370 Lead Customer Experience Strategist jobs in Kenya
Lead Customer Experience Strategist
Posted 20 days ago
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Job Description
Our client is searching for a visionary Lead Customer Experience Strategist to champion exceptional customer service and support across all touchpoints. This is a fully remote position, enabling you to design and implement customer-centric strategies from anywhere. You will be responsible for defining and refining the customer journey, developing innovative support solutions, and ensuring consistent delivery of outstanding service. Your passion for understanding customer needs and driving loyalty will be paramount.
Responsibilities:
Responsibilities:
- Develop and implement a comprehensive customer experience strategy aligned with business objectives.
- Map out the customer journey, identifying key touchpoints and opportunities for improvement.
- Design and optimize customer service processes, workflows, and scripts.
- Lead a remote team of customer service representatives and support specialists.
- Implement and manage customer feedback mechanisms (surveys, reviews, social listening).
- Analyze customer data to identify trends, pain points, and areas for enhancement.
- Develop training programs and materials to ensure consistent service delivery and product knowledge.
- Collaborate with product and marketing teams to advocate for customer needs.
- Drive initiatives to improve customer satisfaction, loyalty, and retention.
- Stay abreast of emerging trends and best practices in customer service and experience management.
- Bachelor's degree in Marketing, Business Administration, Communications, or a related field.
- Minimum of 6 years of experience in customer service management, customer experience, or a related role.
- Proven ability to develop and execute successful customer experience strategies.
- Strong understanding of customer journey mapping, service design, and CRM systems.
- Excellent analytical skills with the ability to interpret customer data and feedback.
- Exceptional leadership, coaching, and team-building skills, especially for remote teams.
- Outstanding written and verbal communication skills.
- Proficiency in customer service software and ticketing systems.
- Demonstrated ability to manage multiple projects and prioritize effectively.
- A passion for creating positive and memorable customer interactions.
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Remote Lead Customer Experience Strategist
Posted 13 days ago
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Job Description
Our client is seeking a visionary and results-oriented Lead Customer Experience Strategist to join our fully remote team. In this critical role, you will be responsible for designing, implementing, and overseeing customer experience initiatives that foster loyalty, satisfaction, and growth across all touchpoints. You will lead a team of customer experience professionals, driving innovation and ensuring a consistent, high-quality customer journey. This position requires a deep understanding of customer psychology, journey mapping, and the ability to translate insights into impactful strategies.
Key responsibilities include developing and refining customer journey maps, identifying pain points and opportunities for improvement, and defining key metrics to measure customer satisfaction and loyalty (e.g., NPS, CSAT). You will collaborate with various departments, including marketing, sales, product development, and support, to ensure a cohesive and integrated customer experience. The Lead Customer Experience Strategist will be responsible for designing and implementing customer feedback mechanisms, analyzing feedback to identify trends, and developing action plans to address customer needs. You will also champion a customer-centric culture throughout the organization, advocating for the customer at every level.
We are looking for an individual with a proven track record in customer experience management, strong analytical and strategic thinking skills, and exceptional leadership capabilities. Experience with CX platforms and tools is highly desirable. As this is a fully remote position, candidates must demonstrate excellent communication, collaboration, and self-management skills, thriving in a virtual team environment. You will have the opportunity to shape the future of customer interactions, driving business success through unparalleled customer satisfaction. This role offers a competitive salary and benefits, along with the flexibility of a fully remote work arrangement. This position supports our business in Embu, Embu, KE , offering the significant advantage of remote work.
Key responsibilities include developing and refining customer journey maps, identifying pain points and opportunities for improvement, and defining key metrics to measure customer satisfaction and loyalty (e.g., NPS, CSAT). You will collaborate with various departments, including marketing, sales, product development, and support, to ensure a cohesive and integrated customer experience. The Lead Customer Experience Strategist will be responsible for designing and implementing customer feedback mechanisms, analyzing feedback to identify trends, and developing action plans to address customer needs. You will also champion a customer-centric culture throughout the organization, advocating for the customer at every level.
We are looking for an individual with a proven track record in customer experience management, strong analytical and strategic thinking skills, and exceptional leadership capabilities. Experience with CX platforms and tools is highly desirable. As this is a fully remote position, candidates must demonstrate excellent communication, collaboration, and self-management skills, thriving in a virtual team environment. You will have the opportunity to shape the future of customer interactions, driving business success through unparalleled customer satisfaction. This role offers a competitive salary and benefits, along with the flexibility of a fully remote work arrangement. This position supports our business in Embu, Embu, KE , offering the significant advantage of remote work.
