Customer Experience Operations Manager Job in Kenya

Customer Experience Operations Manager

About The role:

The Customer Experience Operations
Manager will be responsible for operationalizing the Burn CX strategy and
localizing it in the different operating countries by working. The role is
responsible for delivering excellent customer experiences and ensuring high
levels of sales verification rates, engagement, and retention for both Biomass
– cash and Electric – PAYG customers. Closely work with cross-functional teams
to ensure that all customer touchpoints are aligned with Burn’s brand and CX
vision. Additionally, work closely with local teams to provide guidance and
support and ensure close monitoring and control of local operations; support
the implementation of usage and retention drive programs, manage costs in line
with budget, and track performance metrics to continuously improve Burn’s
customer experience.

Other responsibilities include
defining and ensuring compliance with customer experience SOP, managing
customer complaints and escalations, Voice of customer tracking, and developing
initiatives to improve customer usage and retention. The ideal candidate should
have a strong background in customer experience operations, with specific
experience in managing PAYG programs, driving usage and retention rates, and
overall call centre operations management.

Roles and
Responsibilities:

Operationalize, localize and
continuously update of the Global Customer Experience strategy within the
countries where Burn Manufacturing operates.

Responsible for overseeing and
managing the day-to-day operations of the Contact centre in all operating
countries and execution of all activities from sales verification, onboarding,
and customer support –   with a focus on Call centre, driving engagement
campaigns, usage/retention, and loyalty from both Biomass & Electric
customers – Pay As You Go (PAYG) plans in order to maximize customer lifetime
value

Develop and implement processes to
optimize the customer experience across all touchpoints, including sales,
onboarding, support, and retention.

Coach and mentor call centre agents to
achieve high levels of customer satisfaction and meet performance targets.

Ensure that team members are
motivated, and have the necessary tools, and resources to deliver exceptional
customer experience.

Collaborate with cross-functional
teams to ensure that all customer touchpoints are aligned with Burn’s brand and
CX vision.

Manage contact centre teams, monitor
and analyze performance, identify areas for improvement, and implement
corrective actions as needed.

Monitor and analyze customer feedback,
identify areas for improvement, and implement corrective actions as needed.
This will involve working closely with local teams to understand their unique
challenges and opportunities and developing tailored solutions to address them.

Collaborate with cross-functional
teams to ensure a cohesive and customer-centric approach to business
operations.

Work closely with cross-functional
teams, including product development and marketing, to ensure that all aspects
of the business are aligned with customer needs and expectations. They will
need to maintain a strong understanding of the local regulatory landscape and
keep abreast of competitor activities to ensure that Burn Manufacturing remains
competitive and compliant in each country.

Lead engagement and follow-up efforts
for defaulters and late payers to ensure timely payment and reduce the risk of
revenue loss.

Maintain a strong understanding of the
PAYG industry landscape and competitor activities.

Develop and maintain relevant metrics
and KPIs to measure the effectiveness of customer experience initiatives and
operations.

Identify opportunities for process
improvement and innovation, leveraging data and customer insights to drive
decision-making.

Communicate effectively with internal
stakeholders, including senior leadership, marketing, sales, and other
operations teams.

Identify opportunities for process
improvements and cost savings to enhance Burn’s customer experience.

Manage costs in line with budget and
track performance metrics to continuously improve Burn’s customer experience.

Travel frequently to monitor and keep
control of local operations and ensure adherence to CX standards and processes.

Overall, the role will require a high degree
of adaptability and flexibility, as the local business environment in each
country may vary considerably. The Customer Experience Operations Manager will
need to be able to quickly identify and address issues as they arise while
maintaining a focus on delivering exceptional customer experiences and driving
customer loyalty.

Skills and Experience:

Bachelor’s degree in business
administration, marketing, or a related field

At least 5 years of experience in
customer experience operations, preferably in a PAYG or related industry

Ability to drive Usage and retention
campaigns for both inbound and outbound call centre operations.

Excellent leadership, communication,
and interpersonal skills

Proven ability to manage
cross-functional teams and stakeholders.

Strong analytical and problem-solving
skills, with the ability to identify trends and implement data-driven
solutions.

Experience in budget management and
cost tracking

Proven track record of driving
customer acquisition, engagement, and retention in a fast-paced, dynamic
environment.

Knowledge of CRM systems that support
customer engagement and best practices for customer data management.

Experience in managing and coaching
call centre teams in order to achieve high levels of customer.

Understanding of local regulations and
cultural nuances in the different countries where Burn Manufacturing operates

Ability to work collaboratively with
team members across different functional areas and geographies.

Strong project management skills, with
the ability to prioritize and manage multiple initiatives simultaneously.

Flexibility and adaptability to
navigate changes in priorities or direction as needed in a dynamic
organization.

Excellent leadership, communication,
and interpersonal skills

Proficiency in Microsoft Office,
including Excel, PowerPoint, and Word

Passion for delivering exceptional
customer experiences and driving business growth.

Experience working with a BPO will be
an added advantage.

Fluency in French, both written and
spoken will be an added advantage.

How to Apply

CLICK HERE TO APPLY.