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Client Relations Officer - Arua

Location

Arua

Position Type

Permanent

About the position

Position Summary:

  • Establish and maintain relationships with existing and prospective clients on behalf of Lancet in order to grow the company’s brand market share and services.
  • Promote positive image, and create public awareness of services of the organization.
  • Developing and implementing effective communication strategies with Clients.
  • Enhancing and maintaining brand identity.

Dimensions:

The post holder reports to the Sales & Marketing Manager. The incumbent interacts with internal and external customers.

KEY RESPONSIBILITIES

Marketing

  • Contributes to planning and developing public relations strategy for Lancet in order to promote the image, public awareness and services of the organization.
  • Establishes and maintains effective relations and personal contact with existing and prospective clients including medical doctors at hospitals and in private practice, hospital matrons, Sisters in Charge and public relations officers as well as key suppliers and service providers to ensure loyalty to the Lancet brand.
  • Proactively participates in developing of company brochures, fliers and adverts that sell the unique proposition of the company.
  • Participates in and represents Lancet in public relations events such as conferences, CME days to promote the image and services of the organization.
  • Assists BPM with product/service orientation and training of laboratory administrative staff to ensure they are familiarized with relevant laboratory/ medical technology related terminology and telephone etiquette.
  • Serves as first point of contact between Lancet and customers to address a range of queries and complaints pertaining to laboratory services in order to ensure swift resolution of issues and feedback to customers.
  • Provides information pertaining to new sales to laboratories to ensure that they are aware and able to service the customer as per deliverables in sales and service level agreements.
  • Organizing Wellness events on behalf of the company.
  • Dissemination of marketing intelligence on competitors and current affairs that will assist in developing company strategy.
  • Custodian of marketing merchandise eg Newsletters, request forms, notepads and any branded marketing material from the company.
  • Gathering specific needs from organizations laboratory sites in relation to branding and marketing materials.
  • Client liaison and maintaining a positive image of the organization to ensure retention and growth of customers.

Other responsibilities:

  • Perform any other duties and responsibilities as assigned by the department’s head.

EQUIPMENT

  • Computer
  • Printer
  • Telephone
  • Audio visual equipment
  • Point of care equipment
  • Telecommunications equipment

SYSTEMS

  • Collaborator
  • E-mail
  • HRIS
  • Intranet
  • Meditech

DECISIONS AND JUDGEMENTS

  • The post holder, who should be able to work fairly independently, has full authority to make operational decisions on issues within broad guidelines/ policy, except where such decisions have financial and/or corporate risk in which case the approval of the marketing director must be sought.
  • The post holder typically takes instructions from the Sales & Marketing Manager, Pathologists and other senior managers that relate to strategic and team objectives, work instructions and standard operating procedures.

CHALLENGING DEMANDS OF THE JOB

  • Abnormal work hours and the need to be available\accessible 24/7 to deal with customer complaints.
  • Client liaison and maintaining a positive image of the organization to ensure retention and growth of customers.
  • Dealing with irate/ unreasonable customers, exposure to verbal aggression and ability to manage crises and conflicts.
  • To be vigilant and take timeous corrective action.
  • To be highly resilient and maintain a positive self-image

COMMUNICATIONS AND RELATIONSHIPS

  • Own team
  • External Clients
  • Internal Clients

EDUCATION& QUALIFICATIONS

  • Bachelor’s degree in Marketing and relevant qualification in Medical Laboratory Technology.

REQUIRED EXPERIENCE

  • 2 to 3years’ Experience

RELEVANT JOB KNOWLEDGE

  • Computer Literate
  • Laboratory information systems
  • Marketing and sales knowledge
  • Client Relations

COMPETENCIES REQUIRED TO DO THE JOB

  • Attention To Detail
  • Communication
  • Customer orientation
  • Drive (includes energy and stamina) linked to achievement motivation
  • Ethical behaviour
  • Flexibility
  • Patience
  • Ability to work as part of a team
  • Ability to work in a pressured environment
  • Ability to handle clients
  • Attention to detail
  • Telephone etiquette
  • Results driven
  • To be highly resilient and maintain a positive self-image

Interested applicants should submit their Application, CV, certified ID copy and qualifications to: hr@lancet.co.ug