Experience & Care Manager at SWVL

Roles and responsibilities

We are seeking a dynamic, driven and solution oriented individual for the Experience Manager position for our Kenya operations. The role will report to the Head of Operations and the Global Head of Experience. 

Job purpose

The Experience Manager will be responsible for implementing SWVL’s experience strategy tailored to the unique needs of customers and captains. This role ensures a positive experience by the customers and captains at every touch point and that the firm delivers on it’s promise to both the customers and the captains.

In more detail, the areas of responsibility include but are not limited to: 

• Representing the customer voice
• Implementing a Customer Care/Experience strategy aligned with SWVL’s overall vision, but localized and tailored to the unique needs of local customers
• Working closely with the central team to streamline processes and apply best practice whilst ensuring the right balance between localization and centralization;
• Cascading critical business updates from the central team to local team through excellent reporting & presentation during the business weekly reviews 
• Managing performance for external BPO for all target & hygiene KPIs
• Proactively creating a quarterly calendar for obtaining customer feedback, identifying potential opportunities for innovation, and driving change while working closely with all relevant stakeholders.
• Developing local customer excellence programs and processes intended to help the organization understand, analyze and create a positive customer experience at every touch point;
• Driving continuous process improvement to influence the end to end experience of and customers and impact retention, customer satisfaction & rating 
• Managing stakeholder relationships across the broader business to set the right expectations;
• Managing & monitoring all waiver & refunds activities pertaining to the customer 
• Driving the metrics for use in evaluation of customer KPIs such as speed, efficiency, effectiveness, quality, and accuracy;
• Solving critical business problems and improving experience KPIs through data analytics and trend analysis; and creating action plans for continuous improvement;
• Building and leading a high performing team covering Customer Experience and Fleet Quality Management; 
• Leading teams on redefining how customer experience should be run, aligning experience concepts, vision/direction, and related processes;
• Working closely with other verticals such as Corporate, Regular and Travel categories to design and continuously enhance the end to end customer experience; and 
• Collaborate with relevant departments to ensure the delivery of high quality teams Liaise with the global training teams to ensure teams are up to date in terms of skills they need to carry out their duties 
• Preparing and managing the experience budget which provides for cost efficient initiatives 

Experience and personal qualities 

• At least an undergraduate degree in a relevant discipline.
• 5 years’ experience in a customer-centric environment in the services industry.
• Experience in managing teams, motivating, coaching and inspiring team members to achieve excellent customer experience;
• Excellent oral and written communication skills;
• Experience and skill in areas such as customer experience process development & audit, quality management & training;
• Knowhow and experience dealing with different systems and modalities of support and communication;
• Analytical, data-driven and process oriented; with excellent ability to problem-solve; and
• Proven track record of customer experience and operational achievement of pre-defined global KPIs such as CSAT, NPS, contact rate and other efficiency and effectiveness KPIs that directly impact growth through retention of customers.

The following personal qualities are preferred:

• Great stakeholder relationship management locally and globally;
• Effective planning, organising, delegating, and time management skills;
• Empathy and passion for customer experience excellence;
• Self- driven individual with the ability to multitask and handle varied moving parts in a complex and demanding environment;
• The ability to build and maintain highly effective working relationships with a range of people (both internally and externally);
• Strong attention to detail and extremely organised; and
• A commitment to teamwork and working in a professional manner.