73 Customer Experience Management jobs in Kenya

We are looking for a Customer Experience Manager - Mobility to join our Mobility team as we scale up and drive digital and financial inclusion across our markets.
As our Customer Experience Manager - Mobility, you will be responsible for developing and executing strategies that deliver seamless, customer-centric experiences across all Mobility Retail outlet service touchpoints.

You will ensure seamless end-to-end motorbikes onboarding, proactively identify and address customer needs, maintain consistent service standards, and use feedback to drive continuous improvement.

By leveraging data insights, process innovation, and cross-functional collaboration, you will enhance customer satisfaction, build brand loyalty, and strengthen our organization's competitive edge.

About Us
In this role, you will be at the forefront of transforming our customer experience across all Mobility Retail outlets. Your primary focus will be maintaining End-to-End Motorbike Onboarding across all retail outlets, ensuring our customers receive exceptional service from the moment they walk through our doors. You will monitor and improve key customer satisfaction metrics including CSAT and NPS scores, using sophisticated feedback mechanisms to identify service gaps and opportunities for enhancement.

Working collaboratively with IT, marketing, product, and sales teams, you will align customer service strategies with broader business goals while designing, testing, and documenting new processes that improve mobility customer onboarding and service delivery. You will develop and deliver comprehensive staff training programs on retail customer service best practices, product knowledge, and process protocols, ensuring our teams are equipped to deliver world-class service.

Your analytical skills will be put to excellent use as you establish and monitor Service Level Agreements (SLAs) to ensure timely and effective customer query resolution, while analyzing customer feedback to generate actionable reports for leadership decision-making. Additionally, you will oversee budget preparation, vendor payments, and financial operations related to M-KOPA Mobility Retail functions, building and maintaining strong vendor relationships.

This is an on-site role, you would be working from our offices in Kenya, partnering with a diverse group of employees from our different markets and locations. You will be reporting to the General Manager while leading a team of Mobility Customer Experience Officers and Mobility Field Service Officers.

Expertise
We are looking for a seasoned professional who can lead, coach, and mentor teams while fostering a high-performance culture through continuous feedback, training, and professional development.

You should have a bachelor's degree in business administration or a related field with 7+ years of experience in customer experience management, retail operations, or related roles.

Your demonstrated ability to lead and train teams with a focus on performance improvement, combined with excellent communication and stakeholder engagement skills, will be essential for success in this role. Technical proficiency in MS Office Suite, Google Suite, and CRM systems (e.g., Freshdesk) is required, along with strong problem-solving ability and a track record of driving data-driven improvements.

Being fluent in both English and Swahili is essential for this role, as you will be working directly with diverse customer bases and team members.

If you thrive in a fast-paced environment where continuous improvement and customer-centricity are at the heart of everything we do, and you are passionate about building exceptional customer experiences that drive business growth, this could be the perfect opportunity for you.

Why M-KOPA?
At M-KOPA, we empower our people to own their careers through diverse development programs, coaching partnerships, and on-the-job training. We support individual journeys with family-friendly policies, prioritize well-being, and embrace flexibility.

Join us in shaping the future of M-KOPA as we grow together. Explore more at
m-
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Recognized four times by the Financial Times as one Africa's fastest growing companies (2022, 2023, 2024 and 2025) and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 5 million customers, unlocking $1.5 billion in cumulative credit for the unbanked across Africa.
Important Notice
M-KOPA is an equal opportunity and affirmative action employer committed to assembling a diverse, broadly trained staff. Women, minorities, and people with disabilities are strongly encouraged to apply.
M-KOPA explicitly prohibits the use of Forced or Child Labour and respects the rights of its employees to agree to terms and conditions of employment voluntarily, without coercion, and freely terminate their employment on appropriate notice. M-KOPA shall ensure that its Employees are of legal working age and shall comply with local laws for youth employment or student work, such as internships or apprenticeships.
M-KOPA does not collect/charge any money as a pre-employment or post-employment requirement. This means that we never ask for 'recruitment fees', 'processing fees', 'interview fees', or any other kind of money in exchange for offer letters or interviews at any time during the hiring process.
Applications for this position will be reviewed on a rolling basis. Shortlisting and interviews will take place at any stage during the recruitment process. We reserve the right to close the vacancy early if a suitable candidate is selected before the advertised closing date.

