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Customer Experience Manager – Social Media
BETIKA
Nairobi 🇰🇪 Kenya
Posted about 2 hours ago (24 Sep 2026) Updated about 2 hours ago
Job Description
The Customer Experience Manager – Social Media oversees the delivery of high‑quality customer interactions across social platforms. The role optimizes resources, monitors performance metrics, and implements training and quality programs to enhance service standards. It also develops crisis communication plans, manages budgets, and ensures regulatory compliance. Leadership of the social media support team drives continuous improvement and alignment with broader business objectives.
Qualifications & Requirements
- • Significant experience managing customer experience or contact‑center operations, preferably in a social‑media environment
- • Proven leadership skills with a track record of developing high‑performing teams
- • Strong understanding of regulatory and compliance requirements for customer interactions
- • Excellent communication and crisis‑management abilities
- • Ability to analyze data and translate insights into operational improvements
Required Skills
Responsibilities
- • Optimize staffing, technology, and facilities to meet service level targets
- • Track and analyze key performance indicators for social media support
- • Streamline processes to improve efficiency and customer satisfaction
- • Design and deliver training programs for social‑media support staff
- • Implement quality assurance initiatives to maintain interaction standards
- • Guide resolution of escalated or complex customer issues
- • Develop crisis communication scripts and resource plans for social media incidents
- • Manage negative comments and reputational issues promptly
- • Collaborate with Marketing and Digital teams on campaign execution
- • Prepare and control budgets for the customer experience function
- • Forecast future contact volumes using historical data and industry trends
- • Ensure compliance with relevant regulations and internal policies