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
DeadlineRolling, no fixed deadline
EligibilityNational
Open to applicants in the host country.
Source : sbmbank.co.ke · Always verify details on the official site.