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Customer Experience Manager

1 week ago

Nairobi, Nairobi Area, Kenya Stawi Experiences Full time

About Stawi Experiences:

We are an Employee Experience and Events Agency with a strong presence in East and Central Africa, serving brands across the region.

This role is a pivotal part of our team, focusing on exceptional customer service to meet client needs.

Key Responsibilities:

  • Build and maintain strong relationships with clients, understanding their unique requirements and expectations.
  • Proactively communicate with clients to keep them informed and address any concerns.
  • Conduct regular check-ins to ensure client satisfaction and identify opportunities for improvement.

Event Execution:

  • Collaborate with internal teams to ensure seamless event planning and execution.
  • Work with the Head of Operations to oversee event logistics, including venue selection, vendor coordination, and timeline management.
  • Work with the Head of Operations and Accounts to monitor event budgets and ensure adherence to financial guidelines.
  • Resolve any issues that may arise during the event, ensuring a smooth experience for clients and attendees.

Post-Event Follow-Up:

  • Conduct post-event evaluations and gather feedback from clients and attendees.
  • Analyze event debriefs to identify areas for improvement and future opportunities.
  • Prepare detailed event reports for internal and external stakeholders.

Candidate Qualifications:

  • Bachelor's degree in Event Management, Hospitality, or a related field.
  • 4+ years of experience in event planning and management.
  • Strong project management and organizational skills.
  • Excellent communication and interpersonal skills.
  • Proficiency in event planning software and tools.
  • A passion for delivering exceptional customer experiences.
  • Ability to work under pressure and meet tight deadlines.
  • Strong attention to detail.