2 Customer Experience Manager jobs in Kenya
Job Description
Our client, a dynamic and forward-thinking e-commerce platform, is seeking an experienced and visionary Customer Experience Manager to lead their fully remote customer service and support operations. This crucial role is responsible for defining and executing strategies that elevate customer satisfaction, loyalty, and overall brand perception. You will manage a distributed team of customer support specialists, drive process improvements, and leverage data analytics to understand customer needs and pain points. Your expertise will be key in shaping exceptional customer journeys and ensuring consistent, high-quality service across all touchpoints. This is an opportunity to shape the future of customer interaction within a rapidly growing online business.
Key Responsibilities:
Required Qualifications:
This role offers a unique opportunity to build and lead a best-in-class remote customer experience function. This position is based in **Bungoma, Bungoma, KE**, and is fully remote.
Key Responsibilities:
- 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.
Required Qualifications:
- 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.
This role offers a unique opportunity to build and lead a best-in-class remote customer experience function. This position is based in **Bungoma, Bungoma, KE**, and is fully remote.
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Job Description
Our client is actively recruiting a strategic and customer-centric Customer Experience Manager to lead their fully remote customer support operations. This pivotal role is responsible for defining and implementing strategies that enhance customer satisfaction, loyalty, and overall experience across all touchpoints. You will be instrumental in building a world-class customer service function that differentiates our client in the market. The ideal candidate will possess a deep understanding of customer journey mapping, service design principles, and data-driven approaches to improving customer interactions. Responsibilities will include analyzing customer feedback and behavior to identify areas for improvement, developing and deploying customer service policies and procedures, training and coaching the customer support team to deliver exceptional service, and managing customer escalations with empathy and efficiency. You will also collaborate with cross-functional teams, including product, marketing, and sales, to ensure a cohesive and positive customer journey. As this is a fully remote position, exceptional leadership skills, strong communication and interpersonal abilities, and the capacity for self-management and effective remote team leadership are paramount. Proficiency in CRM systems, customer feedback tools, and data analysis is required. We are looking for an innovative leader who is passionate about creating delightful customer experiences and driving measurable improvements in customer satisfaction and retention. This opportunity offers the flexibility to manage a remote team and influence customer strategy from anywhere in Kenya. Your ability to foster a customer-first culture will be key to your success. The role is based in the region of Naivasha, Nakuru, KE , though the position is fully remote.
This advertiser has chosen not to accept applicants from your region.
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