Department: Customer Experience
Section/Project: Digital Media Services
Reports to: Head of Customer Experience.

Overall purpose of the job.
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.

Specific duties/ Accountabilities:
• 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.

Knowledge, qualifications & Experience
Education:
A bachelors degree in Relevant discipline; Business Administration, Public relations, and Communications.
Experience, Skills and Competences:
• At least 4 years’ 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