JOB TITLE: Customer Experience Manager

LOCATION: Nairobi

REPORTING TO: Head of Retail and Customer Experience

Vivo presently operates 30 physical stores in Kenya, 2 stores in Kigali, another in Uganda, and an online presence. Our Mission and Vision, “To be Africa’s most loved fashion brand” and “Africa Dressing Herself,” steer our five core company values. We prioritize our customers, aiming to enhance their lives through our products while nurturing and developing our talent and employees within the Vivo family. This underscores our commitment to recruiting, cultivating, and retaining the brightest minds globally. Embracing our fundamental principles — #OurPeopleFirst, #OneTeam, #DelightOurCustomers, #ChallengeTheStatusQuo, and #OwnTheResult — fosters a distinctive culture throughout our organization, enabling us to unlock the immense potential of this dynamic industry.

Job Purpose

The Customer Experience Manager ensures Vivo delivers a consistently excellent experience across all customer touchpoints — in-store, online, and post-purchase. This role transforms customer experience into a proactive, insights-driven function that strengthens satisfaction, loyalty, and retention.

Key Responsibilities

• Design and execute Vivo’s Customer Experience (CX) strategy across the entire customer lifecycle.
• Lead the CX team to deliver efficient, empathetic, and solution-oriented support across channels (in-store, online, WhatsApp, social media, and email).
• Develop and monitor CX standards, SLAs, and KPIs including CSAT, NPS, First Response Time, and Resolution Rate.
• Oversee implementation and management of the Vivo Loyalty Program, driving engagement, retention, and lifetime value.
• Manage and maintain accurate customer data in CRM systems; ensure effective segmentation, campaign targeting, and reporting.
• Collect and analyze customer feedback and insights to inform service improvements and product decisions.
• Design and conduct CX training programs for customer service teams and retail staff to enhance service delivery.
• Collaborate with cross-functional teams (Retail, Marketing, E-commerce, and IT) to align customer experience initiatives with business goals.
• Develop and share regular CX dashboards and reports with leadership to drive data-informed decisions.

Key Skills

• Deep understanding of customer journey mapping, CRM systems, and service quality metrics.
• Excellent communication, empathy, and conflict-resolution abilities.
• Strong analytical and reporting skills, with a data-driven approach to decision-making.
• Leadership and people management skills, with the ability to motivate and develop teams.
• Tech-savvy and adaptable to evolving digital tools and omnichannel systems.
• Strong collaboration and influencing skills across departments.
• Passionate about customer advocacy and brand experience.

Qualifications and Experience

• Bachelor’s degree in Business, Marketing, Communications, or related field.
• Minimum of 5 years’ experience in customer experience, CRM, or loyalty management, with at least 2 years in a leadership role.
• Proven track record in managing omnichannel support teams or programs.
• Fashion, lifestyle, or retail industry experience is a distinct advantage.
• Demonstrated experience using data and insights to enhance customer satisfaction and retention.

What We Offer

At Vivo, our people are our most valuable asset, and we take pride in our internal promotion and training programs that offer growth opportunities. We foster a supportive culture, care about our employees’ well-being, ensure a work-life balance, value individual voices, and provide the necessary tools for making a meaningful impact.