Customer Experience Lead

JOB TITLE: Customer Experience Lead

LOCATION: Nairobi

Vivo presently operates 30 physical stores in Kenya, 2 stores in Uganda, another in Rwanda, and an online presence. Our Mission and Vision, “To be Africa’s most loved fashion brand” and “Africa Dressing Herself,” steer our six core company values. We prioritize our customers, aiming to enhance their lives through our products while nurturing and developing our talent and employees within the Vivo family. This underscores our commitment to recruiting, cultivating, and retaining the brightest minds globally. Embracing our fundamental principles — #OurPeopleFirst, #OneTeam, #DelightOurCustomers, #Question,Challenge & Improve, Do The Right Thing and #OwnTheResult — fosters a distinctive culture throughout our organization, enabling us to unlock the immense potential of this dynamic industry.

Job Purpose

The Customer Experience Lead is the operational leader of the Vivo team responsible for the day-to-day experience Vivo customers receive across all touchpoints: retail stores, call centre, email, WhatsApp and social. This role translates strategy set by the Head of Retail & CX into consistent, high-quality service delivery. It owns the complaint-to-store feedback loop, coaches and quality-assures the two CX Executives, and ensures Vivo's in-store and digital experience meets the brand standard.

This is a hands-on leadership role. The CX Lead is the first point of escalation for the Vivo team, the primary link between frontline agents and the Head of Retail & CX, and a key contributor to building the operational systems and processes that Vivo CX currently lacks.

Key Responsibilities

Team leadership & operations

Lead the day-to-day operations of the Vivo CX team task assignment, scheduling, queue management and workload distribution
Act as first point of escalation for Vivo team agents; resolve Tier 1 issues and escalate Tier 2 issues to the Head of Retail & CX

In-store & retail CX

Own the complaint-to-store feedback loop track and categorise Vivo complaints by store and feed recurring patterns into retail performance reviews
Conduct periodic in-store experience audits across Vivo retail locations; document findings and recommend improvements

Service standards & quality

Implement and enforce Vivo's service standards and SLAs across all customer channels
Conduct weekly QA scoring of agent interactions (calls, chats, emails) using the agreed scorecard

Metrics & reporting

Produce and submit the weekly Vivo CX metrics report (NPS, CSAT, FCR, AHT, complaint volumes) to the Head of Retail & CX
Monitor dashboard data in Odoo CRM; flag red flags and escalate anomalies proactively

CRM & loyalty

Ensure Vivo CX Executives are capturing accurate customer data in Odoo CRM at every interaction
Support the Head of Retail & CX in building the loyalty programme operational layer for Vivo customers
Contribute to customer knowledge capture to protect institutional memory and mitigate off-boarding risk

Key Skills

Leadership : Demonstrated experience leading or supervising a small team, including coaching and QA
Commercial : Able to connect CX performance data to customer retention and business outcomes
Systems: Comfortable working with CRM systems and digital customer communication tools
Communication: Strong written and verbal communication; able to draft customer-facing copy independently
Mindset: High ownership, proactive, structured brings solutions not just problems

Qualifications and Experience

3+ years in a customer experience, service delivery or customer operations role
Degree or equivalent professional qualification

How to Apply