Customer Experience Manager at Greenspoon Kenya

Role Description / Responsibilities

The Customer Experience is the end responsible for all customer operations. The main areas are:

• Customer Issue Handling: For every issue we have you come up with outstanding solutions that turn customers into ambassadors. You see trends that occur, ask the right questions and suggest improvements and share with the team. You make sure that we are responsive on our different channels and we close issues within the service levels
• Customer & Sales Analytics: You analyze our sales trends, customer trends and do deep customer analytics to improve retention & increase our value from customers. You give special attention to our regular and new customers and make sure they stay with us. You tell the Greenspoon story and what makes us different in a compelling way
• Product Owner Customer Experience: You are able to combine all the insights we get and put them in a roadmap that you execute. You are the product owner to improve our processes, adjust technology and train & hire people that give our customers an amazing experience

You will be evaluated and rewarded on improving our KPIs:

• Customer retention rate & active rate: how many customers stay with us after ordering?
• Customer order rate: how often do our customers order?
• New customers: how many new customers do we attract?
• NPS: how do our customers rate us?
• Response rate & closure rate and time: how fast do we respond and close issues?

To do this comfortably we need someone who is:

• Strong communicator: You are excellent in written and spoken communication (did we say funny?). We need someone who can level with all our different types of customers, understand their wishes and can be their friend. As our customers can be very demanding, it is also important to be stable and stand your ground.
• Analytical: You should be comfortable in doing analyses (e.g. in Excel & PowerBI) to gain actionable insights
• Creative: You are creative in coming up with solutions from our
• Strong work ethics: You understand that delivering an amazing Customer Experience is not a 9 to 5 job. You put in the work required to make the difference
• Tech savvy: You should understand how technology can help us in running a state-of-the-art Customer Experience Function
• Pro-active: You do not wait for issues until they arise, but you anticipate and come up with mitigation plans
• Strong problem solving skills: You are creative in solving ad hoc problems
• Great project management skills: You are able to drive a portfolio of improvement initiatives
• Presenting skills: You are able to give convincing, well thought-through presentations and are convincing the management and others to take action
• Strong leadership skills: You are a natural leader and are someone who can grow our team of young people to take the next step
• Perfectionistic: You never stop until our customer experience is amazing. You do not accept solutions that are not perfect
• Reporting: You understand the value of creating quality reports timely
• Business sense: You have a strong business sense and you understand the trade offs between costs and potential future revenue

Qualifications:

• Bachelor’s or Master’s level
• We value mindset over experience, but a typical candidate should have over 5 years of relevant experience in a customer facing role
• Experienced in leading larger teams
• Experience in a fast-paced environment (start-ups, banking, consulting)
• Strong analytical mindset and Excel skills
• Strong project management skills