Customer Experience Manager

PRIMARY RESPONSIBILITIES

• Team Leadership & Development : Lead and inspire the customer experience team to uphold Vision Plus values of quality and innovation ensuring every customer interaction is handled with professionalism and empathy.
  
• Customer Journey Management : Design and optimize processes that enhance the customer experience monitor feedback and implement improvements based on insights.
  
• Complaint Resolution : Oversee the resolution of customer complaints collaborating with crossfunctional teams and thirdparty vendors to address issues efficiently.
  
• DataDriven Insights : Collect and analyze customer feedback satisfaction surveys and performance metrics to identify opportunities for improvement and service innovation.
  
• CrossFunctional Collaboration : Work with marketing product sales and operations teams to align customer experience efforts with business goals and product offerings.
  
• Client Engagement : Build and maintain strong customer relationships through direct engagement feedback collection and followup.
  
• Staff Training & Coaching : Train and develop customerfacing staff on best practices for service delivery ensuring alignment with brand values and service standards.
  
• Innovation : Drive innovation in customer service by exploring new tools technologies and service models to enhance efficiency and satisfaction.
  
• Service Center Management : Oversee service center operations to ensure quality efficiency and customer satisfaction.
  
• Market Insights : Analyze market trends and customer data to inform strategies that enhance customer experience.
  
• Stakeholder Management : Build strong relationships with internal and external stakeholders to align customer experience goals with business objectives.
  

Requirements

• Bachelor s degree in Business Marketing Communications or a related field (preferred).
  
• Minimum of 3 years experience in a customerfacing management role preferably in the tech or electronics industry.
  
• Certifications in customer experience management (e.g. CCXP ) are advantageous.
  
• Technical Knowledge in Electronics : Understanding electronics helps address customer inquiries troubleshoot issues and guide teams effectively in productrelated matters.
  
• Tech Savvy : Proficiency with CRM platforms feedback systems and data analytics tools are key to driving innovation and improving customer service processes. Can easily master to new technology in the industry.
  
• Strong communication problemsolving and analytical skills.
  
• A customerfirst mindset with the ability to lead teams to deliver exceptional service
  

Benefits

Salary and Benefits:

At Vision Plus Kenya we offer a dynamic work environment where employees can grow and thrive. Working with us means being part of a company that values professional growth and team collaboration. Our commitment to innovation and customer satisfaction drives us forward and we encourage every employee to contribute to our shared success.

Professional Development

We support continuous learning and offer opportunities to enhance your skills through training programs workshops and exposure to diverse areas of our business operations.

Collaborative Culture

Join a team that values creativity and teamwork. At Vision Plus Kenya we believe in open communication and support for all employees.

Core Values

We are driven by our core values of Integrity Excellence and Customer Satisfaction. These principles guide every decision we make and are at the heart of our company s success.

To apply for this job please visit visionplus.zohorecruit.com.