job
National
KE Link verified
General Manager, Customer Experience
SBM Bank
About this opportunity
SBM Bank hiring General Manager, Customer Experience in Consumer Banking at Head Office, Kenya. Open-ended contract.
Join SBM Bank Kenya’s leadership team as General Manager, Customer Experience and lead the bank’s customer-first strategy from Head Office.
What it offers
- Role: General Manager, Customer Experience
- Department: Customer Experience
- Band/Level: General Manager
- Location: Head Office
- Contract: Open-ended
- Expiry: Jul 31 2026
Who can apply
- Candidates for the General Manager, Customer Experience role.
What you'll do
- Drive customer-centricity and a “customer first” culture across all touchpoints and channels.
- Develop and implement Customer Experience business plans and strategies into day-to-day execution.
- Analyze service delivery, Voice of Customer data, and Net Promoter Score (NPS) to recommend improvements.
- Oversee Contact Centre operations, service recovery, and CRM deployment.
- Prepare CBK regulatory reports and ensure compliance with Prudential Guidelines.
- Implement profitable customer retention strategies and service-to-sales initiatives.
- Provide training and performance coaching for Customer Experience staff.
How to apply
- Apply online via the SBM Bank Kenya careers portal.
This summary is AI-generated from the official posting. Always verify every detail on the official site before applying.
Key details
TypeJob
Location
Kenya
KenyaFieldCustomer Experience
DeadlineDeadline not stated — check the official page
EligibilityNational
Open to applicants in the host country.
Get more like this by email
A weekly email of new opportunities in Kenya. Free, one click to stop.
Source : sbmbank.co.ke · Always verify details on the official site.