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Urgent! Customer Experience Manager at Savannah Informatics Job Opening In Kenya, Kenya – Now Hiring Confidential

Customer Experience Manager at Savannah Informatics



Job description

Job Description

Savannah Informatics is a Kenyan e-Health software company founded by clinicians and finance specialists to deliver interoperable, connected solutions for healthcare facilities, organizations and regions.

Our vision is to enable a better healthcare future for Kenya through pioneering use of information technology and knowledge creation


Customer Experience Manager

Key Responsibilities:

  • Leadership & Team Management

  • Lead and develop the customer experience team, ensuring optimal workload distribution and staffing.

  • Provide coaching and mentorship to enhance team capabilities and foster career growth.

  • Implement leadership and training programs to build a customer-focused culture.

  • Act as the bridge between management and the CEX team, ensuring alignment with company goals.

  • Drive succession planning by developing skilled employees who can advance within the organization.

  • Customer Experience Strategy & Retention

  • Develop and execute CEX strategies to improve customer satisfaction, reduce churn, and increase retention.

  • Map the customer journeys and proactively identify opportunities for improvement.

  • Build strong relationships with key accounts and customers to drive engagement and loyalty.

  • Collect, analyze and interpret customer data to inform strategic choices and improve customer experiences using data-driven customer insights.

  • Operational Excellence & Process Improvement

  • Assess and optimize team workflows for efficiency and effectiveness.

  • Automate processes and personalized interactions such as chatbots & self-service solutions to enhance one-on-one customer engagement through the entire customer lifecycle

  • Promote a culture of continuous improvement in customer experience processes.

  • Report on key performance metrics to track progress and refine strategies.

  • Strategic Collaboration & Influence

  • Align cross-functional teams with CEX vision and goals, ensuring a unified approach to customer experience.

  • Partner with multiple stakeholders across Technical Support, Engineering, Product, and Account teams.

  • Be an advocate for customer-focused initiatives at all levels of the company, including executive leadership.

  • Report customer insights through, data visualization and storytelling to drive change and inspire action using customer insights
  • Skills & Qualifications:

  • Knowledge

  • A Bachelor’s Degree in a relevant field, such as Business and IT, Science, Economics, Statistics, or a related discipline.

  • 3-5 years of experience in Customer Experience Management, a background in growth, strategy, or project management roles would be an added advantage.

  • Advanced technical knowledge of CEX systems and tools; and experience with systems in the Healthcare industry will be an added advantage.

  • Deep understanding of strategic leadership principles and frameworks for aligning teams with business objectives.

  • Knowledge of workload assessment, staffing optimization, and high-performance team management principles.

  • Experience in mapping the customer journey and driving interventions.

  • Knowledge of industry trends to anticipate customer needs and business opportunities.

  • Required Skill Profession

    Advertising, Marketing, Promotions, Public Relations, And Sales Managers



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      Unlock Your Customer Experience Potential: Insight & Career Growth Guide


    • Real-time Customer Experience Jobs Trends in Kenya, Kenya (Graphical Representation)

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      The fundamental ethical values are:
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      • 2. Loyalty
      • 3. Impartiality
      • 4. Integrity
      • 5. Accountability
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      • 7. Obeying Kenya laws and regulations
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    • Interview Tips for Customer Experience Manager at Savannah Informatics Job Success
      Confidential interview tips for Customer Experience Manager at Savannah Informatics

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      • Other Openings
      • Practice: Prepare answers to common interview questions and rehearse using the STAR method (Situation, Task, Action, Result) to showcase your skills and experiences.
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      Final Thought:

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