Vivo's mission is to create economic opportunities in Africa through fashion.
Our vision is to see Africa Dressing the World.
Vivo was founded by Wandia Gichuru and Anne Marie Burugu in 2011.
12 years on, we are East Africa’s largest ladies fashion brand, designing and manufacturing 100% on the African continent. More importantly we aim to inspire a who...
Read more about this company
The Customer Experience Manager ensures Vivo delivers a consistently excellent experience across all customer touchpoints — in-store, online, and post-purchase. This role transforms customer experience into a proactive, insights-driven function that strengthens satisfaction, loyalty, and retention.
Key Responsibilities
Design and execute Vivo’s Customer Experience (CX) strategy across the entire customer lifecycle.
Lead the CX team to deliver efficient, empathetic, and solution-oriented support across channels (in-store, online, WhatsApp, social media, and email).
Develop and monitor CX standards, SLAs, and KPIs including CSAT, NPS, First Response Time, and Resolution Rate.
Oversee implementation and management of the Vivo Loyalty Program, driving engagement, retention, and lifetime value.
Manage and maintain accurate customer data in CRM systems; ensure effective segmentation, campaign targeting, and reporting.
Collect and analyze customer feedback and insights to inform service improvements and product decisions.
Design and conduct CX training programs for customer service teams and retail staff to enhance service delivery.
Collaborate with cross-functional teams (Retail, Marketing, E-commerce, and IT) to align customer experience initiatives with business goals.
Develop and share regular CX dashboards and reports with leadership to drive data-informed decisions.
Key Skills
Deep understanding of customer journey mapping, CRM systems, and service quality metrics.
Excellent communication, empathy, and conflict-resolution abilities.
Strong analytical and reporting skills, with a data-driven approach to decision-making.
Leadership and people management skills, with the ability to motivate and develop teams.
Tech-savvy and adaptable to evolving digital tools and omnichannel systems.
Strong collaboration and influencing skills across departments.
Passionate about customer advocacy and brand experience.
Qualifications and Experience
Bachelor’s degree in Business, Marketing, Communications, or related field.
Minimum of 5 years’ experience in customer experience, CRM, or loyalty management, with at least 2 years in a leadership role.
Proven track record in managing omnichannel support teams or programs.
Fashion, lifestyle, or retail industry experience is a distinct advantage.
Demonstrated experience using data and insights to enhance customer satisfaction and retention.
Gmail
Yahoomail