• Develop and implement comprehensive customer experience strategies aligned with business objectives.
• Lead, coach, and mentor a remote team of customer support professionals, fostering a positive and high-performance culture.
• Define and monitor key performance indicators (KPIs) for customer service, including satisfaction scores, response times, and resolution rates.
• Analyze customer feedback, data, and trends to identify areas for improvement and implement actionable solutions.
• Design and optimize customer service workflows, processes, and communication channels.
• Develop and maintain customer service policies and procedures.
• Collaborate with product, marketing, and sales teams to ensure a seamless customer journey.
• Manage and optimize customer service technologies, such as CRM and helpdesk software.
• Handle escalated customer issues and provide effective resolutions.
• Stay abreast of industry best practices and emerging trends in customer experience management.
• Develop training programs to enhance the skills and knowledge of the customer support team.
• Report on customer experience performance to senior management.

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
• Minimum of 5 years of experience in customer service management, with a proven track record in improving customer experience.
• Demonstrated success in leading and developing remote teams.
• Strong understanding of customer service principles, methodologies, and best practices.
• Proficiency in CRM and helpdesk software (e.g., Zendesk, Salesforce).
• Excellent analytical, problem-solving, and strategic thinking skills.
• Exceptional communication, interpersonal, and leadership abilities.
• Experience in developing and implementing customer service strategies.
• Ability to work independently and manage multiple projects in a fast-paced, remote environment.
• Familiarity with e-commerce operations is a plus.

• Develop and implement comprehensive customer experience strategies aligned with business objectives.
• Design and optimize customer journey maps, identifying key touchpoints and areas for improvement.
• Establish and monitor key performance indicators (KPIs) for customer service, including customer satisfaction (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES).
• Manage and lead the customer service team, providing coaching, training, and performance management.
• Implement and refine customer feedback mechanisms (surveys, reviews, social listening) and analyze data to derive actionable insights.
• Develop and maintain customer service policies, procedures, and quality standards.
• Collaborate with product, marketing, and sales teams to ensure a seamless and consistent customer experience.
• Identify opportunities for service innovation and technology adoption to enhance customer interactions.
• Handle escalated customer complaints and resolve complex issues effectively.
• Champion a customer-centric culture within the organization through training and communication.

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
• Minimum of 7 years of experience in customer service, customer experience management, or a related field.
• Proven experience in developing and implementing successful customer experience strategies.
• Strong understanding of customer journey mapping, feedback collection, and data analysis.
• Demonstrated leadership experience managing customer service teams.
• Excellent problem-solving, decision-making, and conflict-resolution skills.
• Exceptional communication, interpersonal, and presentation skills.
• Proficiency in customer relationship management (CRM) software and customer service platforms.
• Ability to work independently and lead a remote team effectively.
• Strong analytical skills and data-driven decision-making capabilities.

• 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.

• Develop and implement comprehensive customer experience strategies to enhance customer satisfaction and loyalty.
• Manage and oversee day-to-day operations of remote customer service teams.
• Analyze customer feedback, support tickets, and engagement metrics to identify trends and areas for improvement.
• Design and implement initiatives to improve customer service processes and workflows.
• Train, coach, and mentor remote customer service representatives to ensure high performance and service quality.
• Collaborate with product, sales, and marketing teams to ensure a unified customer experience.
• Develop and maintain customer service policies, procedures, and documentation.
• Monitor key performance indicators (KPIs) related to customer satisfaction, response times, and resolution rates.
• Champion a customer-centric culture throughout the organization.
• Manage customer escalations and resolve complex customer issues effectively.

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
• Minimum of 5-7 years of experience in customer service management or customer experience roles, with proven success in leading remote teams.
• In-depth knowledge of customer service software, CRM systems, and support platforms.
• Strong analytical and problem-solving skills, with the ability to interpret data and make actionable recommendations.
• Excellent communication, interpersonal, and leadership skills.
• Proven ability to develop and deliver effective training programs.
• Experience in developing and implementing customer satisfaction initiatives.
• Ability to manage multiple priorities and work effectively in a fast-paced, remote environment.
• Customer-focused mindset with a passion for delivering exceptional service.
• Familiarity with customer journey mapping and service design principles is a plus.

