Manager, Sales Programs and Enablement
Zillow
Cloud
Customer Experience Manager, eMobility
M-KOPA
full-time
Posted on:
Origin: • 🇰🇪 Kenya
Visit company websiteJob Level
SeniorLead
About the role
- Develop and execute strategies that deliver seamless, customer-centric experiences across all Mobility retail outlet service touchpoints
- Ensure seamless end-to-end motorbike onboarding across retail outlets
- Proactively identify and address customer needs and maintain consistent service standards
- Use customer feedback to drive continuous improvement and monitor CSAT and NPS metrics
- Leverage data insights, process innovation, and cross-functional collaboration with IT, marketing, product, and sales
- Design, test, and document new processes to improve onboarding and service delivery
- Develop and deliver comprehensive staff training programs on retail customer service best practices and product knowledge
- Establish and monitor Service Level Agreements (SLAs) to ensure timely customer query resolution
- Analyze customer feedback and generate actionable reports for leadership decision-making
- Oversee budget preparation, vendor payments, and financial operations related to Mobility retail functions
- Build and maintain strong vendor relationships
- Report to the General Manager and lead a team of Mobility Customer Experience Officers and Mobility Field Service Officers
Requirements
- Bachelor's degree in business administration or a related field
- 7+ years of experience in customer experience management, retail operations, or related roles
- Demonstrated ability to lead, coach, and mentor teams
- Experience designing and delivering staff training programs on customer service and product knowledge
- Excellent communication and stakeholder engagement skills
- Technical proficiency in MS Office Suite and Google Suite
- Experience with CRM systems (e.g., Freshdesk)
- Strong problem-solving ability and track record of driving data-driven improvements
- Fluent in English and Swahili
- Experience establishing and monitoring SLAs and generating leadership reports
- Experience overseeing budgets, vendor payments, and vendor relationship management
- Ability to work on-site from offices in Kenya
