Customer Experience Manager

Outrival HR Solutions & Consultancies Ltd is recruiting a seasoned Customer Experience Manager on behalf of a reputable client based in Nairobi. This is a strategic leadership role for a customer-obsessed professional who thrives on building world-class service cultures and transforming customer journeys into competitive advantages.

The successful candidate will own the end-to-end customer experience function — from strategy development and team leadership to performance analytics and cross-functional collaboration. If you are passionate about service excellence and have a proven track record of elevating customer satisfaction at scale, this role is for you.

• Develop and implement customer experience strategies that are directly aligned with the organisation's business goals and growth objectives.
• Lead, mentor, and manage the customer service team to consistently deliver exceptional, above-standard service across all channels.
• Monitor customer interactions across all touchpoints — digital, in-person, and telephonic — ensuring uniformity and quality in service delivery.
• Establish robust customer satisfaction metrics (CSAT, NPS, CES) and regularly evaluate team performance against agreed targets.
• Analyse customer feedback, complaints, and service trend data to identify root causes and actionable improvement opportunities.
• Design and roll out customer loyalty and satisfaction initiatives that reduce churn and increase lifetime customer value.
• Collaborate with Marketing, Operations, Sales, and Product teams to resolve systemic customer pain points and streamline service processes.
• Develop, document, and maintain customer service policies, standard operating procedures, and service level agreements (SLAs).
• Prepare and present periodic performance reports covering customer experience trends, KPIs, and strategic recommendations to senior leadership.
• Design and deliver customer experience training programmes and ongoing coaching sessions for frontline and support staff.
• Own customer escalation management — ensuring complex issues are resolved swiftly, empathetically, and to the customer's satisfaction.
• Champion and embed a customer-centric culture across all departments of the organisation.

• Must hold a Bachelor's Degree in Business Administration, Marketing, Customer Service Management, Public Relations, or a closely related discipline.
• Must demonstrate at least 7 years of progressive experience in customer service or customer experience management roles.
• Must have led or supervised a team for a minimum of 3 years, with demonstrable people management and performance coaching capabilities.
• Must be proficient in CRM platforms (e.g. Salesforce, Zendesk, HubSpot) and Microsoft Office Suite, and able to use these tools to generate actionable reports.
• Must be able to translate customer data and feedback into clear, evidence-based strategies that measurably improve satisfaction scores.
• Must demonstrate strong written and verbal communication skills, with the ability to present findings and recommendations to executive stakeholders.
• Must be able to manage multiple priorities, lead cross-functional initiatives, and drive projects to completion in a dynamic environment.
• Must exhibit strong conflict resolution and de-escalation skills when handling complex or sensitive customer issues.

The monthly salary for this role is estimated in the range of KES 180,000 – KES 280,000, commensurate with experience and qualifications. The final package will be disclosed during the recruitment process by Outrival HR Solutions.

Ideal candidate: A results-driven CX leader with 7+ years in customer-facing roles, at least 3 years managing teams, and a genuine passion for building service-excellence cultures. You should be analytical, collaborative, and comfortable operating at both a strategic and operational level. Nairobi-based candidates or those ready to relocate are encouraged to apply.

Who should NOT apply: Candidates with fewer than 5 years of relevant experience, those without any supervisory background, or individuals who lack hands-on experience with CRM systems and customer analytics tools. This is not an entry-level or junior role.

Interested and qualified candidates should submit their updated CV and a brief cover letter outlining their relevant experience to Outrival HR Solutions & Consultancies Ltd through their official recruitment channels. Ensure your application clearly highlights your years of experience in customer experience management and your leadership track record. Only shortlisted candidates will be contacted.