Customer Experience Manager Job Vacancy in Kericho, Kenya – Retail

Job Description

Position: Customer Experience Manager

Company: Naivas Supermarket

Location: Kericho, Kenya

Experience: 5+ years in customer service or retail management

Education: Bachelor’s degree in Business Administration, Marketing, or related field

Employment Type: Full-time

Industry: Retail

Department: Customer Experience

Salary: SSP 150,000 – 250,000 per month

Vacancies:1

Company Overview

Naivas Supermarket is Kenya’s largest locally owned retail chain, operating over 70 stores nationwide. With a strong commitment to delivering quality products and exceptional service, Naivas has become a household name across urban and rural Kenya. The company’s vision is to provide an inclusive shopping experience that meets the evolving needs of Kenyan consumers while fostering local economic growth. As part of its expansion strategy, Naivas continues to invest in talent that can drive innovation, enhance customer satisfaction, and uphold the brand’s reputation for excellence. This role offers a unique opportunity to shape the customer journey in a dynamic retail environment, contributing directly to Naivas’ mission of becoming the preferred retailer in Kenya.

Job Overview

The Customer Experience Manager will lead the design, implementation, and continuous improvement of customer service initiatives across the Kericho store. Reporting to the Regional Operations Director, you will be responsible for creating a customer‑centric culture, developing service standards, and leveraging data analytics to enhance the overall shopping experience. This position plays a pivotal role in aligning store operations with Naivas’ strategic goals, ensuring that every customer interaction reflects the brand’s values of quality, reliability, and friendliness. For more information about Naivas and its career pathways, visit our partner portal at https://kenyajobsearch.com.

Key Responsibilities

• Develop and enforce customer service policies that align with Naivas’ brand standards.
• Monitor and analyze customer feedback, mystery shopper reports, and NPS scores to identify improvement areas.
• Lead a team of floor supervisors and service associates, providing coaching, performance reviews, and career development plans.
• Collaborate with merchandising, marketing, and store operations to ensure seamless integration of promotional activities and customer experience initiatives.
• Implement digital tools such as CRM systems and mobile feedback platforms to capture real‑time insights.
• Prepare monthly reports for senior management highlighting key metrics, trends, and actionable recommendations.
• Drive loyalty program enhancements and personalized service offerings to increase repeat visitation.
• Ensure compliance with health, safety, and regulatory standards related to customer interactions.

Required Skills

• Strong leadership and people‑management abilities.
• Excellent communication and interpersonal skills.
• Proficiency in data analysis and customer insight tools.
• Ability to design and implement service improvement projects.
• Customer‑focused mindset with a passion for retail excellence.
• Problem‑solving orientation and decision‑making confidence.
• Familiarity with retail POS and CRM systems.

Education

A Bachelor’s degree in Business Administration, Marketing, Hospitality Management, or a related discipline is required. Relevant certifications in Customer Experience Management or Retail Operations are advantageous.

Experience

Minimum of five years’ experience in customer service leadership within a retail or hospitality setting, with a proven track record of driving measurable improvements in customer satisfaction and loyalty.

Salary

The compensation package ranges from SSP 150,000 to SSP 250,000 per month, commensurate with experience and qualifications. Performance‑based bonuses and incentives are also part of the remuneration structure.

Benefits

• Health insurance coverage for employee and dependents.
• Retirement savings plan (NSSF contribution).
• Annual performance bonus.
• Employee discount across all Naivas stores.
• Paid annual leave and sick leave.
• Professional development allowance.

Training

• Comprehensive onboarding program covering Naivas’ culture, systems, and service standards.
• Ongoing leadership development workshops.
• Access to e‑learning platforms for skill enhancement.
• Mentorship opportunities with senior retail executives.

Working Environment

The Kericho store offers a vibrant, fast‑paced retail setting with a diverse team of dedicated professionals. Employees benefit from a collaborative atmosphere, modern facilities, and a strong emphasis on safety and well‑being. Naivas promotes a culture of continuous improvement, encouraging staff to share ideas and contribute to the store’s success.

Application Process

Interested candidates should submit their updated CV and a cover letter outlining their relevant experience through the online application portal. Applications will be reviewed on a rolling basis, and shortlisted candidates will be contacted for an interview. For additional career resources and regional opportunities, please visit https://tanzaniajobsearch.com/.

Equal Opportunity Statement

Naivas Supermarket is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of gender, ethnicity, religion, disability, or sexual orientation. All qualified applicants will receive consideration for employment without regard to any protected characteristic.