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Lead Customer Experience Strategist - Remote
Posted 22 days ago
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Job Description
Our client is looking for an exceptional Lead Customer Experience Strategist to join their fully remote team and elevate their customer support and engagement initiatives. This role is critical in defining and executing strategies that foster exceptional customer satisfaction, loyalty, and advocacy across all touchpoints. The ideal candidate will have a profound understanding of customer journey mapping, service design, user experience principles, and data-driven decision-making. You should possess a Bachelor's degree in Marketing, Business Administration, Psychology, or a related field, with a minimum of 6 years of experience in customer experience management, customer service leadership, or related roles, with a significant portion in a remote setting. Proven ability to design and implement customer-centric programs, analyze customer feedback, and drive improvements in service quality is essential. Responsibilities include developing comprehensive CX strategies, identifying key areas for improvement in support processes and agent performance, implementing new service technologies (e.g., AI chatbots, advanced ticketing systems), training and mentoring customer service teams, monitoring key CX metrics (NPS, CSAT, CES), and collaborating with product and marketing teams to ensure a consistent brand experience. You must be adept at using data analytics to uncover insights and inform strategic decisions. Excellent leadership, communication, and interpersonal skills are paramount for effectively guiding a remote team and championing the voice of the customer. This is a challenging and rewarding opportunity to make a tangible impact on customer relationships and business success. The position offers a competitive salary, comprehensive benefits, and the flexibility to work from home. The role is conceptually based in Ruiru, Kiambu, KE , but is performed entirely remotely.
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Lead Customer Experience (CX) Strategist
Posted 22 days ago
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Job Description
Our client, a company dedicated to exceptional client satisfaction, is searching for a visionary Lead Customer Experience (CX) Strategist to spearhead their fully remote customer service and helpdesk operations. This role is integral to defining and implementing strategies that enhance customer satisfaction, loyalty, and overall experience across all touchpoints. The ideal candidate will possess a deep understanding of customer journey mapping, service design principles, and best practices in customer support management, coupled with a passion for creating seamless and positive interactions. You will be responsible for analyzing customer feedback, identifying pain points, and developing innovative solutions to improve service delivery and support processes. This includes designing and optimizing workflows for customer service agents, implementing new support technologies, and establishing key performance indicators (KPIs) to measure CX effectiveness. Your role will involve collaborating with various departments to ensure a consistent and high-quality customer experience. Excellent communication, leadership, and analytical skills are essential for success in this remote-first environment. You must be adept at managing a distributed team, fostering a culture of customer-centricity, and driving continuous improvement initiatives. This is a unique opportunity to shape the customer experience for a growing brand, impacting clients in **Nyeri, Nyeri, KE** and globally, while enjoying the flexibility of remote work.
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Lead Remote Customer Experience Strategist - Hospitality
Posted 22 days ago
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Job Description
Our client, a prestigious international hospitality group, is seeking an innovative and experienced Lead Remote Customer Experience Strategist to redefine guest interactions through digital channels. This is a 100% remote position, offering the flexibility to work from any location while driving exceptional guest satisfaction across our client's diverse portfolio of properties. You will be responsible for conceptualizing, developing, and implementing cutting-edge strategies to enhance the end-to-end guest journey, from initial inquiry to post-stay engagement, all through virtual touchpoints.
Responsibilities:
Qualifications:
This is a fully remote opportunity for a talented professional eager to shape the future of hospitality customer experience. While the role pertains to operations in **Eldoret, Uasin Gishu, KE**, the position is conducted entirely remotely.
Responsibilities:
- Develop and execute a comprehensive remote customer experience strategy aligned with the company's brand values and guest expectations.
- Analyze guest feedback data from various digital channels (surveys, social media, online reviews) to identify areas for improvement.
- Design and optimize digital touchpoints across the guest lifecycle, including booking, pre-arrival, in-stay, and post-stay communications.
- Implement and manage customer relationship management (CRM) systems to personalize guest interactions and track engagement.
- Collaborate with marketing, operations, and technology teams to ensure seamless integration of CX initiatives.
- Create compelling content and communication materials for digital platforms that enhance the guest experience.
- Lead and mentor a virtual team of CX specialists, providing guidance and fostering professional development.
- Monitor key performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and guest retention rates.
- Research industry trends and emerging technologies to identify opportunities for innovation in remote hospitality CX.
- Develop and deliver training programs for remote staff on customer service best practices and digital engagement.
- Resolve complex guest issues escalated through remote channels, ensuring timely and satisfactory resolutions.
- Advocate for the guest experience across all levels of the organization.
Qualifications:
- Bachelor's degree in Hospitality Management, Marketing, Business Administration, or a related field. MBA is a plus.
- Minimum of 8 years of experience in customer experience, marketing, or operations within the hospitality industry.
- Demonstrated success in developing and implementing impactful CX strategies, with a strong emphasis on digital and remote engagement.
- In-depth understanding of the hospitality guest journey and touchpoints.