• Develop and execute a comprehensive customer experience strategy for the e-commerce platform, focusing on personalization and ease of use.
• Oversee the daily operations of the remote customer support team, including handling inquiries, resolving issues, and managing customer escalations.
• Implement and refine customer service policies and procedures to ensure consistent, high-quality support.
• Analyze customer feedback, website analytics, and sales data to identify areas for improvement in the customer journey.
• Collaborate with marketing, product, and web development teams to ensure a unified brand message and seamless customer experience.
• Develop and deliver training programs for the customer support team to enhance product knowledge and service skills.
• Manage customer relationship management (CRM) systems and other relevant customer experience technologies.
• Identify opportunities to leverage new technologies and innovative approaches to improve customer engagement.
• Monitor key performance indicators (KPIs) such as customer satisfaction scores (CSAT), net promoter score (NPS), and customer retention rates.
• Champion a customer-first culture within the organization, ensuring that all decisions prioritize customer needs.

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
• Minimum of 4-6 years of experience in customer experience, customer service management, or e-commerce operations, with a significant portion in a remote or virtual capacity.
• Proven ability to lead and motivate a remote team.
• Strong understanding of e-commerce platforms, digital marketing, and online retail best practices.
• Experience with CRM software (e.g., Salesforce, Zendesk) and customer analytics tools.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to interpret data and translate insights into actionable strategies.
• Demonstrated passion for delivering exceptional customer service in a retail context.
• Experience in the retail sector, particularly within the **Kitale, Trans-Nzoia, KE** region (understanding local market dynamics is a plus, though the role is remote).

• Develop and execute strategies to enhance omnichannel customer experiences.
• Map customer journeys and identify opportunities for improvement across all touchpoints.
• Analyze customer feedback, metrics, and data to identify trends and insights.
• Implement initiatives to improve customer satisfaction, loyalty, and retention.
• Collaborate with cross-functional teams to ensure seamless customer interactions.
• Develop and maintain customer service standards and best practices.
• Champion a customer-centric culture throughout the organization.
• Manage customer feedback systems and resolution processes.
• Report on key customer experience metrics and performance indicators.
• Lead projects focused on improving customer journey efficiency and effectiveness.

• Bachelor's degree in Business Administration, Marketing, or a related field.
• Minimum of 7 years of experience in customer experience, customer service management, or a related field, with a focus on omnichannel strategies.
• Proven experience in designing and optimizing customer journeys.
• Strong analytical skills with experience in customer data analysis and reporting.
• Proficiency in CRM systems and customer experience management tools.
• Excellent communication, presentation, and stakeholder management skills.
• Demonstrated ability to lead cross-functional teams and drive change.
• Experience in developing and implementing customer service strategies.
• Ability to work independently and manage priorities effectively in a remote setting.
• A passion for delivering outstanding customer experiences.

• Develop and execute a comprehensive customer experience strategy aligned with business objectives and customer needs.
• Lead, mentor, and inspire a remote team of customer support agents, fostering a culture of excellence and customer advocacy.
• Establish key performance indicators (KPIs) for customer satisfaction, response times, resolution rates, and other relevant metrics.
• Analyze customer feedback, survey data, and support interactions to identify trends, pain points, and opportunities for improvement.
• Implement and optimize customer support tools and technologies to enhance efficiency and effectiveness.
• Design and deliver training programs for customer-facing staff to ensure consistent service delivery and product knowledge.
• Collaborate with product, marketing, and sales teams to ensure a cohesive and integrated customer experience.
• Manage customer escalations and resolve complex issues with professionalism and efficiency.
• Champion customer-centric initiatives throughout the organization.

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field. Master's degree is a plus.
• Minimum of 7 years of experience in customer service, customer experience management, or a related field, with at least 3 years in a leadership capacity.
• Proven track record of designing and implementing successful customer experience strategies that have demonstrably improved customer satisfaction and loyalty.
• Exceptional leadership, coaching, and team-building skills, with the ability to motivate and manage a remote workforce.
• Strong analytical skills with the ability to interpret data, derive insights, and make data-driven decisions.
• Excellent communication, interpersonal, and problem-solving skills.
• Proficiency in customer relationship management (CRM) software and customer support platforms.
• Experience in e-commerce or retail environments is highly advantageous.
• Demonstrated ability to thrive in a fast-paced, dynamic, and fully remote work environment.