Brief Description

Lead the Customer Experience Strategy and initiatives at Kenya Airways to enhance customer relations, service delivery, and loyalty, ensuring high levels of customer satisfaction throughout the customer journey. As the Head of Customer Experience, take accountability for shaping the end-to-end experience for Kenya Airways customers. Collaborate with various teams, leading the planning, development, and management of a portfolio of initiatives contributing to the overall customer experience. Provide leadership and direction to the entire Customer Excellence, Customer Relations, and Loyalty teams.

Detailed Description

Lead a high-performance Customer Experience team, providing strategic direction for key goals and adopting a customer-centric approach for optimal customer experience delivery.
Develop and implement strategies for continuous improvement of customer experience along the customer journey, including customer conversion and retention.
Implement customer service standards across the organization.
Establish corporate metrics to define the relationship with customers.
Lead in delivering Customer Excellence Sales and Loyalty product revenues and maintaining excellent customer relations.
Develop and implement current and future customer affinity, loyalty, and retention programs.
Plan annual finances for Customer experience programs and teams, ensuring they are managed within approved budgetary guidelines.
Develop the partnership framework and manage relationships with Airline Partners within and outside of SkyTeam, as well as non-airline partnerships.
Monitor business performance of the customer experience team, maintaining a customer-focused approach, and share customer satisfaction insights with relevant stakeholders to influence a more customer-centric business.
Monitor competitive activity regarding products and services, including related customer offerings, to respond appropriately through product and service changes.

Job Requirements

Relevant University Degree.
Understanding of the airline industry and knowledge of customer experience management approaches and methodologies.
7 years in a managerial role in a Commercial/Operations environment, with at least 3 years in a Senior Management role.
Experience in a customer-centric environment, leading diverse teams in a fast-paced setting.