8 Senior Customer Experience Manager jobs in whatjobs

Senior Customer Experience Manager

01000 Makongeni KES260000 Annually WhatJobs

Posted 19 days ago

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Job Description

full-time
Our client, a forward-thinking organization in the customer service sector, is seeking a highly experienced and results-oriented Senior Customer Experience Manager to lead their expanding, fully remote customer support operations. This critical role involves designing, implementing, and overseeing strategies that enhance customer satisfaction, loyalty, and overall experience. The ideal candidate will possess a deep understanding of customer service best practices, CRM systems, and data analytics to drive continuous improvement. You will be responsible for leading a team of customer service professionals, setting performance standards, and fostering a culture of customer-centricity.

Key responsibilities include:
  • Developing and executing a comprehensive customer experience strategy to improve customer satisfaction and retention.
  • Leading, mentoring, and coaching a remote team of customer service representatives and team leads.
  • Defining key performance indicators (KPIs) for customer service and monitoring team performance against these metrics.
  • Analyzing customer feedback, surveys, and interaction data to identify areas for improvement and implement solutions.
  • Designing and optimizing customer service workflows, scripts, and knowledge base content.
  • Implementing and managing customer service technologies, including CRM systems and ticketing platforms.
  • Collaborating with cross-functional teams (e.g., product, marketing, sales) to ensure a seamless customer journey.
  • Handling escalated customer issues with professionalism and efficiency.
  • Staying updated on industry trends and best practices in customer experience management.
  • Developing and conducting training programs for customer service staff.
A Bachelor's degree in Business Administration, Marketing, or a related field is preferred. A minimum of 7 years of experience in customer service management, with a strong focus on customer experience strategy and team leadership, is required. Proven experience with CRM software (e.g., Salesforce, Zendesk) and data analysis tools is essential. Excellent communication, interpersonal, and problem-solving skills are paramount. Candidates must demonstrate leadership capabilities and a passion for delivering exceptional customer service in a remote setting. This fully remote position is based out of the vibrant region of Thika, Kiambu, KE , and we champion a diverse and inclusive remote workforce.
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Senior Customer Experience Manager

40100 Kisumu KES115000 Annually WhatJobs

Posted 19 days ago

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Job Description

full-time
Our client is seeking an innovative and customer-centric Senior Customer Experience Manager to lead their customer support and engagement initiatives. This is a fully remote position, allowing you to champion exceptional customer service from anywhere. The successful candidate will be responsible for developing and implementing strategies that enhance the overall customer journey, drive customer satisfaction, and foster loyalty. Your role will involve overseeing the customer service and helpdesk teams, setting performance standards, and ensuring that all customer interactions are positive and efficient. You will also analyze customer feedback to identify areas for improvement and implement proactive solutions.

Key responsibilities include designing and optimizing customer service processes, managing CRM systems, and developing training programs for support staff. You will work closely with product and marketing teams to ensure a consistent brand experience across all touchpoints. The ideal candidate will possess a strong understanding of customer psychology, excellent leadership skills, and a proven ability to motivate teams to deliver outstanding service. Experience with data analytics to track key customer experience metrics (NPS, CSAT, CES) and translate insights into actionable strategies is crucial. You should be adept at managing challenging customer situations and resolving escalations effectively.

Essential qualifications include a Bachelor's degree in Business Administration, Marketing, Communications, or a related field. A Master's degree is a plus. A minimum of 7 years of experience in customer service management, customer experience, or a related field is required, with a demonstrated track record of leading and developing high-performing teams. Proven experience in developing and implementing customer service strategies and processes is mandatory. Excellent communication, problem-solving, and interpersonal skills are essential. Proficiency in customer support software and CRM platforms is a must. This is an exciting opportunity for a seasoned CX professional to shape exceptional customer experiences and drive customer success in a remote-first environment.
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Senior Customer Experience Manager

