Web Developer Team Lead - Agency at Yellow Pages Kenya

Description

• The Web Developer Team Leader is a hybrid leadership position responsible for ensuring client satisfaction across the customer journey—combining customer relationship management with technical oversight of digital product delivery. You will lead a multi-disciplinary team of developers, designers, marketers, and customer success agents to implement and optimize Yellow Pages digital solutions (e.g., Yellow Connect, SEO, Paid Ads, Web Development, Email Marketing).

Key Responsibilities

Customer Success Leadership

• Act as the primary contact for high-value accounts, ensuring proactive and solution-oriented client engagement.
• Drive onboarding, product adoption, and retention strategies across all digital services.
• Analyse customer journeys, implement churn prevention tactics, and ensure timely resolution of issues.
• Develop upselling and cross-selling strategies using product knowledge (e.g., YellowSpot, SEO, Yellow Connect, Email Marketing).

Team & Project Management

• Lead a cross-functional team (developers, content creators, campaign managers).
• Assign tasks, monitor timelines, and ensure delivery of web and digital marketing projects.
• Represent the Customer Success team in executive and client meetings.
• Foster a collaborative and feedback-driven team culture.

Web & Product Fulfillment Oversight

• Oversee delivery of digital assets (e.g., websites, landing pages, SEO configurations).
• Ensure integration of marketing tools (e.g., Google Analytics, Tag Manager, Email Campaigns).
• Liaise with internal creative and technical teams to maintain high-quality standards.

Data, Reporting & Insights

• Generate and present client performance reports: website traffic, SEO KPIs, campaign ROI, etc.
• Maintain fulfillment dashboards and customer success KPIs to track efficiency and satisfaction.
• Provide data-driven recommendations to improve customer retention and lifetime value.

Required Qualifications

• 4+ years in customer success, project management, or digital delivery at an agency.
• Proven experience leading client engagements and managing web development projects.
• Excellent communication, analytical, and problem-solving skills.
• Proficient in project and task management tools (e.g., Trello, Jira, Asana).
• Familiarity with modern web technologies (HTML, CSS, JS, WordPress, Webflow, etc.).
• Working knowledge of CRM systems, Google Suite, and performance tracking tools.

Preferred Qualifications

• Bachelor’s degree in Business, Marketing, Computer Science, or related field.
• Experience with design tools like Figma or Adobe XD.
• Experience in managing SEO/Ads/Email/Social Media campaigns.
• Knowledge of AI integration in customer success is a plus.