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Customer Experience Manager – Social Media

BETIKA Nairobi Contract Posted 2026-09-24
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CountyNairobiCityNairobiContractContractPosted2026-09-24Close dateNot specifiedExperience5 yearsSourceBrighterMonday KenyaSalaryKSh 105,000 - 150,000
customer experience managersocial mediacustomer serviceoperations managementNairobicontractsenior levelBetikaKSh 105,000 - 150,000crisis communicationfactorycall_center
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AI summary

Betika is hiring a Customer Experience Manager – Social Media in Nairobi to oversee daily operations and drive customer experience performance across all social media platforms. The role requires a Bachelor's degree, 5 years of experience, and senior-level expertise in operations management, KPIs, and crisis communication.

  • Oversee daily operations and drive customer experience performance at Betika
  • Manage social media campaigns, Trivia, and promotions with Marketing and Digital teams
  • Develop crisis communication plans and handle negative comments effectively
  • Bachelor's degree required with 5 years of senior-level experience
  • Contract position with working hours 8 to 5, salary KSh 105,000 - 150,000

AI job guide

Use this guide to check salary signals, requirements, documents, application steps and safety before you apply.

AI salary guide

Source salary available

The source lists KSh 105,000 - 150,000. Confirm the final pay, benefits, contract terms and allowances directly with the employer before accepting an offer.

Can you qualify for this role?

  • Required5+ years of relevant experienceThe job post includes a minimum experience signal.
  • RequiredEducation or certification mentioned in the postThe captured text mentions education, a diploma, certificate, or licence.
  • PreferredPractical evidence in factory, call_center, internshipThe tags and summary point to skills connected with this role.
  • RequiredAvailability to work in NairobiThe vacancy is associated with this location.
  • UnclearComfort with the Contract contract termsConfirm hours, duration, probation and benefits at the original source.

Documents to prepare

  • Likely requiredUpdated CV
  • Role specificCover letter or short employer message
  • OptionalProfessional references
  • Role specificAcademic or professional certificates
  • VerifyID or passport only after verifying the employer

Application tips for this job

  • Place your strongest Customer Experience Manager – Social Media evidence in the first half of your CV.
  • In your cover letter or employer message, connect your experience to BETIKA and the role in Nairobi.
  • Add concrete examples related to factory, call_center, internship, ideally with measurable outcomes or clear responsibilities.
  • Follow the instructions from BrighterMonday Kenya; avoid sending documents to unofficial contacts or copied links.
  • Confirm the deadline, interview location and employer contact before sharing personal documents.

Source and safety check

  • BrighterMonday Kenya
  • Original source link available
  • Application method is clear
  • Deadline not specified
  • No major risk signal was detected in the captured text.

Never pay for interviews, shortlisting, medical checks, uniforms, or job placement. Confirm every application at the original source before sharing personal documents. Report suspicious listing.

Interview preparation

  • What experience makes you a strong fit for this Customer Experience Manager – Social Media role in factory, call_center?
  • How have you handled responsibilities similar to those in this job post?
  • Are you available to work in Nairobi under the listed contract or schedule?
  • Prepare examples with clear responsibilities, tools used and measurable outcomes.
  • Review the source and research BETIKA before the interview.

Ask what the first priorities will be in the role and how success will be measured.

