
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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