80100 Nairobi, Nairobi KES4800000 Annually WhatJobs

Posted 16 days ago

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Job Description

full-time
Our client is looking for an accomplished and visionary Senior Customer Experience Manager to lead and enhance their customer support and engagement initiatives. This is a fully remote position, offering the flexibility to design and implement superior customer experiences from anywhere. You will be responsible for defining the overall customer journey, identifying pain points, and developing strategies to create seamless and positive interactions across all touchpoints. The ideal candidate possesses a deep understanding of customer service principles, user experience (UX) design, and data analytics. You will lead a team of customer service professionals, fostering a culture of empathy, efficiency, and continuous improvement. Key responsibilities include analyzing customer feedback, implementing feedback loops, developing training programs, and utilizing technology to optimize service delivery. Strong leadership, strategic thinking, and excellent communication skills are essential for success. As a remote leader, you will need to excel at motivating teams virtually, driving performance, and ensuring consistent service quality. This is a critical role that directly impacts customer loyalty and brand reputation, offering a unique opportunity to shape the future of customer interactions for a growing organization potentially serving clients in **Mombasa, Mombasa, KE**, but operating with a distributed, remote-first workforce. We seek a proactive individual who is passionate about delivering exceptional customer value.
Key Responsibilities:
  • Develop and implement a comprehensive customer experience strategy.
  • Map the customer journey and identify opportunities for improvement at each stage.
  • Analyze customer feedback, surveys, and behavioral data to gain insights.
  • Lead and mentor the customer support team, setting performance goals and providing coaching.
  • Develop and deliver training programs for customer-facing staff.
  • Implement best practices in customer service, support, and engagement.
  • Collaborate with product, marketing, and sales teams to ensure a unified customer experience.
  • Utilize CRM and helpdesk systems to track customer interactions and resolve issues.
  • Identify and implement new technologies and tools to enhance customer service delivery.
  • Monitor key customer experience metrics (e.g., NPS, CSAT, churn rate) and report on performance.
Qualifications:
  • Bachelor's degree in Business, Marketing, Communications, or a related field.
  • Minimum of 5-7 years of experience in customer experience management, customer service leadership, or a related field.
  • Proven track record of designing and implementing successful customer experience strategies.
  • Strong understanding of UX principles and customer journey mapping.
  • Excellent analytical and problem-solving skills, with experience in data analysis.
  • Exceptional leadership, communication, and interpersonal skills.
  • Proficiency with CRM and customer support platforms.
  • Demonstrated ability to lead and manage remote teams effectively.
  • Passion for delivering outstanding customer service and driving loyalty.
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Senior Customer Experience Manager

00100 Abothuguchi West KES6800000 Annually WhatJobs

Posted 10 days ago

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Job Description

full-time
Our client is seeking a passionate and strategic Senior Customer Experience Manager to elevate their customer service operations. This role is 100% remote, enabling you to lead and inspire a team from anywhere. You will be responsible for developing and implementing customer experience strategies that foster loyalty, satisfaction, and advocacy. This includes managing customer service teams, optimizing support channels, analyzing customer feedback, and driving improvements across the customer journey. You will collaborate with product, marketing, and sales teams to ensure a seamless and positive customer experience. The ideal candidate will possess a Bachelor's degree in Business Administration, Marketing, Communications, or a related field, with at least 7 years of experience in customer service, customer experience management, or a related leadership role. Proven experience in developing and executing customer experience strategies, managing customer support operations (including omnichannel support), and utilizing CRM systems and customer feedback tools is essential. Strong analytical skills to interpret customer data and identify areas for improvement are required. Excellent leadership, communication, and interpersonal skills are paramount for managing remote teams and influencing stakeholders across the organization. You should be adept at problem-solving, empathetic towards customer needs, and committed to driving continuous improvement in service delivery. As this is a remote-first role, strong self-motivation, excellent organizational skills, and the ability to foster a strong team culture virtually are critical. This is an exciting opportunity to make a significant impact on customer satisfaction and retention in a flexible, remote work environment, with a competitive salary and growth opportunities.
Responsibilities:
  • Develop and implement comprehensive customer experience strategies.
  • Lead, manage, and mentor customer service and support teams.
  • Oversee customer support channels (phone, email, chat, social media) to ensure high service levels.
  • Analyze customer feedback, metrics, and trends to identify areas for improvement.
  • Collaborate with cross-functional teams to enhance the overall customer journey.
  • Develop and implement customer service policies and procedures.
  • Drive initiatives to improve customer satisfaction, retention, and loyalty.
  • Manage and optimize CRM systems and customer support tools.
  • Train and coach team members on best practices in customer service and experience.
  • Report on customer experience performance and key metrics to senior management.
Qualifications:
  • Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
  • Minimum of 7 years of experience in customer experience or customer service management.
  • Proven experience in developing and executing CX strategies.
  • Strong leadership and team management skills, especially in a remote setting.
  • Proficiency with CRM software and customer support platforms.
  • Excellent analytical and problem-solving abilities.
  • Strong communication and interpersonal skills.
  • Experience in data analysis and reporting on customer metrics.
  • Ability to work autonomously and foster a positive team environment virtually.
  • Deep understanding of customer service best practices.
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Senior Customer Experience Manager

80100 Nairobi, Nairobi KES80000 Annually WhatJobs

Posted 18 days ago

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Job Description

full-time
Our client is seeking an experienced and strategic Senior Customer Experience Manager to champion exceptional customer journeys across all touchpoints. This is a fully remote position, offering the flexibility to work from anywhere. You will be responsible for designing, implementing, and measuring strategies that enhance customer satisfaction, loyalty, and advocacy. This involves understanding customer needs, identifying pain points, and collaborating with cross-functional teams to deliver seamless and positive experiences. The ideal candidate will have a deep understanding of customer-centric methodologies and a proven ability to lead and inspire remote teams.

