Customer Experience Manager
Our client, a regional investment hub in Africa, seeks a Customer Experience Manager to elevate support services for their iGaming brand's users and drive gaming development in Africa.
This position can be based either in Kigali Rwanda, Nairobi in Kenya or Douala in Cameroon.
The ideal candidate will:
- Champion a customer-first approach within the support team.
- Optimize support functions including resource planning, performance management, and quality assurance.
- Continuously improve the brand's support user journey by identifying and resolving pain points.
- Act as the Voice of Customer, addressing challenges and ensuring a seamless experience.
- Stay abreast of industry trends and competitor activities to maintain a competitive edge.
- Analyze and report insights to stakeholders to drive improvements.
- Travel internationally between various office locations
Preferred qualifications and skills:
- Minimum 5 years of customer support experience management.
- Proven track record of driving high-impact initiatives.
- The chosen person needs to be a ''doer'' - someone hands-on and very motivated
- Self-driven leader comfortable with pioneering efforts.
- Proficiency in English and French; knowledge of Kiswahili and/or Portuguese a plus.
- Some experience in i-gaming is needed
- Locations
- Kigali, Nairobi, Douala
- Remote status
- Hybrid Remote
- Employment type
- Full-time
About iTalent PLUS
As iGaming recruitment specialists, at iTalent PLUS, we take pride in our role as matchmakers between exceptional talent and forward-thinking employers. From tackling personal decisions to reaching important milestones, our job is to guide you on the path of success. We are fueled by our commitment to excellence and go the extra mile to make sure our clients are fully satisfied with our work.
As a team of professional Recruitment Consultants, we create partnerships with a purpose, and always strive for significant outcomes. Contact us today for an initial consultation, and find out more about how we can tailor our services to your needs.
Customer Experience Manager
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