Brief Description

Drive Kenya Airways’ Customer Experience Strategy and initiatives to improve Customer relations, service delivery, and customer loyalty to achieve high levels of Customer satisfaction at key stages of the customer journey. Head of Customer Experience and will be accountable for and lead on shaping the end-to-end experience of Kenya Airways customers in collaboration with various teams and take responsibility for planning, developing, and managing a portfolio of initiatives that contribute to the overall Customer experience. The role will offer leadership and direction to the entire Customer Excellence, Customer relations, and Loyalty teams.

Detailed Description

• Led a high-performance Customer Experience team offering strategic direction to key goals and a customer-centric approach to the business for optimum customer experience delivery.
• Develop and implement strategies for the continuous improvement of Customer experience along the customer journey, Customer conversion, and retention.
• Develop and implement customer service standards across the organization.
• Establish corporate metrics for defining the relationship with customers.
• Lead in the delivery of Customer Excellence Sales and Loyalty products revenues and Excellent customer relations
• Develop and implement all current and future customer affinity, loyalty, and retention programs.
• Plan for annual finances of the Customer experience programs and teams and ensure they are managed and kept within approved budgetary guidelines.
• Develop the partnership framework and manage the relationship with Airline partners within and outside of Sky Team as well as non-airline partnerships. 
• Ensure the business performance of the customer experience team is monitored and customer-focused approach is maintained, and Customer satisfaction insights are gathered and shared with relevant stakeholders to influence the business to be more customer-centric.
• Monitor competitive activity concerning products and services including related customer offerings, to respond when appropriate through product and service changes.

Job Requirements

• Relevant University Degree
• An understanding of the Airline industry and knowledge of customer experience management approaches and methodologies.
• 7 years in a managerial role in a Commercial/Operations environment, 3 of which must have been in a senior Management role.  Experience in a customer-centric environment, leading diverse teams in a fast-paced environment.

How To Apply

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Closing Date: 06-Dec-2023