Program Manager – World-Class Customer Service (WCCS) at People FOCO

Reports To: Head of Sales
Department: Sales
Location: Nairobi (Hybrid – Office & Field)

About the Role

• Our client is seeking a proactive and organized Program Manager to oversee and grow the World-Class Customer Service (WCCS) program. This role is responsible for driving program visibility, sales, and client satisfaction while ensuring seamless delivery and high-quality learning experiences.
• The ideal candidate will be passionate about customer experience excellence, skilled in consultative selling, and capable of managing multiple stakeholders in a fast-paced, relationship-driven environment.

About the Program – World-Class Customer Service (WCCS)

• The WCCS program enables organizations to adopt a customer-first approach that improves relationships, drives loyalty, and boosts sales performance. Participants learn how to communicate effectively, build empathy, and deliver memorable customer experiences that elevate service standards and strengthen brand reputation.

Role Overview

• The Program Manager – WCCS drives growth, visibility, and operational excellence for the program. At the outset, the Program Manager will develop a strong understanding of the WCCS philosophy — how it empowers teams to create customer-centric cultures and achieve measurable results.

Key Focus Areas:

Program Growth: Generate enrolments and revenue through consultative selling and relationship management.

• Visibility: Expand market presence through strategic partnerships, events, and thought-leadership activities.
• Collaboration & Excellence: Partner with trainers, marketing, and operations teams to ensure seamless delivery.
• Strategic Partnerships: Build strong relationships with corporate clients, associations, and industry networks to extend reach and impact.

Key Responsibilities

Sales & Business Development

• Generate enrolments and revenue for the WCCS program.
• Conduct needs-based discussions with organizations and individuals to identify service challenges.
• Present customized solutions that demonstrate ROI in employee engagement and customer satisfaction.
• Deliver professional presentations and demos to HR, L&D, and Customer Experience leaders.
• Manage the full sales cycle — prospecting, proposals, negotiation, closing, and follow-up.
• Build a strong sales pipeline through networking, referrals, and marketing campaigns.
• Collaborate with marketing to execute client events, webinars, and targeted campaigns.

Client Relationship Management

• Act as the primary contact for participants and client organizations.
• Build long-term relationships with HR, CX, and business leaders.
• Ensure smooth onboarding, clear communication, and timely follow-ups.
• Collect testimonials and success stories demonstrating program impact.
• Maintain high client satisfaction to drive repeat business and referrals.

Program Coordination & Delivery

• Oversee all logistical and operational aspects of program delivery.
• Coordinate facilitators, venues, and participants for professional execution.
• Manage program materials, attendance, and communication.
• Support trainers with setup, participant feedback, and on-site assistance.
• Track participant engagement, completion, and post-program impact.

Reporting & Insights

• Maintain accurate client and pipeline data using CRM systems (e.g., HubSpot, Salesforce).
• Prepare regular reports on enrolments, revenue, and client activity.
• Monitor conversion rates, feedback scores, and client retention.
• Provide insights and recommendations to improve sales and client experience.

Brand & Market Development

• Represent the organization at HR, CX, and industry events.
• Build professional networks within the customer-service, retail, and hospitality sectors.
• Collaborate with marketing on content such as blogs, case studies, and success stories.
• Position the program as a trusted solution for service excellence.

Qualifications & Experience

• Education: Bachelor’s degree in Business, Marketing, Communication, or Customer Experience Management.
• Experience: 3–6 years in sales, client relationship management, or program coordination; experience in customer service, retail, or hospitality sectors is an advantage.

Skills:

• Excellent interpersonal, presentation, and communication skills.
• Strong consultative-selling and solution-design ability.
• High emotional intelligence and client empathy.
• Exceptional organizational and time-management skills.
• Proficiency in CRM systems and Microsoft/Google Workspace tools.
• Self-motivated, results-driven, and dependable.