Senior Customer Experience Manager

Our Pitch – Who We Are

MoPhones is on a mission to empower Africans with high-quality, premium smartphones that do not break the bank. By combining a trusted online marketplace, local retail presence, and integrated financing, MoPhones makes renewed devices accessible, affordable, and better for the planet through circular, lower-waste

At MoPhones, everything we do is guided by three values: Authenticity, Ownership, and Focus.

• Authenticity – We build trust through honesty, transparency, and real care, ensuring customers feel confident in their renewed devices and financing options.

• Ownership – We take responsibility for the full customer journey, from registration and onboarding through support, escalations, and issue resolution.

• Focus – We prioritise high-quality, accessible smartphones and an excellent service experience that supports customers throughout their repayment journey.

Our products are distributed and sold online and through a network of local agents and outlets who earn commission when customers send payments, and users are supported by a dedicated customer care team based in Nairobi.

About the Role

The Senior Customer Experience Manager is a pivotal leadership role responsible for designing, refining and delivering a best-in-class customer journey across the entire MoPhones customer lifecycle; from onboarding and account activation through repayment, collections, and device upgrades. Reporting directly to the Customer Experience & Credit Operations Director, this role combines strategic thinking with hands-on execution to drive customer satisfaction and foster a culture of empathy and service excellence within the organization.

The successful candidate will lead a team of CX professionals, own the Voice of the Customer (VoC) programme, and act as an internal champion for customer-centric process design across credit, collections, and product teams.

1. Customer Experience Strategy & Delivery

• Own and continuously refine the end-to-end customer journey map across all MoPhones touchpoints including digital, in-person, and telephonic.

• Refine and execute a CX strategy aligned to MoPhones' business objectives, credit performance targets, and customer retention goals.

• Refine customer experience standards, service level agreements (SLAs), and escalation protocols across all customer-facing functions.

• Champion a culture of empathy-led customer interactions.

2. Team Leadership & People Development

• Lead, coach, and manage a team of Customer Experience Supervisors, Associates and Quality Officers, driving performance through clear KPIs and regular feedback loops.

• Conduct regular 1:1s, performance reviews, and structured development plans for all direct reports.

• Recruit, onboard, and retain top CX talent in alignment with MoPhones' growth trajectory.

• Build and maintain a high-performance CX team culture grounded in accountability, continuous learning, and customer advocacy.

3. Voice of the Customer (VoC) & Insights

• Own MoPhones' VoC; designing and deploying customer satisfaction surveys (CSAT and NPS) at key journey milestones.

• Synthesize customer feedback, complaints, and contact centre data into actionable insights reported to senior leadership on a regular cadence.

• Identify patterns in customer pain points  and drive resolution through cross-functional initiatives.

• Maintain a customer complaints tracker and ensure all complaints are resolved within defined TATs with root-cause analysis documented.

4. Credit-Specific Customer Experience

• Partner closely with the Credit Operations and Collections teams to design customer-centric policies around loan restructuring, payment reminders, hardship support, and device recovery processes.

• Refine communication frameworks (SMS, WhatsApp, call scripts, IVR) for credit-related customer touchpoints that balance commercial objectives with respectful, compliant customer engagement.

• Monitor and reduce customer-facing friction in credit onboarding, Know Your Customer (KYC) processes, and repayment experiences.

• Support the collections team with empathy-first engagement approaches that preserve customer relationships while driving repayment.

5. Process Improvement & Operational Excellence

• Identify and propose solutions to eliminate operational bottlenecks that degrade the customer experience.

• Refine standard operating procedures (SOPs) for all customer-facing processes, ensuring consistent service delivery at scale.

• Lead CX-related projects including system migrations, customer portal enhancements, self-service tooling, and omnichannel support rollouts.

• Use data to monitor key CX metrics and proactively flag risks to the CXC Director

6. Reporting & Stakeholder Management

• Prepare and present weekly and monthly CX performance dashboards covering CSAT, NPS, complaint resolution rates, SLA adherence, and team productivity.

• Collaborate with Product, Technology, and Marketing teams to ensure customer insights inform product development and go-to-market strategies.

• Represent the customer's perspective in cross-functional forums and decision-making processes.

Qualifications & Experience

• Bachelor's degree in Business Administration, Communications, Social Sciences, or a related field.

• 5+ years of progressive experience in customer experience, customer service management, or a related function with at least 3 years in a people management role.

• Demonstrable experience working in device financing, consumer lending, financial services, or a microfinance environment.

• Proven track record of designing and improving customer journeys with measurable impact on customer satisfaction and retention.

• Strong data literacy- comfortable working with CX dashboards, analysing trends, and translating insights into strategic recommendations.

• Exposure to CRM platforms (e.g, Salesforce, Zendesk, Freshdesk) and customer communication tools.

• Experience managing customer complaints at scale, including root-cause analysis and regulatory compliance.

• Excellent written and verbal communication skills.

• Experience working in a high-growth startup or scale-up environment.

Come make an impact with us

Join MoPhones and help build a more inclusive future of mobile access in Africa

MoPhones is committed to building a diverse, equitable, and inclusive team where every person can contribute, grow, and belong, regardless of their background, identity, or lived experience. The company actively welcomes candidates from underrepresented and historically excluded groups across gender, ethnicity, disability, age, religion, sexual orientation, and socio-economic background, and hires based on skills, potential, and shared commitment to the mission.

If you are excited about the role but do not meet every single requirement, you are strongly encouraged to apply; MoPhones knows that great teams are built by people with different paths and perspectives. Accommodations can be provided throughout the recruitment process on request, because an inclusive candidate and employee experience is essential to how MoPhones operates.