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Shop Zetu – Vivo Activewear Customer Experience Manager Jobs in Kenya

Shop Zetu – Vivo Activewear Customer Experience Manager Jobs in Kenya


Shop Zetu – Vivo Activewear Customer Experience Manager Jobs in Kenya


  • The Customer Experience Manager will lead the development and implementation of the Vivo customer experience strategy as we deliver happiness (and amazing fashion) to women in Kenya.
  • The head of Customer Experience is responsible for ensuring customer satisfaction and improving customer shopping experiences through Customer Loyalty Management, Customer Relationship Management and Customer Value Management.
  • The role is to be an advocate for customers through creative problem solving and strategic thinking.Responsibilities

    Customer Service

  • Guide and manage the customer interactions at HQ and in stores in partnership with the Head of Sales.
  • Synthesize customer-centered information from various sources and connect the dots in meaningful ways and share insights with the respectful departments.
  • Handle all customer complaints escalated by the Customer Experience and sales department.
  • Develop In-House guidelines and processes to handle customer complaints and Feedback.Customer Engagement
  • Offer the voice of the customer to guide in marketing strategy, product improvement and customer interaction improvement.
  • Partner with the sales team and marketing team to operationalize marketing campaign strategies.
  • Establish and implement customer engagement strategies to increase customer engagement and satisfaction.Customer Retention
  • Develop and implement Customer Loyalty program and project management processes needed to increase customer acquisition and retention.
  • Develop and Implement Customer Retention Strategies that run throughout the year
  • Develop and manage the Vivo Loyalty Program.
  • Analyse and monitor customer buying behaviour, purchasing data, consumer analytics to guide marketing, design and supply chain departments.Strategy
  • Maintain an in-depth knowledge of the retail industry, customer, and technology trends.
  • Develop Strategies to improve and maintain the Vivo shopping Experience by working with various departments to provide newness in Vivo products and services offerings.
  • Develop and implement in house Customer experience processes that will facilitate collection of customer data, customer feedback and data analysis.People Management
  • Collaborate with key leaders throughout the organization to identify opportunities to provide guidance and training to teams implementing customer experiences
  • Identify the needs throughout the organization for CX coaching and training, and co-create the needed process and materials with the sales and HR teams.
  • Provides day-to-day work direction to Customer Experience team
  • Provide formal advisory perspectives to ensure the organization is customer-centered.Behavioral Competence
  • Strong leadership skills
  • Strong analytical skills.
  • Decision making and critical thinking.
  • Strategic Thinker.About you
  • At least 3-years previous experience in Marketing/Sales/Customer Experience Role.
  • Bachelor’s Degree in Marketing, Sales.
  • Qualification in CIM/Master’s a plus.
  • Basic Digital Marketing/Social Media usage tools: Facebook, Instagram, Twitter and Pinterest.
  • Customer Data Analytics experience – Google Analytics, Microsoft Excel, Power BI, Python, (added advantage).
  • Previous roles in experience in Operations, Strategy, User Experience, Product Management, or Planning
  • Comfortable with all forms of customer insights, including quantitative and qualitative research and other customer signals from search, digital, and social data.
  • Ability to perform with a high level of self-direction and independence
  • Strong analytical skills and comfortable using complex data sources.How to Apply

    For more information and job application details, see; Shop Zetu – Vivo Activewear Customer Experience Manager Jobs in Kenya


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