Liz Gikera Email and Phone Number

ResponsibilitiesCustomer Management● Ensure levels of customer satisfaction are maintained and retention rates are on orabove set targets.2● Conducting the onboarding process with company admins, H.O.D,CEOs, Founders etc● Ensuring that member profiles are completed and finalised in all relevant systems,Ensuring that as much information regarding members is captured in the onboardingquestionnaire● Work with the accounts department to ensure accurate membership invoicing (Checkaccuracy of billing)bill run+ adding membership● Ensure prompt collection of payments, in line with goals. Refer to the debt collectionpolicy● Enforce membership policies, such as deposit, signing of licence agreement, noticeperiod, house rules etc.● Actioning terminations on RND (adding an end date) and ensuring a smooth exit process(inc deposit refund). POs and fixed desk● Ensure great communication and customer service is delivered to all members - via theteam and systems //envoy//RND//Biostar//survey● Consistently be aware of the feedback from members on services and the space. Putinto action anything that needs to be done to address complaints and improvements.● Building member-member relations (interact with members to understand how you cancreate meaningful connections)● Ensure CX are assisting marketing in facilitating info for blog and newsletter contentfrom members● Conducting quarterly check-ins - actioning feedback, knowing when to escalate issues,and how to push for upgrades in packages.● Actively responding to survey feedback in cases of negative feedback● Assisting in tours in the absence of salespeople● Communicating with sales on upgrades/downgrades/terminationsSpace Management● Oversee office supervisor to ensure deliverables and targets are met● Ensure core utilities (internet, coffee, cleaning, water, building access, and security) andservices are delivered at all times

● Data Management: manage and evaluate data to determine the effectiveness of a product or campaign. ● Contract Proposals: create proposals & contracts that satisfy both company and customer needs. ● Application Management: Ensure all sales team members are utilizing Hub spot● Sales Forecasting: By recognizing past trends, you should forecast future sales a. Provide data, analyses, modelling, and reporting to support sales force quarterly business reviews. ● Training: training new and current sales team to ensure consistent sales generated wins.● Evaluation and Implementation: By evaluating data from Hubspot communicate with the management what strategy is working or not working ● Create a strategy that will contribute to the 1- 2 year business vision as a member of the executive leadership team.● Evaluate sales strategies, plans, goals, and objectives Kenya, Ghana and Côte d'Ivoire● Help the sales team determine which opportunities to pursue and how much effort and time to spend on various clients or leads and Ensure each sales rep has closed 3 deals per quarter ● Decreased our sales cycle by 10% per annum

● Responsible for achieving the given team target for the region.● Growing the organization to its growth projections and future potential, including significantly expanding market share in the targeted areas; it will include establishing the appropriate size organization with the appropriate sales roles.● Establishing, maintaining, and expanding customer base. ● Managing customer-centric operations and ensuring customer satisfaction by achieving delivery and service quality norms. ● Managing marketing and sales operations of analytical equipment for achieving increased growth and profitability.● Assisting in the development of the annual marketing plan, specifically advising on: realistic forecasts for each product and territory, realistic costs of operating the sales force; and sales promotion program plans. ● Responsible for monitoring the performance of the sales team by establishing a system of reports and communications involving sales reports, cyclical sales meetings, sales newsletters, and electronic bulletins. ● Designing and motivating a high-performance work environment comprised of specialized professionals.

• Marketing and selling the business lines which included different industries:• Leading sales and marketing department and enhancing revenue is under control.• Coming up with new ideas and implementing them.• Handling customer complaints and taking necessary action to ensure there is no Recurrence and they are satisfied.• Expand the market share of the organization.• Verifying all the customers’ presentations and brochures.

● Listening to the quality of care given to customers on call and the resolutions given ● Scaling the representative’s performance, making sure that the representatives attain over 95 % on their performance● Working on customer’s feedback.● making sure that the subscribers get the right information at all times

● Customers with billing queries.● Supplementary services available.● Phone and internet settings.● Initiating reversals for customers● Completing transactions that have not gone through● Customers with queries on their Mkesho accounts. ● Giving information on our Mpesa Pay bill partners.