Customer Happiness Manager job at Smart Applications International Ltd
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467 Days Ago
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Vacancy title:
Customer Happiness Manager

[ Type: FULL TIME , Industry: Information Technology , Category: Sales & Retail ]

Jobs at:

Smart Applications International Ltd

Deadline of this Job:
17 March 2023  

Duty Station:
Within Kenya , Nairobi , East Africa

Date Posted: Monday, March 13, 2023 , Base Salary: Not Disclosed

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Job Purpose:

The customer Happiness Manager will be instrumental in helping strengthen customer operations, ensuring that Smart customers have an amazing experience and proactively increasing stakeholders' satisfaction and loyalty; ultimately business growth and profitability.

Key Responsibilities and Accountabilities:

Customer Experience Measurement
• Measuring customer satisfaction through monthly surveys and gathering customers feedback.
• Analyzing customer feedback and sharing the report with management and the other stakeholders.
• Defining Customer Success Metrics.
• Provide recommendations on customer feedback for implementation.

Service Charter

• Define customers interactions points
• Identifying customer KPIs to monitor
• Defining customer experience standards and customers' rights and responsibilities.
• Set ways to obtain feedback and handle clients' feedback and complaints.
• Periodically monitor and review of the service charter.
• Customer Journey Mapping for all Smart Solutions.
• Empathy Mapping, Stakeholder Mapping and Process Mapping.

Customer Obsession Strategy

• Develop Policies to guide customer obsession strategy
• Train stakeholders on CX essentials such as pro-activeness, empathy, and active listening.
• Enhancing customer centricity.
• Understanding the Customer
• Identifying Customer behavior and preferences and advise management on the same with recommendations.
• Listening to Customers.
• Effortless Experience Engineering.

• A Bachelors Degree in Business/ its equivalent.
• Relevant professional qualifications.
• Atleast 3 years with an IT organization in a similar position.

Job Requirements
• Experience in the following areas;
• Customer Journey Mapping
• Net Promoters Score
• Managing People Skills and Behaviors;

Skills and Behaviors
• Inquisitive and Creative Mind.
• Interpersonal and communication skills.
• Research and Analytical skills.
• Result oriented.
• Attention to detail.
• Collaboration and Persuasion.
• Empathy.

Work Hours: 8

Experience in Months: 36

Level of Education:
Bachelor Degree

Job application procedure

Interested candidates who meet the criteria above are encouraged to send their application letter and detailed CV to –  by Friday 17th March, 2023 indicating the position on the subject line.

Please note: Only shortlisted candidates will be contacted.

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Job Info
Job Category: Accounting/ Finance jobs in Kenya
Job Type: Full-time
Deadline of this Job: 17 March 2023
Duty Station: Nairobi
Posted: 13-03-2023
No of Jobs: 1
Start Publishing: 13-03-2023
Stop Publishing (Put date of 2030): 13-03-2065
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