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Corporate Staffing Services
Client Experience And Insights Manager

Corporate Staffing Services

Nairobi | FULL_TIME | Customer Service

Closing in 1 week ago

Client Experience and Insights Manager Job

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Responsibilities

  • Ensure service standards are defined and documented.
  • Monitor and ensure all Customer Experience related matters are properly logged into the supporting system and tracked to closure.
  • Lead the development and execution of customer insights research strategies, including surveys, focus groups, and customer journey mapping.
  • Collect, analyze, and interpret customer data from a variety of sources, including CRM systems, market research, and direct customer interactions.
  • Identify trends, patterns, and key drivers of customer satisfaction, loyalty, and behaviour.
  • Provide actionable insights to cross-functional teams (Marketing, Product, Retail, and Customer Experience, Innovation, Strategy etc.) to influence strategic decisions.
  • Present findings in clear and compelling formats, such as reports, presentations, and dashboards, to senior leadership.
  • Work with external research partners to manage market research projects and ensure alignment with business goals.
  • Develop customer personas and segmentation strategies to better target customer needs and preferences.
  • Monitor competitive landscape and customer industry trends to ensure the company’s offerings remain relevant and competitive.
  • Collaborate with Retail, Product and Marketing teams to ensure customer insights are integrated into product and messaging strategies.

Qualifications

Academic Qualification

  • Bachelor's Degree from a recognized University.

Experience

  • At least 3 years working experience in a Customer service role preferably as a Team leader in a Customer Experience Function.
  • Excellent communication skills with the ability to convey complex data in a simple and actionable manner.
  • Strong project management skills with the ability to handle multiple priorities.
  • Ability to work cross-functionally and build relationships with key stakeholders.

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How to Apply

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