Customer Experience & Engagement Executive

About the role

The Customer Experience & Engagement Executive will own the end‑to‑end journey of Uliza Events’ customers across Kenya and international markets. You will ensure a consistent, professional and positive experience from the first inquiry through order confirmation, production, delivery and post‑sale follow‑up.

Key responsibilities

• Serve as the primary point of contact for customers, responding promptly via phone, email, WhatsApp and other channels.
• Maintain regular communication throughout the order process, providing updates on quotations, payments, production and deliveries.
• Handle complaints and concerns professionally, ensuring timely resolution and follow‑up after delivery to confirm satisfaction.
• Build and nurture strong relationships with existing customers, identifying opportunities for repeat business and retention.
• Maintain accurate and up‑to‑date customer information in the CRM system, recording interactions, requests and resolutions.
• Coordinate internally with Business Development, Operations, Logistics, Production, Design and Accounts to resolve issues and communicate customer requirements.
• Collect and document customer feedback, monitor satisfaction levels and recommend improvements.

Required profile

• Excellent verbal and written communication skills with a professional demeanor.
• Highly organized, detail‑oriented and able to manage multiple customer interactions simultaneously.
• Customer‑focused mindset with a proactive approach to problem solving.
• Comfortable working with customers across different countries and time zones.

Required skills

• Proficiency in using CRM software to maintain accurate customer records.