Gloib Group Limited- Head of Customer Experience
About the job
Job Title: Lead, Customer Experience
Location: Nairobi, Kenya
About Gloib Group Limited
Gloib Group Limited is a dynamic and forward-thinking consulting and technology company committed to transforming the financial and related industries through our various innovations and technologies. We run a number of standalone brands, across diverse sectors namely, finance, transportation, logistics, and green energy. We are more than just a professional services provider; we are visionaries, strategists and transformational leaders committed to unlocking the full potential of modern technology for an inclusive and sustainable future through various revolutionary and proprietary products. Our key product lines include PATIKANA AI, a debt recovery and management system, and Urban Swap, which focuses on developing sustainable transport systems in Africa. PATIKANA AI utilizes proprietary AI algorithms to bridge the gap in debt collection, while Urban Swap harnesses electric/green mobility systems to foster sustainable transportation and enhance mobility efficiency.
Job Description:
Position Overview: As the Lead, Customer Experience at Gloib Group Limited, you will be responsible for driving excellence in customer service and satisfaction across our product lines. Based in Nairobi, Kenya, this is a senior management role where you will lead a team dedicated to delivering exceptional customer experiences that align with our company’s values and objectives.
Key Responsibilities:
1. Strategic Planning and Leadership:
- Develop and implement a strategic vision and roadmap for customer experience, aligning with Gloib Group’s overall business goals and objectives.
- Lead and mentor a team of customer experience professionals, providing guidance, support, and direction to ensure a customer-centric culture and mind set.
2. Customer Journey Mapping:
- Conduct thorough customer journey mapping exercises to understand and optimize the end-to-end customer experience across all touchpoints and interactions.
- Identify pain points, opportunities for improvement, and moments of delight to enhance customer satisfaction and loyalty.
3. Voice of the Customer (VOC) Analysis:
- Gather and analyze customer feedback, complaints, and suggestions through various channels, such as surveys, reviews, and support tickets.
- Use VOC insights to drive continuous improvement initiatives, address customer concerns, and prioritize product enhancements and feature developments.
4. Cross-Functional Collaboration:
- Collaborate closely with product management, engineering, sales, and marketing teams to ensure a seamless and integrated customer experience across all stages of the customer lifecycle.
- Champion the voice of the customer within the organization, advocating for customer-centric decision-making and driving alignment on customer experience priorities.
5. Performance Monitoring and KPIs:
- Establish key performance indicators (KPIs) and metrics to measure and track customer satisfaction, retention, and loyalty.
- Monitor performance against KPIs, analyze trends, and identify areas for improvement, taking proactive measures to address issues and drive positive outcomes.
6. Customer Feedback Analysis and Action Planning:
- Analyze customer feedback and data to identify trends, patterns, and areas for improvement in the customer experience.
- Develop action plans and initiatives based on insights gathered from customer feedback to address issues, enhance satisfaction, and drive continuous improvement.
7. Customer Engagement and Relationship Management:
- Build and nurture strong relationships with key customers, stakeholders, and partners to understand their needs, challenges, and expectations.
- Proactively engage with customers through various channels, including surveys, focus groups, and feedback sessions, to gather insights and foster loyalty.
8. Customer Education and Training:
- Develop and implement customer education and training programs to enhance product knowledge, usage, and adoption among customers.
- Provide guidance, resources, and support to customers to help them maximize the value and benefits of Gloib Group’s products and services.
9. Crisis Management and Resolution:
- Lead crisis management efforts and response strategies to address critical issues, emergencies, or customer escalations in a timely and effective manner.
- Work closely with cross-functional teams to mitigate risks, restore customer confidence, and prevent recurrence of issues impacting the customer experience.
Qualifications and Skills:
- Bachelor’s degree in Business Administration, Marketing, or a related field. Master’s degree preferred.
- Proven experience in customer experience management, preferably in the technology or financial services industry.
- Strong leadership and team management skills, with the ability to inspire and motivate others to achieve common goals.
- Excellent communication and interpersonal skills, with the ability to build rapport and influence stakeholders at all levels.
- Analytical mindset and proficiency in data analysis tools and techniques to derive insights and inform decision-making.
- Strategic thinking and problem-solving abilities, with a track record of developing and executing customer experience strategies.
- Flexibility and adaptability to navigate a dynamic and fast-paced environment, with a focus on delivering results and driving continuous improvement.
- Analytical mindset with the ability to analyze data, identify trends and translate insights into actionable strategies and initiatives.
- Self-motivated and driven, with the ability to work independently and as part of a team in a fast-paced environment.
Company Expectations:
- Customer-Centric Mindset: Demonstrate a strong commitment to understanding and meeting the needs of our customers, ensuring their satisfaction and loyalty.
- Leadership Excellence: Lead by example, inspiring and empowering your team to deliver exceptional customer experiences and achieve high performance.
- Strategic Thinking: Develop and execute strategic initiatives that elevate the customer experience and drive business growth and competitiveness.
- Collaborative Spirit: Foster a culture of collaboration and teamwork, working effectively across functions and departments to achieve common goals and objectives.
- Continuous Improvement: Drive a culture of continuous improvement and innovation, proactively seeking opportunities to enhance the customer experience and exceed customer expectations.
- Results Orientation: Demonstrate a proactive and results-driven approach to customer service and experiences, setting clear goals and objectives and working diligently to achieve them.
- Product Knowledge: Demonstrate a deep understanding of Gloib Group’s product lines, including PATIKANA AI and Urban Swap, and contribute to their ongoing success and growth.
- Company values: Uphold Gloib Group’s values of innovation, customer-centricity, integrity, and excellence in all aspects of work.
Benefits:
- Competitive salary and benefits package.
- Comprehensive health insurance coverage.
- Opportunities for professional growth and career advancement within Gloib Group Limited.
- Opportunity to make a meaningful impact by contributing to the development of sustainable transport systems in Kenya.
- Dynamic, autonomous and inclusive work environment with a focus on innovation and sustainability.
- Flexible work arrangements and a supportive work environment.
- Access to cutting-edge technologies and innovative projects.
- Networking opportunities with industry experts and thought leaders.
- Social events, team-building activities and wellness programs to promote work-life balance and employee well-being.
At Gloib Group Limited, we are committed to building a diverse and inclusive workforce and encourage applications from individuals of all backgrounds. Join us and lead our efforts to deliver exceptional customer experiences that drive satisfaction, loyalty and business success. Apply now to make a meaningful impact in transforming the financial and transportation industries through innovation and technology.