- Proficiency with CRM software, customer feedback platforms, and data analytics tools.
- Excellent analytical, strategic thinking, and problem-solving skills.
- Exceptional communication, leadership, and interpersonal skills, with the ability to influence and collaborate effectively across a remote workforce.
- Experience managing and developing virtual teams.
- Creative mindset with a passion for delivering outstanding guest experiences.
- Familiarity with online travel agencies (OTAs) and digital booking platforms.
This is a fully remote opportunity for a talented professional eager to shape the future of hospitality customer experience. While the role pertains to operations in **Eldoret, Uasin Gishu, KE**, the position is conducted entirely remotely.
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4
Head of Digital Marketing Strategy
Posted 20 days ago
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Job Description
Our client, a rapidly expanding e-commerce platform, is seeking a visionary and results-driven Head of Digital Marketing Strategy to spearhead their online presence and customer acquisition efforts. This is a fully remote position, offering the flexibility to shape impactful marketing campaigns from anywhere in Kenya. You will be responsible for developing and executing comprehensive digital marketing strategies across multiple channels to drive brand awareness, engagement, and conversions. This role requires a deep understanding of the digital marketing landscape, data analytics, and a proven ability to lead and inspire a remote team.
Key Responsibilities:
Key Responsibilities:
- Develop and implement a holistic digital marketing strategy aligned with overall business objectives.
- Oversee and optimize all digital marketing channels, including SEO, SEM, social media marketing, email marketing, content marketing, and affiliate marketing.
- Define key performance indicators (KPIs) for all digital marketing campaigns and track performance against these metrics.
- Utilize data analytics tools to monitor campaign effectiveness, identify trends, and derive actionable insights.
- Manage the digital marketing budget, ensuring efficient allocation of resources to maximize ROI.
- Lead and mentor a team of digital marketing specialists, fostering a collaborative and high-performance remote work culture.
- Conduct market research and competitor analysis to identify new opportunities and stay ahead of industry trends.
- Develop and execute innovative customer acquisition and retention strategies.
- Collaborate with product, sales, and creative teams to ensure brand consistency and effective campaign messaging.
- Stay abreast of the latest digital marketing technologies, platforms, and best practices.
- Manage relationships with external agencies and vendors as needed.
- Bachelor's degree in Marketing, Business Administration, Communications, or a related field. A Master's degree is a plus.
- A minimum of 8 years of experience in digital marketing, with at least 3 years in a strategic leadership role.
- Proven success in developing and executing successful digital marketing strategies across various channels.
- Deep understanding of SEO, SEM, social media platforms, email marketing automation, and content management systems.
- Proficiency in using analytics tools such as Google Analytics, Adobe Analytics, and other relevant platforms.
- Strong understanding of customer segmentation, A/B testing, and conversion rate optimization (CRO).
- Excellent leadership, communication, and interpersonal skills, with the ability to manage and motivate a remote team.
- Strategic thinker with strong analytical and problem-solving abilities.
- Experience in e-commerce marketing is highly desirable.
- Ability to adapt quickly to a fast-paced and evolving digital environment.
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5
Digital Marketing Strategy Lead
Posted 20 days ago
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Job Description
Our client, a dynamic e-commerce innovator, is looking for a creative and data-driven Digital Marketing Strategy Lead to join their fully remote marketing department. This position is crucial for developing and executing comprehensive digital marketing campaigns that drive brand awareness, customer acquisition, and revenue growth. You will be responsible for overseeing all aspects of digital marketing, including SEO, SEM, social media, content marketing, email marketing, and paid advertising. The ideal candidate will possess a deep understanding of the digital landscape, a proven track record of successful campaign management, and exceptional analytical skills. This fully remote role allows you to strategize and implement impactful campaigns from anywhere.
Key Responsibilities:
Key Responsibilities:
- Develop and implement innovative digital marketing strategies aligned with business objectives and target audience insights.
- Manage and optimize all digital advertising campaigns across various platforms (Google Ads, social media ads, etc.) to maximize ROI.
- Oversee the creation and distribution of engaging content across multiple channels, including blogs, social media, and email newsletters.
- Drive organic traffic growth through advanced SEO strategies and keyword research.
- Manage social media presence, fostering community engagement and brand advocacy.
- Analyze campaign performance data, generate regular reports, and provide actionable insights for continuous improvement.
- Stay up-to-date with the latest digital marketing trends, tools, and best practices.
- Collaborate with cross-functional teams (e.g., sales, product development) to ensure cohesive brand messaging.
- Manage the digital marketing budget effectively, allocating resources to achieve optimal results.
- Experiment with new digital marketing channels and tactics to identify growth opportunities.
- Bachelor's degree in Marketing, Communications, Business, or a related field.
