Senior Customer Experience Manager at Irembo

Irembo is a technology company that designs and develops digital products to ease the accessibility of services in users’ everyday lives worldwide, starting with Rwanda. Our pioneer product, IremboGov, has enabled Rwandan citizens and foreigners to access over 100 public services online through a one-stop-shop platform. To date, we have made over 20M+ transactions through our platforms. We have ambitious goals to scale our technology worldwide to enable more governments and institutions to serve their citizens better. More information is available on irembo.com.

About You and the Role 

As the Senior Customer Experience Manager at Irembo, you will have the unique opportunity to shape the future of our customer experience function, manage a large team, and contribute to the ongoing success of our business by earning our users' love.

You will lead the design and implementation of a customer-centric support experience across all products, working closely with service distribution, product, business development,, and other teams to ensure that customer feedback is incorporated into product development and that the support team is equipped with the tools and resources they need to provide 10 star experience when interacting with our products.

What will you do:

• Re-define and execute a multi-channel support experience strategy that improves customer satisfaction metrics.
• Design and build systems that enable a human, responsive customer experience.
• Draft and structure customer experience processes and procedural manuals for call center, back office and Digital support. .
• Upskill the customer experience team to design, implement, and improve customer-centric processes.
• Define and execute programs/initiatives that have high customer and business impact.
• Communicate customer experience insights to stakeholders across the company.
• Build and maintain a data-driven framework to assess completeness of customer support tools and processes.
• Identify and document procedures/best practices to improve the customer experience.
• Ensure that customer issues are properly followed up and resolved on time.
• Manage customer crises from end to end.
• Develop and mentor the customer experience team.

You will be a good fit if:

• Bachelor's degree in business administration, management, or a related field
• 5+ years of experience in defining and driving Customer experience. An experienced running/working with a call center will be a plus
• Proficiency in developing and executing support strategies.
• Strong team management skills with the ability to lead, mentor, and develop individuals. Previous people management experience required. 
• Demonstrate  progressive experience in a related function is required with customer advocacy and engagement experience.
• Familiarity working with customers of all sizes, especially large enterprise organizations
• Exceptional communication and interpersonal skills, both written and verbal. An eye for detail is essential.
• Detailed oriented and analytical
• Startup Mindset: thrive in a dynamic and fast-paced environment, with a strong aptitude as self-starter and ability to adapt to evolving priorities and contribute to a culture of innovation.
• Strong technical, analytical, and problem solving skills.
• Proficiency in spoken and written Kinyarwanda is a requirement.

Benefits and Compensation

Employee savings plan

• A voluntary saving scheme plan where the company matches your savings up to 5% of your Net salary.

Mental health support

• Access to mental health support and therapy sessions with licensed therapists through a renowned mental wellness platform.

Medical insurance

• Medical cover for you and your family that includes access to dental care, ophthalmology services, maternity, chronic diseases, congenital malformation, and more, in Rwanda, Uganda, Kenya, and India. Note that, as required by the law, a 10% co-pay is required from the employee on outpatient services only.

Learning and development (L&D)

• We encourage self-driven professionals who want to learn and grow their knowledge and experience. A budget is allocated to you to access your professional development opportunities.

Other benefits

• Breakfast, lunch, and beverages (tea, coffee) at work
• Annual fitness membership at pre-selected good-quality facilities across Kigali.
• Interest-free salary advances 
• Annual paid leave - 21 days
• Annual performance bonus based on performance and company profitability
• 13th cheque equal to your net salary paid in December based on the joining date
• Hybrid work Policy and flexible hours

Please note that the salary for this position is commensurate with experience and qualifications, and will be discussed during the interview process.

Location

• Nyarutarama, Kigali, Rwanda

Application Deadline

• November 21, 2023

We are an equal opportunity employer and are committed to providing a positive interview experience for every candidate. We're on a mission to change our continent through technology and are committed to a diverse and inclusive workplace and strongly encourage applicants from all backgrounds, nationalities, and walks of life.

Our head office is based in Kigali, Rwanda.