Marketing Officer – Customer Relationship Management

Job Details

The Marketing Officer (Customer Relationship Management) is responsible for implementing and 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.

• Duty station: Kampala
• Employment type: Full time (8 hours per day)
• Base salary: Not disclosed

Key Duties and Responsibilities

• Recommend initiatives to be incorporated into the annual Marketing Work Plan for the Uganda market segment.
• Implement the Customer Relationship Management programme for improving customer satisfaction and sustaining customer loyalty.
• Establish and maintain a reliable database for customer analysis and effective targeting for the assigned market segment.
• Develop and implement the stakeholder engagement calendar for the assigned market to facilitate seamless end-to-end service delivery.
• Monitor business trends and market dynamics for targeted customers to ascertain the economic factors affecting their business.
• Monitor and analyse cargo traffic, market share trends and competitor activities in assigned market segments to enhance customer satisfaction and sustain customer retention.
• Provide customer and market insights for incorporation into reports, concept papers, proposals and interim memos for management.
• Undertake customer visits to gather feedback and consolidate insights to sustain mutually beneficial relations.
• Liaise with key functional areas of the Authority on resolution of customer issues, highlighting and escalating identified gaps on customer service.
• Update customers on port services, trade facilitation initiatives, tariffs, new services and other relevant information.
• Organise, coordinate and participate in trade fairs, exhibitions, workshops and conferences to monitor and improve customer service.
• Articulate customer insights for updating the Customer Service Charter content.
• Coordinate with relevant functional areas on implementation of Business Process Improvement (BPI) programmes.
• Prepare reports for marketing activities undertaken for the assigned market segment, e.g. customer visits, traffic analysis, commodity trend analysis, competitor analysis, trade fairs and surveys.

Qualifications, Skills and Requirements

• Bachelor of Commerce (Marketing Option), Bachelor's degree in Business Management/Administration or equivalent from a recognised institution.
• At least three (3) years' work experience.
• Customer focus and planning skills.
• Communication, presentation and report writing skills.
• Interpersonal skills and ability to work as a team player.
• Self-driven and able to work with minimum supervision.
• Creativity and innovativeness.
• Successful candidates in Uganda will be required to provide: Certificate of Good Conduct from the Directorate of Criminal Investigations Uganda; Clearance Certificate from the Uganda National Examinations Board; Tax Compliance Certificate from the Uganda Revenue Authority (URA); and clearance and report from the Inspectorate of Government (IGG).