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Customer Experience Manager

EM People & Culture Advisory

Job Location:

Nairobi - Kenya

Monthly Salary: Not provided by the employer

Experience Required: 5years

Posted: 26 July 2026 (30+ days ago)

Application Deadline: 23 October 2026

Vacancies: 1 Vacancy

Job Summary

On behalf of our client we are seeking a customer-focused and analytical Customer Experience Manager to develop and implement strategies that improve customer satisfaction loyalty and retention across all customer touchpoints.

The successful candidate will lead customer-service operations analyse customer feedback improve service processes and work with different departments to create a consistent and positive customer experience.

Key Responsibilities

Develop and implement the organisations customer experience and service-delivery strategy.
Define customer-service standards and ensure their consistent application across all channels.
Map the customer journey and identify opportunities to improve customer interactions.
Lead and develop customer service contact centre or customer support teams.
Monitor customer satisfaction retention response time resolution time and service-quality indicators.
Establish systems for collecting analysing and responding to customer feedback.
Manage escalated complaints and ensure timely and satisfactory resolution.
Identify recurring service issues and coordinate corrective actions with relevant departments.
Collaborate with technology operations marketing product and commercial teams to improve the customer experience.
Develop service-level agreements escalation procedures and customer-support guidelines.
Use customer data and insights to recommend service and product improvements.
Support the implementation and improvement of CRM and customer-support systems.
Prepare customer experience reports and present recommendations to management.
Design customer service training coaching and quality-assurance programmes.
Promote a customer-centric culture throughout the organisation.
Ensure compliance with applicable consumer-protection and data-privacy requirements.

Requirements

Bachelors degree in Business Administration Marketing Communications Customer Experience or a related discipline.
Professional training in customer experience service management or contact-centre operations is preferred.
A masters degree or relevant professional certification will be an added advantage.
At least seven years of experience in customer service customer experience or contact-centre operations.
A minimum of three years experience in a managerial or team-leadership position.
Previous experience within technology telecommunications financial technology e-commerce or another service-driven industry.

Benefits