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Essential Job Details
- Position Title: Customer Experience Manager
- Location: Optiven Global Office, Karen, Nairobi
- Department: Group Operations
- Reports To: Executive Leadership
- Employment Type: Full-Time
- Number of Vacancies: 1
- Gross Salary Range: KES 120,000 – 150,000
- Application Deadline: 20th June 2025
Introduction
Are you a strategic thinker passionate about service excellence and stakeholder satisfaction? Optiven is seeking a seasoned Customer Experience Manager to lead the design, implementation, and continuous improvement of customer experience strategies that enhance satisfaction across all departments and service units.
This role is ideal for a dynamic leader who thrives in a customer-focused environment and has a passion for transforming the end-to-end customer journey. As the Customer Experience Manager, you will oversee multi-channel interactions, define Optiven’s service standards, and drive loyalty and retention—ultimately influencing the company’s growth and revenue.
About Optiven Group
Optiven Group is a market leader in the African real estate sector, renowned for its value-added plots and transformational investment approach. With flagship projects across Nakuru, Kisumu, Nanyuki, Machakos, Kajiado, and Thika, Optiven empowers Kenyans with land ownership while promoting socio-economic change.
Optiven’s values of professionalism, integrity, innovation, and godliness guide its strategic operations. Through its diversified Strategic Business Units (SBUs), including hospitality, construction, water, and logistics, Optiven is reshaping communities across Kenya. As a Customer Experience Manager, you will be at the heart of this transformation.
Key Responsibilities
Strategy and Standards
- Define and implement customer experience (CX) standards that align with Optiven’s corporate goals and brand promise
- Develop comprehensive CX guidelines that ensure service excellence across all business units and departments
- Review and update CX standards based on customer behavior, regulatory changes, and market dynamics
- Communicate CX frameworks to all departments and ensure adherence through audits and reviews
Continuous Improvement
- Identify areas of improvement in customer interactions across multiple digital and physical touchpoints
- Develop initiatives and programs to elevate client satisfaction and overall experience
- Monitor execution of service enhancement strategies and assess effectiveness
- Benchmark CX performance against local and international standards to maintain a competitive edge
Voice of the Customer (VoC)
- Design and execute VoC programs including surveys, call logs, chat transcripts, NPS, and social listening
- Analyze customer feedback and data to identify service gaps, satisfaction drivers, and improvement opportunities
- Report insights and findings to senior management with clear, actionable recommendations
- Oversee the implementation of VoC-driven initiatives to enhance the client journey
Stakeholder Engagement
- Collaborate across departments such as Sales, Marketing, Construction, Registry, and ICT to align CX strategies with business goals
- Ensure consistency in messaging, delivery, and support across internal and external channels
- Drive internal customer satisfaction as a precursor to improving external service delivery
- Build strategic partnerships with vendors and service providers for customer support solutions
Training and Culture Building
- Develop and lead training programs that instill a customer-first culture across the organization
- Coach and empower staff to improve interpersonal, listening, and conflict resolution skills
- Deliver training sessions in partnership with HR and third-party facilitators
- Measure training effectiveness through customer service KPIs and feedback analysis
Metrics, Monitoring, and Reporting
- Define, track, and analyze CX metrics, including NPS, CES, CSAT, retention rates, and churn
- Generate weekly, monthly, and quarterly reports to evaluate CX health and trends
- Drive organization-wide alignment on CX KPIs and integrate them into performance management
- Use data visualization tools to deliver insights that support real-time decisions
Business Process and Compliance
- Establish and optimize core customer experience processes like onboarding, complaints handling, feedback management, and service recovery
- Ensure all CX-related procedures comply with regulatory and internal risk policies
- Lead change management programs related to new CX platforms or processes
- Drive customer-centric process automation and manage system rollouts in collaboration with ICT
Team Management
- Recruit, train, and manage the customer service team across all touchpoints and locations
- Conduct performance evaluations, offer mentorship, and manage disciplinary actions per HR guidelines
- Promote team cohesion and continuous learning through regular workshops and engagement initiatives
- Drive team KPIs including resolution time, quality assurance, and complaint turnaround
Key Accountabilities
- Owner of Optiven’s Customer Experience Standards and metrics
- Custodian of all Voice of the Customer (VoC) data and reporting
- Architect of CX-related business processes
- Primary lead on CX KPIs, monitoring, and reporting
- Decision authority on customer-facing SOPs and interventions
Qualifications and Skills
Academic Requirements
- Bachelor’s Degree in Business, Communication, Marketing, Public Relations or related field
- MBA is a distinct advantage
Work Experience
- Minimum 5 years of experience in Customer Experience or Business Operations, with at least 2 years in a supervisory capacity
- Demonstrated success in leading service improvement projects
Certifications (Preferred)
- Certified Customer Experience Professional (CCXP)
- Service Excellence Certification
Technical and Core Competencies
- Strong grasp of CX frameworks and international best practices
- Experience with CRM and CX platforms (e.g., Zendesk, HubSpot, Salesforce)
- Proficiency in data analysis tools like Excel, Power BI, or Tableau
- Excellent communication, leadership, and negotiation skills
- Deep knowledge of business process design and review
- Strong interpersonal skills to work with diverse teams and clients
Behavioral Traits
- Strategic thinking
- Decisiveness under pressure
- Empathy and emotional intelligence
- Conflict resolution
- Innovation and continuous learning
Company Culture and Values
At Optiven, culture isn’t just a buzzword—it’s the heartbeat of our organization. We are driven by a passion to transform lives and empower people through ethical business, impact investing, and strategic growth.
Core Values
- Godliness: Ethical and spiritual grounding in all engagements
- Professionalism: Delivering world-class service across every interaction
- Customer Focus: Customers are at the center of all decision-making
- Innovation: Continual improvement in systems, products, and services
- Teamwork: Supporting each other to achieve collective success
As the Customer Experience Manager, you will be the guardian of this culture—ensuring that clients feel valued and respected at every step of their journey with us.
How to Apply
If you believe you are the right person to elevate customer satisfaction and drive loyalty at Optiven, then we want to hear from you.
Application Instructions
- Prepare your CV and a cover letter outlining your suitability for the role
- Clearly state the position in the subject line: Customer Experience Manager
- Send your application to: recruitment@optiven.co.ke
Deadline
- Applications close on 20th June 2025
- Shortlisting is ongoing, so early submissions are encouraged
Recruitment Policy
- No charges or fees are required at any stage
- Only shortlisted candidates will be contacted
- Canvassing will lead to automatic disqualification
- By applying, you give consent for background checks
- Optiven is an equal opportunity employer
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TAGS: customer experience manager Kenya, service excellence jobs Nairobi, customer journey optimization jobs, Optiven careers 2025, CX leadership Kenya, customer satisfaction manager job, CRM and service improvement roles