Key Responsibilities:
  • Develop and execute a comprehensive customer experience strategy aligned with business objectives.
  • Map customer journeys and identify key moments of truth and opportunities for improvement.
  • Design and implement initiatives to enhance customer satisfaction, loyalty, and retention.
  • Oversee customer feedback mechanisms (surveys, reviews, social listening) and translate insights into actionable plans.
  • Collaborate with product, marketing, sales, and support teams to ensure a consistent and positive customer experience.
  • Establish key performance indicators (KPIs) for customer experience and track progress regularly.
  • Train and mentor customer-facing teams on best practices in customer service and engagement.
  • Manage customer service technologies and tools to optimize efficiency and effectiveness.
  • Act as a customer advocate within the organization, ensuring their needs are understood and addressed.
  • Stay abreast of industry best practices and emerging trends in customer experience management.
Qualifications:
  • Bachelor's degree in Marketing, Business Administration, Communications, or a related field.
  • Minimum of 6 years of experience in customer experience, customer service management, or a related role.
  • Demonstrated success in developing and implementing customer-centric strategies.
  • Strong understanding of customer journey mapping, persona development, and feedback analysis.
  • Excellent analytical and problem-solving skills, with the ability to interpret data and derive insights.
  • Exceptional communication, presentation, and interpersonal skills.
  • Proven ability to lead and motivate cross-functional teams in a remote setting.
  • Experience with CRM systems and customer experience management platforms.
  • A passion for creating outstanding customer interactions and building lasting relationships.
  • Ability to adapt to changing business needs and priorities.
This is a fantastic opportunity for a customer experience visionary to drive impactful changes for our client. The role is linked to **Mombasa, Mombasa, KE**, operating fully remotely.
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Senior Customer Experience Manager

20100 Mwembe KES190000 Annually WhatJobs

Posted 8 days ago

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Job Description

full-time
Our client is seeking a highly empathetic and strategic Senior Customer Experience Manager to lead their customer support initiatives. This role is fully remote and will be responsible for enhancing the overall customer journey, ensuring satisfaction, and building lasting relationships. You will oversee the customer service and helpdesk teams, develop and implement best practices, and leverage data to drive improvements in service quality and efficiency. The ideal candidate will have a proven track record in customer success, a deep understanding of customer service operations, and excellent leadership skills.

Key Responsibilities:
  • Develop and implement a comprehensive customer experience strategy to enhance customer satisfaction and loyalty.
  • Lead, manage, and coach the customer service and helpdesk teams, fostering a positive and high-performing environment.
  • Define and monitor key customer experience metrics (e.g., CSAT, NPS, CES) and implement strategies to achieve target scores.
  • Analyze customer feedback and interaction data to identify pain points and areas for improvement in products, services, and processes.
  • Develop and refine customer support processes, workflows, and service level agreements (SLAs).
  • Implement and manage customer support tools and technologies, ensuring efficient operations and data integrity.
  • Create and maintain customer-facing knowledge bases, FAQs, and support documentation.
  • Train and mentor customer service representatives on product knowledge, communication skills, and problem-solving techniques.
  • Collaborate with other departments (e.g., Product, Sales, Marketing) to ensure a consistent and positive customer experience across all touchpoints.
  • Handle escalated customer issues and complaints, resolving them efficiently and effectively.
  • Champion a customer-centric culture throughout the organization.
Qualifications:
  • Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
  • Minimum of 6 years of experience in customer service, customer support, or customer success management, with at least 2 years in a leadership role.
  • Proven experience in developing and implementing customer experience strategies.
  • Strong understanding of customer support operations, helpdesk software, and CRM systems.
  • Excellent leadership, coaching, and team management skills.
  • Exceptional problem-solving, analytical, and communication skills.
  • Proficiency in analyzing customer data and translating insights into actionable improvements.
  • Ability to manage multiple priorities and thrive in a fast-paced, remote environment.
  • Strong empathy and a genuine passion for delivering outstanding customer service.
  • Experience with performance management and team development.
This is a fully remote role, offering the flexibility to work from anywhere. Our client is dedicated to providing exceptional customer experiences through its remote support network. While the original context links to **Nakuru, Nakuru, KE**, this position is location-independent and values talent globally. You will be instrumental in shaping our customer interactions and driving satisfaction.
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Senior Customer Experience Manager

