Customer Experience Manager – Digital Media Services Employment Opportunity – Umeme
Job Title: Customer Experience Manager – Digital Media Services
Organisation: UMEME
Duty Station: Kampala, Uganda
Reports to: Head of Customer Experience
About US:
Umeme Limited is Uganda’s main electricity distribution company, listed on the Uganda Securities Exchange and cross listed on the Nairobi Securities Exchange. The Company operates a 20 year electricity distribution concession effective 1st March 2005, from the Government of Uganda. After the electricity sector reforms in 1999, Uganda adopted a single buyer electricity sector model, where Uganda Electricity Transmission Company Limited (UETCL) is the System Operator, responsible for the purchase of electricity from all Independent Power Producers, import and export of electricity and being Umeme’s sole supplier. As an electricity distributor, Umeme is licensed to distribute and supply electricity to customers. This mandate involves; operation, maintenance and upgrade of electricity distribution infrastructure, electricity retail and provision of related services.The sector is regulated by the Electricity Regulatory Authority, whose mandate includes setting operating standards and appropriate end user tariffs.
Job Summary: Responsible for planning, implementing, managing, and monitoring Umeme’s Digital Media Services’ strategy, enhance Customer perception of the business and ensure resolution of queries and complaints in an effective and timely manner.
Key Duties and Responsibilities:
- Implement the company’s digital communications work plan and drive customer engagement through digital platforms to increase shareholder value.
- Work with the Head of Customer Experience to improve company service perception through digital and social media platforms management.
- Coordinate with the Call Centre and WMC to deliver a seamless customer experience resulting from digital media platform usage.
- Safeguard the company’s reputation and share value through effective response to quickly evolving threats, queries, and complaints on digital platforms
- Analyse digital platforms customer feedback and ensure complaints are addressed and closed.
- Work with ICT in the development, acquisition, and maintenance of Customer Digital Media platforms to ensure consumers are adequately served through these channels.
- Ensure information dissemination and customer engagement to support customer awareness of company business.
- Manage the development and performance of line staff in line with the company’s performance management policy and identified performance needs.
- Ensure team performance, Staff training and development needs for Digital Media Services.
Qualifications, Skills and Experience:
- The ideal applicant must hold a bachelor’s degree in Relevant discipline; Business Administration, Public relations, and Communications.
- At least four years of experience in communication, contact centre operations or customer services in a digital media Environment.
- Customer Relationship Management skills
- Team Builder and Mentor
- Highly innovative and collaborative with strong interpersonal skills
- Knowledge of current digital media trends and best practice
- Exceptional verbal, written, and visual communications skills
How to Apply:
All suitably qualified candidates should apply online at the link below
Deadline: 27th May 2022
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