Drive Kenya Airways’ Customer Experience Strategy and initiatives to improve Customer relations, service delivery and customer loyalty to achieve high levels of Customer satisfaction at key stages of the customer journey. Head of Customer Experience and will be accountable for and lead on shaping the end-to-end experience of Kenya Airways customers and in collaboration with various teams and take responsibility for planning, developing, and managing a portfolio of initiatives that contribute to the overall Customer experience. The role will offer leadership and direction to the entire Customer Excellence, Customer relations and Loyalty teams.

Responsibilities   

• Lead a high-performance Customer Experience team offering strategic direction to key goals and a customer centric approach to the business for optimumcustomer experience delivery.
• Develop and implement strategiesfor the continuous improvement of Customer experience along the customerjourney, Customer conversion and retention.
• Develop and implement customer servicestandards across the organization.
• Establish corporate metrics for defining the relationship withcustomers.
• Lead in delivery of the Customer Excellence Sales and Loyalty products revenuesand Excellent customer relations
• Develop and implement all current and future customer affinity, loyalty and retention programs.
• Planfor annual finances of the Customer experience programs and teams and ensurethey are managed and kept within approved budgetary guidelines.
• Developthe partnership framework and manage the relationship with Airline Partnerswithin and outside of Sky Team as well as non-airline partnerships.
• Ensurebusiness performance of customer experience team is monitored and customer focusedapproach maintained, and Customer satisfaction insights gathered and sharedwith relevant stakeholders to influence the business in being more customercentric.
• Monitorcompetitive activity with respect to product and services including relatedcustomer offerings, so as to respond when appropriate through product andservice changes.

Job Requirements        

• Relevant UniversityDegree
• An understandingof the Airline industry and knowledge of customer experience managementapproaches and methodologies.
• 7 years in a managerialrole in a Commercial/Operations environment, 3 of which must have been in aSenior Management role.  Experience in acustomer-centric environment, leading diverse teams in a fast-paced environment.