Job Title: Customer Experience Manager
Reports to: Chief Executive Officer and Managing Director
Department: CEO
Location: Nairobi, Kenya
Role Purpose Statement:
The Customer Experience Manager will be responsible for the implementation and management of
the airline’s customer experience strategy, ensuring our passengers receive consistent, high-quality
service across all touchpoints, thereby fostering retention and loyalty. This role involves collaborating
with various departments to enhance the overall customer journey, from booking to post-flight
services, while maintaining the operational efficiency that defines a low-cost carrier.
Key Accountabilities/Responsibilities:
1. Develop and Implement the Customer Experience Strategy. Aligning it with the airline’s
broader business goals.
2. Cross-Functional Collaboration. Work closely with other departments ensuring a seamless
customer experience.
3. Customer Journey Management. Design, implement and optimize customer journey
strategies to improve satisfaction and loyalty while maintaining cost-efficiency. Ensure
consistency and quality across all customer interactions, including online platforms, check-in,
boarding, in-flight, and post-flight services
4. Quality Assurance. Monitor and evaluate customer service standards, identifying areas for
improvement and implementing changes as needed.
5. Customer Feedback Management. Oversee systems for collecting and analysing customer
feedback, using insights to inform strategic decisions and improve service delivery.
6. Training and Development. Design and implement comprehensive training programs for
customer-facing staff to ensure they are well-equipped to provide exceptional service. Ensure
that staff understand and can effectively communicate the airline’s customer promise.
7. Foster Customer-Centric Culture. Champion initiatives that promote a customer-centric
culture throughout the organization. Work with leadership to embed customer-focused
values into the company’s ethos, encouraging all employees to prioritize customer
satisfaction.
8. Crisis and Issue Management: Lead the resolution of customer service issues, ensuring timely
and effective communication. Develop and implement contingency plans to manage service
disruptions and maintain customer trust.
9. Champion a culture of innovation, continuous improvement, and excellence.
10. Lead, mentor, and manage team members to foster a cohesive team and achieve objectives.
Know How:
a) Technical Knowledge: Proficient in Brand management and customer relationship
management.
b) Management Skills: Strong leadership and project management skills. Experience in managing
cross-functional teams. Proficiency in data analysis and using customer feedback systems.
a) Human Relations Skills: Exceptional communication, problem-solving, and interpersonal
skills.
c) Specialized Knowledge: Deep understanding of brand management. In-depth knowledge of
customer service best practices.
Problem Solving:
a) Thinking Environment: Requires creativity and adaptability to navigate the competitive airline
market and changing customer expectations.
b) Thinking Challenge: conceptualizing innovative customer acquisition and retention strategies
to drive long-term customer engagement and revenue growth.
Accountability:
a) Freedom to Act: Autonomy to make strategic decisions to enhance the customer experience
journey.
b) Magnitude: Directly impacts the airline’s brand perception, customer loyalty, and revenues.
c) Impact of Decisions: Influences the success of brand reputation, revenues and customer
lifetime value targets
Qualifications:
b) Education: Bachelor’s degree in Business Administration, Marketing, Hospitality, or a related
field. Master’s degree is a plus.
c) Experience: Minimum of 5 years of Proven experience in customer service excellence and
customer experience, preferably in the airline, hospitality industry or a related field.
d) Certifications: Relevant certifications in customer experience.
