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Corporate Staffing Services
Customer Experience Manager

Corporate Staffing Services

Nairobi | Full Time | Customer Service

Closing in 1 month ago

Customer Experience Manager Job. Customer Service Jobs In Kenya

Key Responsibilities:

Leadership & Team Management

  • Lead and develop the customer experience team, ensuring optimal workload distribution and staffing.
  • Provide coaching and mentorship to enhance team capabilities and foster career growth.
  • Implement leadership and training programs to build a customer-focused culture.
  • Act as the bridge between management and the CEX team, ensuring alignment with company goals.
  • Drive succession planning by developing skilled employees who can advance within the organization.

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Customer Experience Strategy & Retention

  • Develop and execute CEX strategies to improve customer satisfaction, reduce churn, and increase retention.
  • Map the customer journeys and proactively identify opportunities for improvement.
  • Build strong relationships with key accounts and customers to drive engagement and loyalty.
  • Collect, analyze and interpret customer data to inform strategic choices and improve customer experiences using data-driven customer insights.

Operational Excellence & Process Improvement

  • Assess and optimize team workflows for efficiency and effectiveness.
  • Automate processes and personalized interactions such as chatbots & self-service solutions to enhance one-on-one customer engagement through the entire customer lifecycle
  • Promote a culture of continuous improvement in customer experience processes.
  • Report on key performance metrics to track progress and refine strategies.

Strategic Collaboration & Influence

  • Align cross-functional teams with CEX vision and goals, ensuring a unified approach to customer experience.
  • Partner with multiple stakeholders across Technical Support, Engineering, Product, and Account teams.
  • Be an advocate for customer-focused initiatives at all levels of the company, including executive leadership.
  • Report customer insights through, data visualization and storytelling to drive change and inspire action using customer insights

Skills & Qualifications:

Knowledge

  • A Bachelor's Degree in a relevant field, such as Business and IT, Science, Economics, Statistics, or a related discipline.
  • 3-5 years of experience in Customer Experience Management, a background in growth, strategy, or project management roles would be an added advantage.
  • Advanced technical knowledge of CEX systems and tools; and experience with systems in the Healthcare industry will be an added advantage.
  • Deep understanding of strategic leadership principles and frameworks for aligning teams with business objectives.
  • Knowledge of workload assessment, staffing optimization, and high-performance team management principles.
  • Experience in mapping the customer journey and driving interventions.
  • Knowledge of industry trends to anticipate customer needs and business opportunities.

The ideal candidate has:

  • Strong leadership and problem-solving skills in customer experience.
  • A customer-centric mindset with expertise in retention and engagement.
  • The ability to work independently while collaborating across teams.
  • Excellent communication skills to influence stakeholders.
  • A passion for innovation and technology in CEX systems.
  • A data-driven approach to improve customer interactions.
  • A leader who inspires change and champions a customer-focused culture

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How to Apply

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