995 Senior Customer Experience Manager jobs in Nairobi
Customer Experience Manager
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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-
.
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.
Customer Experience Manager - Remote
Posted 8 days ago
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Senior Customer Experience Manager
Posted 18 days ago
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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.
- 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.
Senior Customer Experience Manager - Omni-Channel
Posted 19 days ago
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This position requires strong leadership skills, analytical prowess, and a passion for putting the customer first. You will lead a team of customer service professionals, develop training programs, and analyze customer feedback to identify areas for improvement. The ability to translate customer insights into actionable strategies and collaborate effectively with cross-functional teams is essential. If you are a visionary leader dedicated to delivering outstanding customer service and driving continuous improvement, we encourage you to apply.
Key Responsibilities:
- Develop and execute comprehensive strategies to enhance the overall customer experience across all channels (phone, email, chat, social media, etc.).
- Lead, mentor, and develop a high-performing remote customer service team.
- Monitor key customer experience metrics (NPS, CSAT, CES, FCR) and implement initiatives to improve performance.
- Analyze customer feedback, journey maps, and support data to identify trends and opportunities for enhancement.
- Implement and optimize omni-channel support processes and workflows.
- Develop and deliver training programs for customer service representatives to ensure consistent service quality.
- Collaborate with product, marketing, and engineering teams to advocate for customer needs and drive product/service improvements.
- Manage customer escalations and ensure timely and effective resolution of complex issues.
- Identify and implement new technologies and tools to improve customer service efficiency and effectiveness.
- Foster a customer-centric culture throughout the organization.
This is a fully remote position, with our client's operations extending toMombasa, Mombasa, KE . We are looking for highly motivated individuals who excel in autonomous work environments and possess outstanding communication and problem-solving skills. Our client offers a competitive compensation package, comprehensive benefits, and significant opportunities for career advancement within a global organization.
Qualifications:
- Bachelor's degree in Business Administration, Marketing, Communications, or a related field. Master's degree preferred.
- Minimum of 7 years of experience in customer service management, with at least 3 years in a senior leadership role focused on omni-channel experience.
- Proven track record of developing and implementing successful customer experience strategies.
- Deep understanding of customer journey mapping, service design, and customer analytics.
- Experience in managing and motivating remote customer service teams.
- Exceptional leadership, communication, and interpersonal skills.
- Proficiency in customer service software, CRM systems, and data analysis tools.
- Ability to translate customer insights into actionable business improvements.
- Strong problem-solving and decision-making abilities.
- Commitment to delivering outstanding customer service.
Customer Success Executive
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Looking for a leader to build and maintain relationships with enterprise customers in the phase of project implementation. Our mobile-based sales automation service, SENRI, is aiming at changing the way they work at enterprises and strengthening distribution networks in Africa. Starting from 2015, we have been successful in the development of the service and acquisition of customers in Nigeria, Kenya, and Uganda, with a multi-national team of Nigerian and Japanese. For further growth and empowering our team, we need you now.
Scope of work
- Support corporate customers to utilize our service
- Lead training with new customers (incl. product setup)
- Check the usage of sales reps to identify who's using / not using
- Communicate with sales reps in case they have any challenges in the usage
- Solve challenges of customer (manager) satisfaction
- Send reports accordingly
- Other administrations
Working conditions
- Working hours : 8:30-17:30
- Working day: Monday – Friday
- Compensation to be discussed based on his/her capability and experience
- Probational period will be 3-6 months
- Long-term employment decision to be made by the end of this period
saas - customer success manager
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This is a
full-time leadership role in Nairobi
, positioned at the heart of customer lifecycle management within the SaaS industry. Unlike entry-level customer success positions, this role is strategically designed to blend customer engagement, pre-sales support, product adoption, and team leadership.
Key Job Responsibilities.
1. End-to-End Customer Lifecycle Management
- Responsible for the entire customer success journey from the trial phase through post-sale, including guiding trial customers, uncovering needs, demonstrating value, and driving conversion to paid contracts.
2. Pre-Sales & Solution Support:
- Collaborate with the sales team by providing product demonstrations, scenario based solution design, and value proposition support during the pre-sales stage to facilitate deal closure.
