Overview
Position: Customer Experience Manager
Salary: Competitive
Reports to: Country Manager.
Location: Nairobi, Kenya.
Client Description – Our client is leading distributor and physical trader of petroleum products
across East and Central Africa.
Role description – The Customer Experience Manager will lead efforts to enhance customer
satisfaction, improve service delivery, and ensure a seamless end-to-end customer journey. This
role will focus on strengthening customer relationships, streamlining processes, and leveraging
digital channels as part of an integrated customer service strategy.
Key Responsibilities
- Design and implement a customer experience strategy aligned with the company’s vision and business objectives.
- Develop customer journey maps to identify key touchpoints and areas for improvement.
- Drive initiatives to enhance the overall customer experience and satisfaction.
- Serve as the primary advocate for customers, ensuring their needs and feedback inform business decisions.
- Build and maintain strong relationships with key customers and stakeholders.
- Develop and manage loyalty programs to increase customer retention.
- Monitor and improve customer service processes to ensure efficiency and quality.
- Oversee the resolution of complex customer issues, ensuring timely and satisfactory
outcomes. - Collaborate with other departments to ensure seamless service delivery.
- Analyze customer feedback, surveys, and performance metrics to identify trends and
areas for improvement. - Prepare and present regular reports on customer experience performance and insights.
- Use data to create actionable recommendations for enhancing the customer journey.
- Lead and develop a team of customer service and experienced professionals.
- Provide coaching, training, and performance management to ensure high team
engagement and effectiveness. - Foster a culture of customer-centricity within the organization.
Leverage technology and digital tools to enhance customer engagement.
Qualifications and Experience
- Bachelor’s degree in business administration, Marketing, Customer Service, or a
related field. - Advanced certifications in Customer Experience Management are a plus.
- Minimum of 3-5 years of experience in customer service, customer experience, or related roles, preferably in the oil and gas or energy sector.
- Proven track record of driving customer satisfaction and loyalty.
- Experience managing cross-functional team
Skills and Expertise
- Strong interpersonal and communication skills.
- Problem-solving and critical thinking abilities.
- Proficiency in CRM and customer analytics tools.
- Knowledge of the oil and gas industry, including market trends and customer needs
All qualified and interested applicants to share their CVS at [email protected] with subject line: “Customer Experience Manager” by latest Thursday 6th February 2025.
