Customer Experience & Engagement Executive

Uliza Group is a growing African business with operations across multiple markets, providing event solutions, products, technology and related services to businesses, event organizers and institutions.

Through Uliza Events, we serve customers in Kenya and international markets with event identification products, event supplies, ticketing solutions and other event-related services.

We are looking for a proactive, customer-focused and highly organized Customer Experience & Engagement Executive to join our team and take ownership of the customer experience across our Kenya and international operations.

Role Overview

The Customer Experience & Engagement Executive will be responsible for ensuring that customers receive a consistent, professional and positive experience throughout their engagement with Uliza Events—from initial inquiry and order confirmation through production, delivery and post-sale follow-up.

The role will involve customer communication, CRM management, order follow-ups, complaint resolution, customer retention, feedback collection and coordination with the Sales, Operations, Logistics, Accounts and Production teams.

The ideal candidate should be an excellent communicator, highly responsive, organized, customer-oriented and comfortable working with customers across different countries and time zones.

Requirements

Key Responsibilities

1. Customer Experience & Engagement

• Act as a key point of contact for Uliza Events customers.
  
• Respond promptly and professionally to customer inquiries through phone, email, WhatsApp and other communication channels.
  
• Maintain regular communication with customers throughout the order process.
  
• Follow up on quotations, orders, payments, production and deliveries.
  
• Provide customers with timely updates on their orders.
  
• Handle customer complaints and concerns professionally and ensure timely resolution.
  
• Follow up with customers after delivery to confirm satisfaction.
  
• Build and maintain strong relationships with existing customers.
  
• Identify opportunities for repeat business and customer retention.
  

2. CRM & Customer Records

• Maintain accurate and updated customer information in the CRM system.
  
• Record customer interactions, requests, complaints and resolutions.
  
• Track pending customer issues and ensure they are followed through to closure.
  
• Ensure all relevant customer communication is properly documented.
  
• Maintain accurate customer databases.
  

3. Internal Coordination

• Coordinate with Business Development, Operations, Logistics, Production, Design and Accounts to resolve customer issues.
  
• Follow up internally on delayed orders, deliveries, payments and other customer concerns.
  
• Ensure customer requirements are clearly communicated to the relevant departments.
  
• Escalate issues that require management attention.
  

4. Customer Feedback & Retention

• Collect and document customer feedback.
  
• Identify recurring customer concerns and recommend solutions.
  
• Monitor customer satisfaction.
  
• Follow up with previous customers to encourage repeat business.
  
• Support the Business Development team in identifying opportunities within the existing customer base.
  

5. Communication

• Prepare professional customer emails, WhatsApp messages and other communications.
  
• Send order updates, reminders, follow-ups and service notifications.
  
• Maintain a professional and consistent tone in all customer communication.
  
• Support communication with international customers across different time zones.
  

Key Performance Indicators

Performance will be measured based on:

• Customer response time.
  
• Customer issue resolution time.
  
• Customer satisfaction and feedback.
  
• Follow-up completion rate.
  
• Customer retention and repeat orders.
  
• Number of unresolved customer issues.
  
• CRM accuracy and completeness.
  
• Quality and professionalism of customer communication.
  
• Effectiveness of internal coordination.
  

Qualifications & Experience

• Diploma or Bachelor's degree in Business Administration, Marketing, Communications, Customer Service, Public Relations or a related field.
  
• 2–5 years of experience in customer service, customer experience, customer success, client relations, account management or a related role.
  
• Experience in a B2B environment will be an added advantage.
  
• Experience using CRM systems such as Zoho CRM, HubSpot, Salesforce or similar systems is preferred.
  
• Excellent written and verbal communication skills.
  
• Strong follow-up and problem-solving skills.
  
• Good organizational and time-management skills.
  
• Proficiency in Microsoft Office/Google Workspace.
  
• Experience with WhatsApp Business and other customer communication platforms is an advantage.
  

Key Attributes

The ideal candidate should be:

• Customer-focused and empathetic.
  
• Professional and well-spoken.
  
• Highly responsive and proactive.
  
• Honest and dependable.
  
• Organized and detail-oriented.
  
• A strong team player.
  
• Good at handling difficult customers.
  
• Able to take ownership of issues and follow them through to completion.
  
• Comfortable working with customers from different countries.
  
• Able to work under pressure and meet deadlines.
  

Benefits

Remuneration

KES 30,000 Net per Month

The position offers an opportunity to grow within a rapidly expanding company serving customers across Kenya and international markets.

How to Apply

Interested candidates should send their CV, Cover Letter and Recommendation Letter to hr@uliza.agency with the subject line “Customer Experience & Engagement Executive.”

Application Deadline: 7/08/2026

Only shortlisted candidates will be contacted.