3. Customer Relationship & Retention
- Establish and maintain long-term cooperative relationships with customers in Africa, enhancing customer satisfaction, retention rate, and renewal rate.
4. Customer Training & Support
- Conduct customer training sessions and address technical inquiries to ensure customers fully understand and utilize product features, thereby increasing product adoption and usage depth.
5. Customer Feedback & Product Optimization.
- Regularly collect customer feedback and combined with market and competitor insights, provide suggestions to the product team to drive product iteration and optimization.
6. Customer Success Planning & Execution
- Develop and implement customer success roadmaps to help customers achieve their business goals and enhance their experience and satisfaction.
7. Team Management & Local Operations
- Lead the local Customer Success team, establishing workflows and service standards to ensure team alignment and efficient execution of goals.
Job Requirements
1. Education
- Bachelor's degree or above, preferably in Marketing, Business Management, Information Technology, or related fields.
2. Work Experience
- Minimum of 5 years of experience in Customer Success or customer management, with a background in the SaaS industry.
- Proven experience in team management, with the ability to lead a local team to achieve customer success objectives.
- Preference will be given to candidates with CSM experience from leading SaaS companies such as Odoo, Zoho, QuickBooks, Busy, Tally, etc.
3. Core Competencies
- Familiar with SaaS product promotion and customer lifecycle management strong technical acumen and solution design capabilities.
- Ability to support pre-sales activities, including product demonstrations and value communication tailored to customer business scenarios.
- Skilled in using data analysis to identify renewal and upsell opportunities and drive conversions.
- Proficient in using CRM systems (e.g. Salesforce, Zoho CRM) and data analysis tools.
4. Preferred Qualifications
- Experience in Customer Success or pre-sales within the SaaS retail sector in East Africa.
- Experience in building or optimizing customer success processes from the ground up.
- Ability to propose product or operational improvements based on market and customer behavior data.
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Customer Success Coordinator
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Terms
Ksh 30,000 | 40 hours/week | Hybrid
Company Description
Ebikes Africa's mission is to revolutionize transportation in Africa by providing high-quality, eco-friendly electric bicycles. We aim to promote a sustainable and healthy lifestyle by offering accessible e-bikes, irrespective of location. Our goal is to enhance the quality of life in Africa by reducing traffic congestion, improving air quality, and increasing transportation access. We are dedicated to outstanding customer service and forming strong partnerships with local communities and businesses. We believe in the positive impact of our e-bikes and are committed to making this vision a reality.
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Senior Customer Success Manager - Tech Support
Posted 9 days ago
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Senior Customer Success Manager
Posted 19 days ago
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Customer Success Manager (Remote)
Posted 19 days ago
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Responsibilities:
- Onboard new clients, guiding them through the initial setup and implementation process.
- Develop and maintain strong, long-term relationships with key client stakeholders.
- Proactively monitor client health and engagement, identifying potential risks and opportunities.
- Conduct regular business reviews with clients to assess progress and align on goals.
- Educate clients on product features, best practices, and new releases.
- Act as a liaison between clients and internal teams (e.g., Sales, Product, Support) to ensure client needs are met.
- Identify opportunities for upselling and cross-selling based on client needs and usage patterns.
- Gather client feedback and share insights with product and engineering teams to drive product improvements.
- Develop and implement strategies to improve customer satisfaction and retention.
- Track and report on key customer success metrics.
- Bachelor's degree in Business, Communications, or a related field, or equivalent practical experience.
- Proven experience in customer success, account management, or a client-facing role within a SaaS environment.
- Excellent communication, interpersonal, and presentation skills.
- Strong problem-solving abilities and a proactive approach to client issues.
- Ability to understand client business needs and translate them into actionable solutions.
- Experience with CRM software (e.g., Salesforce, HubSpot) and customer success platforms is a plus.
- Familiarity with (Specific Industry, e.g., Fintech, Edtech) is an advantage.
- Highly organized with strong time management skills, essential for a remote role.
- Ability to work independently and collaboratively in a virtual team environment.
- Passion for delivering exceptional customer experiences.
- Adaptable and eager to learn new technologies and processes.