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About the Organisation
M-KOPA is a leading African fintech innovator recognized globally for driving financial inclusion. Named one of Africa’s fastest-growing companies by the Financial Times (2022–2025) and featured on TIME100’s Most Influential Companies list (2023 and 2024), M-KOPA has served over 5 million customers and unlocked $1.5 billion in cumulative credit. Its Mobility division focuses on providing affordable and sustainable eMobility solutions while supporting digital and financial inclusion across Africa.
Customer Experience Manager – eMobility job at M-KOPA | Apply Now
Nairobi, Kenya
Are you looking for Management jobs in Kenya 2025 today? then you might be interested in Customer Experience Manager – eMobility job at M-KOPA
Full Time
Deadline:
30 Sept 2025
Job Title
Customer Experience Manager – eMobility job at M-KOPA
M-KOPA
Job Description
Reporting to the General Manager, the Customer Experience Manager will oversee customer service excellence across all Mobility retail outlets. This includes ensuring effective onboarding of motorbikes, developing customer feedback systems, setting and monitoring SLAs, and analyzing satisfaction metrics such as CSAT and NPS. The role also involves training retail teams, managing vendor relationships, overseeing budgets, and aligning customer experience initiatives with overall business strategy. The position is highly collaborative, requiring coordination with IT, marketing, product, and sales teams to design and implement innovative customer service processes.
Duties, Roles and Responsibilities
Qualifications, Education and Competencies
See all details of the qualifications, competencies and education for this role under the "How to Apply" section below.
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How to Apply
Lead end-to-end motorbike onboarding processes across all retail outlets.
Monitor and improve customer satisfaction metrics (CSAT, NPS).
Establish and enforce SLAs for effective query resolution.
Analyze customer feedback and prepare reports for leadership decision-making.
Collaborate with IT, marketing, product, and sales to align customer strategies with business goals.
Design, document, and test new onboarding and service delivery processes.
Develop and deliver staff training programs on customer service and product knowledge.
Manage budget preparation, vendor payments, and retail financial operations.
Build and maintain strong vendor and stakeholder relationships.
Lead, coach, and mentor customer experience officers and field service teams.
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
Bachelor’s degree in Business Administration or a related field.
Minimum of 7 years’ experience in customer experience management, retail operations, or related roles.
Proven leadership and team management experience.
Proficiency in MS Office Suite, Google Suite, and CRM systems (e.g., Freshdesk).
Strong analytical and problem-solving skills, with a track record of data-driven improvements.
Excellent communication, stakeholder engagement, and training skills.
Fluency in English and Swahili.
Ability to thrive in a fast-paced, customer-focused environment.