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Original source description

  • B
  • Customer

Experience

  • Manager – Social Media
  • BETIKA
  • Customer Service & Support
  • Today
  • Easy apply
  • New
  • Nairobi
  • Contract
  • Entertainment, Events & Sport
  • KSh
  • 105,000 - 150,000
  • Share link
  • Share on WhatsApp
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  • Job summary
  • The job holder is responsible for overseeing, managing daily operations and to driving the performance of customer
  • at Betika. The job holder is responsible for ensuring excellent customers service, effective and efficient issue resolution and the overall satisfaction and
  • of Betika Customers across all social media platforms.
  • Min Qualification:
  • Bachelors
  • Level:
  • Senior level
  • Length:
  • 5 years
  • Language Requirement:
  • English
  • Working Hours:
  • Contract - 8 to 5
  • Applicant
  • Location:
  • Kenya
  • Job descriptions &
  • meets service level targets and quality standards.
  • Streamline operational processes to enhance efficiency and improve the overall customer experience.
  • Develop and oversee training programs to enhance the skills and knowledge of customer experience- social media staff.
  • Implement and manage quality assurance programs to ensure consistent and high-quality customer interactions.
  • Provide guidance and support for the resolution of escalated issues and complex customer interactions
  • Develop and implement crisis communication plans (scripts and resource allocation) for social media team/Digital care team. Handle negative comments or situations effectively and efficiently.
  • Collaborate with other departments to ensure alignment of customer
  • – voice operations with broader organizational strategies.
  • (Social Media Campaign management) Collaborate with the Marketing and Digital teams to execute social media campaigns, Trivia and promotion
  • Participate in the development and management of budgets, ensuring effective financial control within the Customer
  • Center
  • Utilize historical data and industry trends to forecast future call volumes and plan for resource requirements.
  • Ensure compliance with relevant regulations and standards in customer
  • –
  • voice operations.
  • Develop effective communication strategies for both internal and external stakeholders to ensure a cohesive and informed work environment. Optimize operational practices to enhance efficiency and profitability.
  • People and Performance Management:
  • Provide strong leadership to the customer
  • -voice team, setting clear expectations and fostering a positive work culture.
  • Conduct regular performance evaluations for team members, providing constructive feedback and setting performance goals.
  • Implement recognition programs to acknowledge and reward outstanding individual and team performance.
  • Promote team building activities and initiatives to strengthen collaboration and cohesion within the team.
  • Address and resolve interpersonal conflicts within the team, promoting a harmonious work environment.
  • Participate in workforce planning activities to ensure adequate staffing levels, skills, and competencies for optimal performance.
  • Issue Escalation and Resolution:
  • Serve as the final escalation point for complex or high-priority customer issues, providing guidance to the team.
  • Offer support to walk in customers with complex queries that have them walk to the HQ and other requests i.e. Bank transfers, promo winners, bet disputes and other account related inquiries
  • Develop and implement effective strategies for issue resolution, ensuring timely and satisfactory outcomes for customers.
  • Analyze patterns in escalated issues to identify root causes and contribute to process improvements.
  • Provide ongoing training and support to customer
  • – voice staff in handling escalated issues, improving overall team competency.
  • Oversee the handling of customer feedback related to issue resolution, using insights for continuous improvement.
  • Collaborate with other departments, such as product development or technical support, to address complex issues and enhance overall resolution processes.
  • Reporting and Analytics:
  • Generate regular reports on individual and team performance, providing insights into achievements and areas for improvement.
  • Conduct root cause analysis for recurring issues, contributing to process improvements and resolution strategies.
  • Generate reports on operational efficiency, identifying opportunities for streamlining
  • processes and improving overall performance.
  • Effectively communicate reporting results to management and relevant stakeholders, providing actionable insights for decision-making and strategy development.
  • Coaching:
  • Provide constructive and regular feedback to team members on their performance, emphasizing strengths and areas for improvement.
  • Identify individual training needs and facilitate coaching sessions to enhance the skills and knowledge of team members.
  • Collaborate with team members to set clear and achievable performance goals aligned with organizational objectives.
  • Regularly monitor and assess the performance of Customer
  • Center staff, tracking progress against established goals.
  • Encourage a culture of continuous improvement, supporting staff in implementing feedback and refining their skills.
  • Technology innovations:
  • Continuously evaluate emerging technologies relevant to customer
  • – voice operations, identifying opportunities for improvement.
  • Oversee the integration of new technologies with existing systems, ensuring seamless functionality.
  • Provide training programs for Customer
  • Center staff to ensure proficiency in using new technologies, maximizing their potential.
  • Budget:
  • Collaborate in the development of the customer
  • – voice budget, considering resource needs, technology requirements, and operational expenses.
  • Monitor and track expenditures within the customer
  • – voice, ensuring adherence to the approved budget.
  • Identify opportunities for cost optimization without compromising service quality, contributing to overall financial efficiency.
  • Participate in resource allocation planning, aligning staffing levels, technology investments, and operational expenses with budgetary constraint
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  • Do not make any payment without confirming with the BrighterMonday Customer Support Team.
  • If you think this advert is not genuine, please report it via the Report Job link below.
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Requirements

  • Operations Management:
  • Optimize resource allocation, including staffing levels, technology, and facilities, to meet operational needs.
  • Oversee and analyze key performance indicators (KPIs) to ensure customer
Source and provenanceSource: BrighterMonday Kenya. Last checked: 2026-09-27.Kazi Connect is a job discovery service, not the employer. Always confirm the vacancy at the original source.Summaries may be AI-assisted. Report inaccurate content.
Never pay to apply. Always confirm the original source and watch for payment requests, sensitive document requests, or unrealistic promises.