Customer Operations & Conversion Manager
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Lead the customer operations team for a property platform, managing enquiries from social media, WhatsApp, websites, and phone channels through qualification, viewings, and handover to sales and leasing. The role also covers team building, CRM quality, response standards, and performance monitoring.
- Full-time, onsite position based in Nairobi
- Leads recruitment, training, coaching, and customer operations processes
- Manages enquiries from TikTok, Facebook, Instagram, WhatsApp, web, and phone
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Lead the customer operations team for a property platform, managing enquiries from social media, WhatsApp, websites, and phone channels through qualification, viewings, and handover to sales and leasing. The role also covers team building, CRM quality, response standards, and performance monitoring.
- Full-time, onsite position based in Nairobi
- Leads recruitment, training, coaching, and customer operations processes
- Manages enquiries from TikTok, Facebook, Instagram, WhatsApp, web, and phone
- Requires 3–5 years of experience and a BA, BSc, or HND qualification
- Salary range of KSh 200,000–KSh 300,000 per month
AI job guide
Use this guide to check salary signals, requirements, documents, application steps and safety before you apply.
AI salary guide
Source salary availableThe source lists KSh 200,000 - KSh 300,000/month. Confirm the final pay, benefits, contract terms and allowances directly with the employer before accepting an offer.
Can you qualify for this role?
- Required3+ 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 sales, call_center, Customer Operations ManagerThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in KenyaThe vacancy is associated with this location.
- UnclearComfort with the Full Time 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 Operations & Conversion Manager evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to Vellmont Advisory Ltd and the role in Kenya.
- Add concrete examples related to sales, call_center, Customer Operations Manager, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from MyJobMag 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
- MyJobMag 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 Operations & Conversion Manager role in sales, call_center?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Kenya under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research Vellmont Advisory Ltd 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
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Customer Operations & Conversion Manager
Job Type: Full Time
,
Onsite
Qualifications
BA/BSc/HND
Experience
3 - 5 years
Location: Nairobi
Job Field: Customer Care, Success and Service
Salary Range
KSh 200,000 - KSh 300,000/month
Job Summary
Thousands of prospective property buyers and renters discover NestVest Properties via TikTok, Instagram, Facebook and WhatsApp. We are seeking an experienced team leader to own the end‑to‑end customer enquiry journey: ensuring every serious customer enquiry receives fast responses, suitable property recommendations, confirmed viewings and proper hand‑over to sales and leasing teams for deal closure.
You will build and lead our customer operations team from the ground up. Social media generates incoming enquiries; your team converts these into qualified property viewings, while the sales and leasing managers handle negotiation and closing. You will monitor stalled cases and intervene to keep customer journeys on track after handover.
Key Responsibilities
- Lead the Customer Operations Team
- Recruit, onboard, train, coach and conduct performance reviews for the customer operations team.
- Establish formal standards for response SLA, lead qualification, prioritisation, follow‑up workflows and cross‑team hand‑over processes.
- Manage staff duty coverage rosters including evening and weekend working hours; personally handle high‑priority and stalled customer cases.
- Convert Incoming Customer Enquiries
- Oversee enquiry queues across TikTok, Facebook, Instagram, WhatsApp Business, company website and phone channels.
- Match customer requirements to verified available properties with correct pricing and payment terms.
- Arrange confirmed property viewings including virtual video viewings for diaspora‑based buyers.
- Own reply templates and conversation guidance documents; conduct weekly reviews of real‑world customer interaction records.
- Provide actionable feedback to the social‑media team on content and campaigns that generate genuine qualified customer demand.
- Manage CRM Data Quality & Processes
- Maintain complete customer records including customer needs, budget, lead source, assigned owner, opportunity stage, next‑action steps and deadlines.
- Eliminate duplicate records, missed follow‑ups, unallocated enquiries and incomplete hand‑overs within the CRM system.
- Collaborate with the technology team on enquiry capture, routing and performance reporting. Ensure full compliance with the
- Kenya Data Protection Act, 2019
- for all customer personal data.
- Cross‑team Hand‑over & Case Follow‑through
- Agree documented lead‑qualification and hand‑over criteria jointly with Sales and Leasing Managers.
- Ensure every transferred enquiry is formally accepted, assigned and contacted promptly, with one clear opportunity owner at every process stage.
- Escalate stalled customer cases and coordinate corrective actions with the responsible business manager.
- Performance Measurement & Continuous Improvement
- Identify customer drop‑off points across the journey and implement corrective improvements.
- Prepare daily and weekly performance reports covering incoming enquiries, qualified leads, hand‑overs, completed viewings and deal‑related metrics. Split reporting for sales (property purchase) and rental streams and break results down by lead source / platform.
- Required Qualifications & Experience
- Minimum 4 years’ working experience in customer operations, inside sales, lead management or sales‑operations roles.
- Minimum 2 years’ experience supervising or managing a team of staff.
- Proven track‑record converting high‑volume incoming enquiries from social‑media direct messages and WhatsApp Business.
- Hands‑on practical CRM experience: sales pipeline management, lead‑assignment rules, data‑quality governance and performance reporting.
- Experience creating operational procedures, delivering staff training and auditing real customer conversations.
- Strong analytical skills and organisational ability; excellent written and spoken English.
- Desirable / Advantageous Qualifications
- Fluent Swahili; working familiarity with Sheng.
- Real‑estate industry background or experience in high‑value consultative sales.
- Experience supporting remote diaspora‑based customers.
- Demonstrated measurable improvements for KPIs such as response times, viewing volumes or lead‑to‑deal conversion rates.
- Your First 30 Days
- Week 1: Roll‑out customer‑service duty rosters, CRM ownership rules, lead‑prioritisation logic and formal hand‑over SOPs; begin supporting live incoming customer enquiries.
- Map full end‑to‑end customer journey across all marketing channels and identify key customer drop‑off points.
- Agree documented service standards with Sales and Leasing teams; implement regular CRM data‑quality checks, customer‑conversation reviews and baseline performance reporting.
- Complete assessment of existing team capability and submit a formal 90‑day functional improvement plan to the Managing Director.
- Key Performance Measures
- First‑response time | Follow‑up completion rate | CRM record accuracy | Timely accepted hand‑overs | Confirmed & attended property viewings | Reduction in stalled enquiries | Contribution to completed property transactions | Team output and service quality
- Check how your CV matches this job
Method of Application
- Interested and qualified candidates should forward their CV to:
- [email protected]
- using the position as subject of email.
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