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.
How to Apply:
recruitment@outrivalhr.com by COB 24th June 2026
clearly noting the position applying to in the subject line.
Customer Experience Manager
– Nairobi
