Customer Experience Manager at Ecosafi

We are looking for a self-starting, motivated, and dynamic leader to fill the position of Customer Experience Manager, reporting to the COO. This role will lead and mentor a dedicated team in customer service, technical support and delivery responsible for delivering exceptional service to EcoSafi customers. 

You must enjoy and thrive working in a fast paced, evolving environment, be willing and able to adapt quickly to changing circumstances and have a proven track record of working with a diverse group of coworkers.

This is a chance to be part of a company that is transforming, shaping and changing how we cook in our kitchens, while making a real and lasting positive impact on the environment and climate.

Responsibilities

1. Customer Facing
   1. Lead and manage the Call Center, Delivery, and Customer Support teams
   2. Establish communication channels and mediums through which clients reach out to a company and vice versa
   3. Guide and direct the activities of the teams to ensure their interactions with clients reflects positively on the company
   4. Utilise CLM and CRM tools in enhancing customer loyalty and relationship management on work progress, as well as recommendations on steps necessary for improvement
   5. Supervise the activities of customer experience, technical support and delivery teams to ensure their interaction with customers reflects the brand and values of the company
   6. Monitor the activities of the team to ensure compliance with the highest standards of customer service 
   7. Love solving technical challenges and building relationships with our customers
2. Coworker Facing
   1. Monitor and evolve the KPIs that EcoSafi uses to track, oversee and organise every interaction between the customer throughout the lifecycle
   2. Enlighten company staff on the associated benefits/consequences of their decisions on customer experience and on company profits
   3. Monitor the activities of the teams to ensure compliance with set standards of courtesy and professionalism
   4. Discover new techniques necessary for improving customer experience in a constant feedback loop with management to improve the customer experience
   5. Organise training programs for customer experience representatives in order to update their job knowledge and enhance their skills
   6. ·Drive customer retention, reduce churn, and increase customer satisfaction
   7. · Map the customer journey and identify opportunities to proactively intervene on the client’s behalf
   8. Guide team in effective client issues resolution and handle any escalations
   9. Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement
   10. Test new strategies for driving customer value
   11. Manage account issues and escalations
   12. Collect product feedback and advocate for customer needs within the company
   13. Manage the ongoing post sales experience with the customer, including cooker servicing, troubleshooting and quality service delivery
   14. Enjoy problem solving to understand what your customer is looking to resolve, mapping solutions to the gaps and outlining the value against the proposed solution

Knowledge and Experience

1. Exceptional communications and people skills
2. A self-starting, motivated, and inspirational leader
3. A Bachelor’s degree in business administration or a related field
4. 5+ years of experience in a related function with direct customer contact and engagement experience, in a post-sale or professional services function
5. Proficient with Microsoft Office Suite or related software 
6. Robust CRM software user experience
7. Prior experience in a Customer Success Manager Role or equivalent with a history of increasing satisfaction, adoption, and retention
8. Experience working with web or mobile app product and development teams
9. Experience with customer data platforms (CDP), digital marketing platforms, e-commerce platforms, and a real passion for new technologies
10. Experience in resolving complaints and minimising conflicts

Skills and Attributes 

1. We’re a fast growing start up so your job duties will be varied and complex and will require strong judgement, collaboration, and leadership
2. You enjoy learning new technologies and will roll up your sleeves to learn how things work
3. You will need to be self-motivated, detail-oriented, and enjoy continuously learning. You will be able and willing to develop a strong knowledge of our infrastructure and products

You will need:

1. Strong project management skills and an ability to multitask within a fast growing start up environment
2. Excellent interpersonal and customer service skills
3. Excellent organisational skills and attention to detail
4. Strong analytical and problem-solving skills
5. Strong supervisory and leadership skills
6. Experience managing people in retail or direct-to-consumer sales experience a plus
7. Ability to think critically and adapt quickly in a flexible environment
8. Entrepreneurial spirit / self-starter
9. Interest in socially and environmentally responsible organisations and products

EcoSafi is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of gender, gender identity, colour, religion, nationality, physical disability, medical condition, marital status, age, ethnicity, or any other status protected under the laws of Kenya.