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Head of Client Services

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Location: Valley Hospital, Nakuru County, Kenya
Application Deadline: January 31, 2025
Interview Period: January 3, 2025 - January 31, 2025

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Rise & Learn Global is a Human Resource Solutions Organization committed to impacting lives and multiplying this impact across diverse spheres. Their solutions include HR Outsourcing, Consulting, Coaching, Training, and Youth Empowerment programs. Visit www.riseandlearn.ke for more details.

About the Client – Valley Hospital
Valley Hospital, located in Nakuru County, is a premier health facility with a mission to provide affordable yet high-quality healthcare. The hospital offers a wide range of services, including emergency care, private consultations, and small clinics, with a commitment to patient care, innovation, and continuous improvement.

Position Summary
Reporting to the Managing Director, the Head of Client Services will take on both strategic and operational roles, ensuring the delivery of exceptional client services, patient care, and business growth. The role requires a hands-on approach, with leadership responsibilities in marketing, sales, and customer experience. The ideal candidate is passionate about creating extraordinary client experiences and driving business growth through strategic initiatives.

Key Responsibilities

  1. Create and implement commercial strategies for growth.

  2. Analyze industry trends and create a business plan based on opportunities.

  3. Understand customer needs and ensure they are met effectively.

  4. Develop and execute a customer experience strategy aligned with business goals.

  5. Lead the customer-facing team to ensure client satisfaction and retention.

  6. Streamline customer service processes to improve satisfaction and efficiency.

  7. Implement continuous improvements in customer experience.

  8. Create marketing strategies for increased product and company awareness.

  9. Build partnerships with stakeholders to accelerate growth.

  10. Drive business development effectiveness through planning, tracking, and analysis.

  11. Manage day-to-day execution of commercial initiatives and track progress.

  12. Collaborate with cross-functional teams to improve service delivery.

  13. Resolve complex client issues escalated by team members promptly and effectively.

Qualifications & Experience

  • Education: Bachelor's degree in business administration or a related field.

  • Experience: Minimum of 3 years in client services or a related role. Experience working in a service organization for at least 4 years.

Technical Competencies

  • Proven success in customer experience and commercial strategy development.

  • Strong data analysis skills and the ability to transform insights into actionable plans.

  • Ability to use tools and systems to monitor commercial efforts effectively.

Behavioral Competencies

  • Strong leadership and communication skills, with a customer-centric approach.

  • Exceptional problem-solving skills.

  • Experience collaborating with cross-functional teams to improve service delivery.

Work Environment

  • On-site work model.

  • Standard office conditions.

Equal Opportunity Employer
Valley Hospital is an equal-opportunity employer, valuing diversity in the workplace. Candidates from diverse backgrounds are encouraged to apply.

How to Apply
Interested applicants should submit their application online no later than January 31, 2025, by 5 PM. To apply, visit the following link: Apply Now.

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