Customer Experience Manager

**About Us**:
Wasoko (“people of the market” in Swahili) is transforming communities across Africa by revolutionizing access to essential goods and services. We are East Africa's biggest digitized retail distribution platform powered by our own in-house logistics network. Tens of thousands of informal retailers across five countries (Kenya, Tanzania, Rwanda, Uganda and Zambia) use Wasoko to order everyday essential goods and receive working capital financing.

The informal retailers of Africa today are the primary if not the only channel used by consumers to purchase essential goods worth over $600 billion per year. The fragmented infrastructure across large land mass, distributed but diverse population and rather a smaller basket size spend does not yet lend themselves to big basket retail or mass consumer ecommerce. Instead, the informal retail ecosystem is THE channel for building the plumbing for digital and consumer

commerce across Africa.

This is Wasoko's opportunity. Wasoko with its brand, scale and logistics network is best positioned to build the technology-leveraged rails to serve the 1+ billion African consumers through informal retailers. We are building a digital-first operating system for informal retailers, focusing initially on B2B distribution but quickly incorporating a host of other tools and services to help communities across Africa get more for less.

**About The Role**
Working closely with the Global Head of Marketing, the CX Manager will be responsible for the Customer Lifecycle management from quality acquisition to the retention of clients. You will be responsible for driving the customer growth plan to hit commercial targets and interfacing cross-group. Your passion for customers will shine through as you creatively find new ways to improve customers experiences and customer journeys.

**About You**
Dynamic and Customer-centric Manager with 5+ years experience in a fast-paced environment.

A self-starter, who is comfortable raising pain points and areas of friction with key stakeholders, thinking outside of the box to identify and solve any customer issues, keeping everything on track, in a timely fashion.

Agile comes naturally to you. You are comfortable with fast growth and shift of direction for better results.

**Role Location**: To be based in any our operating countries

**Requirements**:

- Own the customer journey maps and service blueprints across markets.
- Design new journeys and optimize existing customers journeys that drive impact and activate the customer base across their lifecycle
- Responsible for monitoring Customer KPIs and leading a cross-functional team to drive action in support of the plan focusing primarily on Customer Retention and reactivation
- Manage customer insight requests to ensure the wider business is using data to drive decision making
- Drive action on key data insights relating to customer behavior to see tangible results across markets
- Work to ensure the wider business has customer-centricity at the heart by driving adoption of the brands' Customer Personas, providing toolkits to teams, and instilling them in Marketing Campaign processes
- Create strong relationships with stakeholders to ensure that customer experience requirements are understood and built into the roadmaps for all teams.
- Manage the prioritization of customer experience enhancements using CX data to determine where to focus key efforts.
- Work closely with the customer facing teams to gain meaningful insights
- Encourage problem-solving, design thinking, strategic thinking, and customer-orientation across the organization.

**Great to have**:

- An experienced CX Manager
- Focused experience of mapping digital customer journeys and customer insights
- Experience of working with customer surveys and measuring customer experiences.
- Experience of working with CX data, analyzing and understanding data to create insights.
- Experience of creating and telling stories from data, to explain and improve the customer journeys
- Stakeholders' management to reach solutions and collaborate effectively with internal teams.
- Proven competency in Microsoft Word, Excel, and PowerPoint along with strong presentation skills
- Excellent Interpersonal, organizational, cross-functional cooperation and projects management skills
- Autonomy to initiate & execute responsibility under minimum guidance
- Ability to work in fast paced environment, showing clear examples of resilience