Recommending initiatives to be incorporated into the annual Marketing Work Plan for the Uganda market segment.
• Implementing the Customer Relationship Management program for improving customer satisfaction and sustaining customer loyalty.
• Establishing and maintaining a reliable database for customer analysis and effective targeting for the assigned market segment.
• Developing and implementing the stakeholder engagement calendar for assigned market aimed at managing stakeholder relationships in an action-oriented way to facilitate seamless end to end service delivery.
• Monitoring business trends and market dynamics for the targeted customers aimed at ascertaining the economic factors impinging on their business.
• Monitoring and analysing cargo traffic, market share trends and competitor activities in assigned market segments in order to enhance customer satisfaction and sustain customer retention.
• Providing customer and market insights for incorporation into reports/concept papers/proposals/interim memos for management.
• Undertaking customer visits to gather feedback and consolidating insights with the objective of sustaining mutually beneficial relations.
• Liaising with key functional areas of the Authority on resolution of customer issues, highlighting and escalating identified gaps on customer service for necessary action.
• Updating customers on port services, trade facilitation initiatives, tariffs and new services and any other relevant information.
• Organizing, coordinating and participating in trade fairs, exhibitions, workshops and conferences to monitor and improve customer service.
• Articulating customer insights for updating the Customer Service Charter content.
• Coordinating with relevant functional areas on implementation of Business Process Improvement (BPI) programmes.
• Preparing reports for marketing activities undertaken for the assigned market segment e.g., Customer visit, traffic analysis, commodity trend analysis, competitor analysis, trade fairs, surveys etc.

Person Specifications

• Bachelor of Commerce (Marketing Option), Bachelors degree in Business Management/Administration or equivalent from a recognized institution.
• At least three (3) years work experience.

Skills & Competencies

• Customer focus
• Planning skills
• Communication and presentation skills
• Report writing skills
• Interpersonal skills
• Self-driven and working with minimum supervision
• Team player
• Creativity and innovativeness

Successful candidates in Uganda will be required to satisfy the following requirements:-

• Certificate of Good Conduct from the Directorate of Criminal Investigations Uganda.
• Clearance Certificate from the Uganda National Examination Board.
• Tax Compliance Certificate from the Uganda Revenue Authority (URA)
• Clearance from The Inspectorate of Government (IGG) and
• Report from The Inspectorate of Government (IGG)

• Recommending initiatives to be incorporated into the annual Marketing Work Plan for the Uganda market segment.
• Implementing the Customer Relationship Management program for improving customer satisfaction and sustaining customer loyalty.
• Establishing and maintaining a reliable database for customer analysis and effective targeting for the assigned market segment.
• Developing and implementing the stakeholder engagement calendar for assigned market aimed at managing stakeholder relationships in an action-oriented way to facilitate seamless end to end service delivery.
• Monitoring business trends and market dynamics for the targeted customers aimed at ascertaining the economic factors impinging on their business.
• Monitoring and analysing cargo traffic, market share trends and competitor activities in assigned market segments in order to enhance customer satisfaction and sustain customer retention.
• Providing customer and market insights for incorporation into reports/concept papers/proposals/interim memos for management.
• Undertaking customer visits to gather feedback and consolidating insights with the objective of sustaining mutually beneficial relations.
• Liaising with key functional areas of the Authority on resolution of customer issues, highlighting and escalating identified gaps on customer service for necessary action.
• Updating customers on port services, trade facilitation initiatives, tariffs and new services and any other relevant information.
• Organizing, coordinating and participating in trade fairs, exhibitions, workshops and conferences to monitor and improve customer service.
• Articulating customer insights for updating the Customer Service Charter content.
• Coordinating with relevant functional areas on implementation of Business Process Improvement (BPI) programmes.
• Preparing reports for marketing activities undertaken for the assigned market segment e.g., Customer visit, traffic analysis, commodity trend analysis, competitor analysis, trade fairs, surveys etc.

• Customer focus
• Planning skills
• Communication and presentation skills
• Report writing skills
• Interpersonal skills
• Self-driven and working with minimum supervision
• Team player
• Creativity and innovativeness

• Bachelor of Commerce (Marketing Option), Bachelors degree in Business Management/Administration or equivalent from a recognized institution.
• At least three (3) years work experience.
• Certificate of Good Conduct from the Directorate of Criminal Investigations Uganda.
• Clearance Certificate from the Uganda National Examination Board.
• Tax Compliance Certificate from the Uganda Revenue Authority (URA)
• Clearance from The Inspectorate of Government (IGG) and
• Report from The Inspectorate of Government (IGG)