- Minimum of 6 years of progressive experience in digital marketing, with a strong emphasis on strategy development and campaign execution.
- Proven success in managing and optimizing paid search (SEM/PPC) and social media advertising campaigns.
- Expertise in SEO, content marketing, email marketing, and marketing automation platforms.
- Strong analytical skills with proficiency in Google Analytics, data studio, and other reporting tools.
- Excellent written and verbal communication skills.
- Demonstrated ability to lead and manage remote teams or projects.
- Creative thinking and problem-solving abilities.
- Experience in the **Nairobi, Kenya** market or similar e-commerce environments is a plus, though the role is fully remote.
- Ability to adapt quickly to a fast-paced, evolving digital landscape.
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Digital Marketing Strategy Director
Posted 4 days ago
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Job Description
Our client is seeking a strategic and innovative Digital Marketing Strategy Director to lead their online presence and drive growth. This is a fully remote position, allowing you to craft impactful digital campaigns from anywhere, with a strategic focus on the market aroundKisumu, Kisumu, KE . You will be responsible for developing and implementing comprehensive digital marketing strategies across various channels, including SEO, SEM, social media marketing, email marketing, content marketing, and paid advertising. The ideal candidate will have a deep understanding of digital marketing trends, analytics, and best practices, with a proven track record of achieving measurable results. Responsibilities include defining target audiences, setting campaign objectives, managing budgets, analyzing performance data, and optimizing strategies for maximum ROI. You will lead and mentor a team of digital marketing specialists, fostering a collaborative and results-driven environment. Excellent communication, leadership, and project management skills are essential. Experience with marketing automation platforms, CRM systems, and web analytics tools (e.g., Google Analytics) is required. We are looking for a creative thinker with strong analytical skills who can translate business goals into effective digital marketing initiatives. The ability to work independently, manage multiple campaigns simultaneously, and adapt to the ever-changing digital landscape in a remote setting is crucial. Your strategic vision will be instrumental in enhancing brand awareness, driving lead generation, and increasing customer engagement.
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7
Director of Digital Marketing Strategy
Posted 19 days ago
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Job Description
Our client is seeking a visionary and data-driven Director of Digital Marketing Strategy to spearhead their online presence. This is a fully remote position, allowing you to shape our digital footprint from anywhere. You will be responsible for developing and executing comprehensive digital marketing plans to drive brand awareness, customer acquisition, and revenue growth. The ideal candidate will possess extensive experience in SEO, SEM, content marketing, social media marketing, email marketing, and marketing automation. You will lead a talented team of digital marketers, providing strategic direction and fostering a culture of innovation and accountability. Responsibilities include setting key performance indicators (KPIs), analyzing campaign performance, and optimizing strategies based on data insights. Strong analytical, communication, and leadership skills are essential. You will collaborate closely with product, sales, and creative teams to ensure cohesive marketing efforts. This role is perfect for a seasoned digital marketing expert looking to make a substantial impact in a dynamic, remote-first organization. You will be at the forefront of identifying new digital marketing opportunities and emerging trends, translating them into actionable strategies. The ability to manage budgets effectively and deliver measurable ROI is critical. You will oversee the development of engaging content and innovative campaigns that resonate with target audiences. This position demands a proactive, results-oriented individual who can thrive in an autonomous work environment. Driving customer engagement and loyalty through sophisticated digital strategies will be a core focus. The successful candidate will be instrumental in elevating our brand's digital reach and influence.
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8
Digital Marketing Strategy Manager
Posted 22 days ago
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Job Description
Our client is looking for a strategic and results-driven Digital Marketing Strategy Manager to spearhead their online presence and campaigns. This is a fully remote position, allowing you to leverage your expertise from anywhere. You will be responsible for developing and executing comprehensive digital marketing strategies to enhance brand awareness, drive customer acquisition, and foster engagement across multiple online channels. Key duties include planning and managing SEO/SEM campaigns, social media marketing, content marketing, email marketing, and paid advertising initiatives. You will analyze market trends, identify target audiences, and optimize campaigns for maximum ROI. The ideal candidate will have a proven track record of success in digital marketing, with extensive experience in campaign management, data analysis, and performance tracking. Proficiency in marketing analytics tools (e.g., Google Analytics, SEMrush) and marketing automation platforms is essential. Excellent communication, creativity, and a strong understanding of consumer behavior in the digital space are required. You must be a self-starter, capable of working autonomously and managing multiple projects simultaneously in a remote setting. This role requires a strategic thinker who can translate business objectives into actionable digital marketing plans and continuously adapt strategies based on performance data and evolving digital landscapes. Our client values a data-driven approach and a passion for exploring new digital marketing opportunities. The **location** associated with this role, though it is entirely remote, is Embu, Embu, KE .
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