40100 Garissa, North Eastern KES120000 Annually WhatJobs

Posted 5 days ago

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Job Description

full-time
Our client is seeking a seasoned and strategic Senior Customer Experience Manager to lead their customer service operations in a fully remote capacity. This pivotal role will focus on defining, implementing, and continuously improving the customer journey to ensure unparalleled satisfaction and loyalty. The ideal candidate will have a deep understanding of customer service best practices, exceptional leadership skills, and a passion for creating positive customer interactions. You will be responsible for managing a remote team of customer support professionals, setting performance metrics, and providing coaching and development. Key responsibilities include analyzing customer feedback, identifying pain points, and developing actionable strategies to enhance service delivery across all touchpoints. This role requires a data-driven approach to understanding customer behavior and leveraging insights to optimize operational efficiency and service quality. You will also play a critical role in designing and implementing customer service policies, procedures, and training programs. Collaborating with product development, marketing, and sales teams will be essential to ensure a cohesive and customer-centric approach across the organization. The successful candidate will possess strong problem-solving abilities, excellent communication skills, and a proven track record of driving customer satisfaction in a remote environment. If you are a forward-thinking leader dedicated to elevating customer experiences, we encourage you to apply.

Responsibilities:
  • Lead and manage a remote customer service team.
  • Develop and implement customer service strategies and initiatives.
  • Monitor and analyze customer feedback and satisfaction metrics.
  • Identify opportunities for service improvement and implement solutions.
  • Develop and deliver customer service training programs.
  • Ensure consistent delivery of high-quality customer support.
  • Manage customer escalations and resolve complex issues.
  • Collaborate with other departments to enhance the overall customer journey.
  • Stay up-to-date with industry trends and best practices in customer experience.
  • Drive a culture of customer-centricity within the organization.

Qualifications:
  • Bachelor's degree in Business Administration, Marketing, or a related field.
  • Minimum of 6 years of experience in customer service management or customer experience.
  • Proven experience managing remote customer support teams.
  • Strong leadership, coaching, and motivational skills.
  • Excellent analytical and problem-solving abilities.
  • Exceptional communication and interpersonal skills.
  • Proficiency in customer relationship management (CRM) software.
  • Ability to work independently and manage a remote team effectively.
  • Demonstrated success in improving customer satisfaction and loyalty.
This is a unique opportunity to shape exceptional customer interactions from anywhere. The role is fully remote, supporting a global client base, and allows for operational flexibility from locations like Garissa, Garissa, KE , or other preferred remote settings.
This advertiser has chosen not to accept applicants from your region.
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Senior Customer Experience Manager

10100 Abothuguchi West KES115000 Annually WhatJobs

Posted 1 day ago

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Job Description

full-time
Our client, a globally recognized technology company, is seeking a highly accomplished Senior Customer Experience Manager to lead their fully remote customer support and success initiatives. This role is crucial in ensuring our client's customers receive exceptional service and achieve maximum value from their products. You will be responsible for developing and implementing customer experience strategies, managing a distributed support team, and driving initiatives to enhance customer satisfaction and loyalty. This is a remote-first position, demanding strong leadership and communication skills across virtual platforms.

Key Responsibilities:
  • Develop and execute comprehensive customer experience strategies that align with business objectives and customer needs.
  • Lead, mentor, and manage a global team of remote customer support representatives and technical support specialists.
  • Define and monitor key performance indicators (KPIs) for customer satisfaction, issue resolution times, and Net Promoter Score (NPS).
  • Implement and continuously improve customer support processes and workflows to ensure efficiency and effectiveness.
  • Develop and maintain comprehensive knowledge base articles, FAQs, and self-service resources.
  • Identify customer pain points and work cross-functionally with product, engineering, and sales teams to implement solutions.
  • Manage customer escalations and ensure timely and satisfactory resolution of complex issues.
  • Analyze customer feedback and data to identify trends and opportunities for service improvement.
  • Champion a customer-centric culture throughout the organization.
  • Oversee the adoption and utilization of customer support technologies and tools.

Required Qualifications:
  • Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
  • Minimum of 7 years of experience in customer service, customer success, or a related field, with at least 3 years in a management or leadership role.
  • Proven track record of developing and implementing successful customer experience strategies.
  • Demonstrated experience in managing and motivating remote teams.
  • Excellent understanding of customer support best practices, methodologies, and technologies (e.g., CRM, ticketing systems, knowledge bases).
  • Strong analytical and problem-solving skills, with the ability to interpret customer data and feedback.
  • Exceptional communication, interpersonal, and conflict-resolution skills.
  • Ability to collaborate effectively with cross-functional teams in a virtual environment.
  • Proven ability to manage multiple priorities and thrive in a fast-paced, dynamic, and remote setting.
  • Experience in the technology or SaaS industry is highly desirable.
This fully remote role offers the opportunity to shape exceptional customer journeys from anywhere in the world, making a significant impact on customer retention and brand reputation.
This advertiser has chosen not to accept applicants from your region.
 

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