Outrival R Jobs

Outrival HR Solutions & Consultancies Ltd is recruiting for the position of a Customer Experience Manager on behalf of a reputable client in Nairobi. The ideal candidate will be responsible for developing and implementing strategies that enhance customer satisfaction, strengthen customer loyalty, and improve the overall customer journey.

The role requires a customer-focused professional who can lead service-excellence initiatives, manage customer relationships, and ensure the consistent delivery of exceptional customer experiences across all touchpoints.

Key Responsibilities:

• Develop and implement customer experience strategies aligned with the organisation’s goals.
• Lead and manage the customer service team to ensure exceptional service delivery.
• Monitor customer interactions across various touchpoints and ensure consistency in service standards.
• Establish customer satisfaction metrics and regularly evaluate performance against targets.
• Analyze customer feedback, complaints, and service trends to identify improvement opportunities.
• Design and implement initiatives aimed at improving customer satisfaction and loyalty.
• Collaborate with internal departments to address customer concerns and improve service processes.
• Develop and maintain customer service policies, procedures, and service level standards.
• Prepare periodic reports on customer experience performance, trends, and recommendations.
• Conduct customer experience training and coaching for staff.
• Manage customer escalations and ensure timely resolution of complex issues.
• Foster a customer-centric culture throughout the organization.

Qualifications:

• Bachelor’s Degree in Business Administration, Marketing, Customer Service Management, Public Relations, or a related field.
• 7+ years of experience in customer service, customer experience management, or a related role.
• At least three (3) years in a supervisory or managerial position.
• Proficiency in Microsoft Office Suite and CRM systems.
• Strong understanding of customer experience principles and service excellence standards.
• Excellent leadership, communication, interpersonal, and problem-solving skills.
• Ability to analyze data and translate insights into actionable strategies.
• Strong analytical and reporting abilities.

• Develop and implement customer experience strategies aligned with the organisation’s goals.
• Lead and manage the customer service team to ensure exceptional service delivery.
• Monitor customer interactions across various touchpoints and ensure consistency in service standards.
• Establish customer satisfaction metrics and regularly evaluate performance against targets.
• Analyze customer feedback, complaints, and service trends to identify improvement opportunities.
• Design and implement initiatives aimed at improving customer satisfaction and loyalty.
• Collaborate with internal departments to address customer concerns and improve service processes.
• Develop and maintain customer service policies, procedures, and service level standards.
• Prepare periodic reports on customer experience performance, trends, and recommendations.
• Conduct customer experience training and coaching for staff.
• Manage customer escalations and ensure timely resolution of complex issues.
• Foster a customer-centric culture throughout the organization.

• Proficiency in Microsoft Office Suite and CRM systems.
• Strong understanding of customer experience principles and service excellence standards.
• Excellent leadership, communication, interpersonal, and problem-solving skills.
• Ability to analyze data and translate insights into actionable strategies.
• Strong analytical and reporting abilities.

• Bachelor’s Degree in Business Administration, Marketing, Customer Service Management, Public Relations, or a related field.
• 7+ years of experience in customer service, customer experience management, or a related role.
• At least three (3) years in a supervisory or managerial position.