Customer Experience & Engagement Executive

Uliza Group is a growing African business with operations across multiple markets providing event solutions products technology and related services to businesses event organizers and institutions.

Through Uliza Events we serve customers in Kenya and international markets with event identification products event supplies ticketing solutions and other event-related services.

We are looking for a proactive customer-focused and highly organized Customer Experience & Engagement Executive to join our team and take ownership of the customer experience across our Kenya and international operations.

The Customer Experience & Engagement Executive will be responsible for ensuring that customers receive a consistent professional and positive experience throughout their engagement with Uliza Eventsfrom initial inquiry and order confirmation through production delivery and post-sale follow-up.

The role will involve customer communication CRM management order follow-ups complaint resolution customer retention feedback collection and coordination with the Sales Operations Logistics Accounts and Production teams.

The ideal candidate should be an excellent communicator highly responsive organized customer-oriented and comfortable working with customers across different countries and time zones.

• Act as a key point of contact for Uliza Events customers.
  
• Respond promptly and professionally to customer inquiries through phone email WhatsApp and other communication channels.
  
• Maintain regular communication with customers throughout the order process.
  
• Follow up on quotations orders payments production and deliveries.
  
• Provide customers with timely updates on their orders.
  
• Handle customer complaints and concerns professionally and ensure timely resolution.
  
• Follow up with customers after delivery to confirm satisfaction.
  
• Build and maintain strong relationships with existing customers.
  
• Identify opportunities for repeat business and customer retention.
  

• Maintain accurate and updated customer information in the CRM system.
  
• Record customer interactions requests complaints and resolutions.
  
• Track pending customer issues and ensure they are followed through to closure.
  
• Ensure all relevant customer communication is properly documented.
  
• Maintain accurate customer databases.
  

• Coordinate with Business Development Operations Logistics Production Design and Accounts to resolve customer issues.
  
• Follow up internally on delayed orders deliveries payments and other customer concerns.
  
• Ensure customer requirements are clearly communicated to the relevant departments.
  
• Escalate issues that require management attention.
  

• Collect and document customer feedback.
  
• Identify recurring customer concerns and recommend solutions.
  
• Monitor customer satisfaction.
  
• Follow up with previous customers to encourage repeat business.
  
• Support the Business Development team in identifying opportunities within the existing customer base.
  

• Prepare professional customer emails WhatsApp messages and other communications.
  
• Send order updates reminders follow-ups and service notifications.
  
• Maintain a professional and consistent tone in all customer communication.
  
• Support communication with international customers across different time zones.
  

Performance will be measured based on:

• Customer response time.
  
• Customer issue resolution time.
  
• Customer satisfaction and feedback.
  
• Follow-up completion rate.
  
• Customer retention and repeat orders.
  
• Number of unresolved customer issues.
  
• CRM accuracy and completeness.
  
• Quality and professionalism of customer communication.
  
• Effectiveness of internal coordination.
  

• Diploma or Bachelors degree in Business Administration Marketing Communications Customer Service Public Relations or a related field.
  
• 25 years of experience in customer service customer experience customer success client relations account management or a related role.
  
• Experience in a B2B environment will be an added advantage.
  
• Experience using CRM systems such as Zoho CRM HubSpot Salesforce or similar systems is preferred.
  
• Excellent written and verbal communication skills.
  
• Strong follow-up and problem-solving skills.
  
• Good organizational and time-management skills.
  
• Proficiency in Microsoft Office/Google Workspace.
  
• Experience with WhatsApp Business and other customer communication platforms is an advantage.
  

The ideal candidate should be:

• Customer-focused and empathetic.
  
• Professional and well-spoken.
  
• Highly responsive and proactive.
  
• Honest and dependable.
  
• Organized and detail-oriented.
  
• A strong team player.
  
• Good at handling difficult customers.
  
• Able to take ownership of issues and follow them through to completion.
  
• Comfortable working with customers from different countries.
  
• Able to work under pressure and meet deadlines.
  

KES 30000 Net per Month

The position offers an opportunity to grow within a rapidly expanding company serving customers across Kenya and international markets.

Interested candidates should send their CV Cover Letter and Recommendation Letter to with the subject line Customer Experience & Engagement Executive.

Application Deadline: 7/08/2026

Only shortlisted candidates will be contacted.