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12 Jun 2018

Customer Relationship Management Consultant

Job Description

Customer Relationship Management Consultant

Position: Customer Relationship Management Consultant
Location: Somaliland
Application Deadline: 26 June 2018
Duration: 15 working  days
Start Date: To be determined


The Somali financial sector remains largely underdeveloped and informal with limited access to credit and savings. Since 1991, Somalia/Somaliland has been functioning without solid Central banks. The country’s financial system mainly comprises of the fewbanks of Somalia/Somaliland, money transfer agencies and microfinance institutions. Money transfer agencies are the only financial service providers throughout the country, the banks are only available in the capital cities and, in the absence of formal commercial banking activities, all economic transactions are settled in cash.

So far, the Central Banks of Somalia and Somaliland are not in a position to perform key central bank functions, as standard instruments necessary to conduct monetary policy have yet to be developed. While the financial institutions main service is money transfer, some have diversified their services to include, savings, checking accounts, and debit cards. In terms of ’credit’ a fewcompanies offer overdraft facilities to some of their clients.

The majority of the customers of thesefinancial institutions are Somali communities living abroad (the senders) and the Somalis living at home (the recipients). Financial remittances from Somali’s living overseas provide a significant source of income and a substantial amount of hard currency for the Somali economy.

Economic development is a critical component of promoting stability, particularly in conflict and post conflict zones.  Spark aims to provide tailored solutions to build the capacity of the financial institutions through the Local Employment in Africa for Development(LEAD) programme as part of its objective in supporting the economic growth of the country. The LEAD programme is a three-year programme funded by the Dutch Ministry of Foreign Affairs with the overarching objective to contribute to the reduction of irregular economic migration and radicalization by improving the socio-economic position of young people in the Horn of Africa, Tunisia and Libya.

Despite the support from the Central Banks and absence of financial systems, The Somali financial sector has experienced a drastic development over the last couple of years. New financial institutions have been launched and others expanded.

KAAH Express is one of the leadingmoney remittances in Somalia/Somaliland. Its customerbase has vastly increased over the last three years. As such, KAAH would like to expand its operations and train its new staff to gain the necessary knowledge and expertise of customer relationship. This will both attract and retain clients and will enhance the operations of the institution in the long-run.

To achieve this, KAAH is looking for a CRM Consultant to assist the bank with the transformation of their customer processes and technologies in key areas such as, sales, marketing and customer service. The Consultant will be responsible for identifying and gathering business requirements of the bank and translating these into workable CRM solutions that can be delivered to the bank and key staff. S/he will need to understand the role of Kaah and services it offers, while analysing customer needs and provide workable recommendations for the financial institution. The Consultant will be responsible for developing a CRM manual for staff to be trained on. The manual should take into consideration the needs of clients, particularly women and how Kaah can better serve its customers.

Main tasks and responsibilities:

Under the responsibility of the Somalia/Somaliland Program Manager, the Consultant will be responsible for the following:

  • Develop a mapping of the services Kaah performs and its main customer interfaces
  • Observe and understand the current customer relationship policies of KAAH and provide a summary of the main findings and key recommendations for changes
  • Develop a CRM manual that addresses the needs of clients and trains Kaah staff on best practice in customer relationship management
  • Train staff on the CRM manual developed

Requirements and Skills

  • The Consultant should have at least a Masters in Human Resource Management/Management/Business Administration
  • Knowledge of the Somali banking sector and issues it faces
  • Previous experience in training and coaching others
  • The Consultant should be available for immediate engagement of the assignment
  • Knowledge of the Somali finance sector (preferred)
  • Proficient in English and Somali is a mandatory requirement
  • Previous experience of conducting similar consultancy essential

How to apply?

If you have any questions regarding SPARK or the position, please visit our website or call +31 20 753 0311, with Reference:Customer Relationship Management Consultant.

Interested applicants (Somali nationals only) are requested to send a technical and financial offer including timeline, fee and methodology. Applicants must also include CV(in English) to The deadline for application is on 26 June 2018.Reference: Customer Relationship Management Consultant, LEAD.

All applications will be assessed on rolling basis; interviews can therefore take place before the application deadline. However, due to the large volume of applications we receive, we cannot respond to every applicant individually. There may be a delay between the deadline and the moment we contact selected applicants.

If you have not received a reply we regret to inform that we have continued with other candidates.


SPARK develops higher education and entrepreneurship to empower young, ambitious people to lead their fragile and conflict-affected societies into prosperity. SPARK is a dynamic and growing, international not-for-profit development organisation with 80+ staff members, in more than 14 offices around the world. SPARK supports refugees in the Middle-East by providing them with scholarships in universities and higher education institutions in the region. SPARK also supports young entrepreneurs in fragile states, to start or grow their own businesses.

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