Customer Experience Supervisor

Department: Operations

Reports To: Customer Experience Manager

Location: Metrofile Kenya

Role Purpose

The Customer Experience Supervisor is responsible for leading and supervising the customer experience function to ensure exceptional service delivery, strong client retention, revenue growth through upscaling and cross-selling, and consistent alignment with Metrofile’s service standards. The role focuses on managing day-to-day customer interactions, driving customer engagement, resolving escalations, and translating customer insights into actionable improvements that support business growth.

This role is both service-led and commercially focused, balancing customer satisfaction with retention, wallet share growth, and long-term client value.

Key Responsibilities

1. Customer Experience & Service Delivery

·       Supervise the end-to-end customer journey across all touchpoints (onboarding, service delivery, issue resolution, renewals).

·       Ensure all customer queries, complaints, and service requests are handled within agreed SLAs.

·       Act as the primary escalation point for complex or high-risk customer issues.

·       Ensure consistent application of Metrofile service standards and customer engagement protocols.

·       Drive a customer-first culture within the team through coaching, monitoring, and performance management.

2. Client Retention & Relationship Management

·       Own and actively manage customer retention performance across assigned client portfolios.

·       Monitor churn risks and proactively implement retention interventions.

·       Conduct regular customer check-ins, service reviews, and satisfaction touchpoints.

·       Support contract renewals by ensuring high service quality and addressing client concerns early.

·       Maintain accurate customer records and engagement history in the CRM system.

3. Upscaling & Cross-Selling Enablement

·       Identify opportunities for upscaling existing services (e.g., increased storage volumes, digitization services, value-added solutions).

·       Support cross-selling of Metrofile solutions in collaboration with Sales and Account Management teams.

·       Train and coach the customer experience team to recognize and escalate commercial opportunities.

·       Track and report revenue generated from upscaling and cross-selling initiatives.

·       Ensure customers clearly understand the full range of Metrofile solutions available to them.

4. Customer Engagement & Experience Measurement

·       Implement structured customer engagement plans, including periodic check-ins, satisfaction surveys, and service reviews.

·       Monitor customer satisfaction metrics (CSAT, NPS, complaint trends).

·       Analyze customer feedback and translate insights into process and service improvements.

·       Prepare customer experience performance reports and dashboards for management review.

5. Team Leadership & Supervision

·       Supervise, coach, and motivate Customer Experience Officers.

·       Set clear performance expectations aligned to KPIs and service standards.

·       Conduct regular performance reviews, one-on-ones, and coaching sessions.

·       Identify training needs and support continuous skills development.

·       Foster accountability, professionalism, and service excellence within the team.

6. Process Improvement & Compliance

·       Ensure all customer interactions comply with internal policies, data protection standards, and contractual obligations.

·       Identify service gaps, inefficiencies, and process improvement opportunities.

·       Work closely with Operations, Sales, and Finance teams to resolve systemic service issues.

·       Support audits, quality checks, and continuous improvement initiatives.

Key Performance Indicators (KPIs)

Customer Experience & Service KPIs

·       Customer Satisfaction Score (CSAT): ≥ 85%

·       Net Promoter Score (NPS): Target set quarterly

·       SLA Adherence: ≥ 95%

·       Complaint Resolution Turnaround Time: Within agreed SLA

·       Repeat Complaints Rate: ≤ 5%

 Retention KPIs

·       Customer Retention Rate: ≥ 95% per annum

·       Churn Rate: ≤ 5% annually

·       Renewal Success Rate: ≥ 95% of contracts due

·       At-Risk Account Recovery Rate: ≥ 70%

 Upscaling & Cross-Selling KPIs

·       Upscaling Revenue Contribution: Quarterly target set with Commercial team

·       Cross-Sell Conversion Rate: ≥ 20% of qualified opportunities

·       Average Revenue per Client (ARPC) Growth: Quarter-on-quarter increase

·       Number of Qualified Upsell Leads Generated: Monthly target

Customer Engagement KPIs

·       Structured Customer Touchpoints Completed: 100% of planned engagements

·       Quarterly Business Reviews Conducted: As per client segmentation plan

·       Customer Feedback Response Rate: ≥ 60%

·       Engagement-to-Retention Correlation: Measured quarterly

 Team Performance KPIs

·       Individual Team KPI Achievement: ≥ 85%

·       Training Completion Rate: 100%

·       Quality Assurance Scores: ≥ 90%

·       Employee Turnover (CX Team): ≤ Department target

Reporting & Measurement Cadence

·       Daily: SLA adherence, open issues, escalations

·       Monthly: CSAT, complaints, retention risks, upscaling leads

·       Quarterly: Retention performance, revenue impact from cross-selling, customer engagement outcomes

·       Annually: Customer lifetime value trends and service improvement impact

Qualifications & Experience

·       Bachelor’s degree in Business Administration, Customer Experience, Marketing, or a related field.

·       Minimum 3–5 years’ experience in customer experience, account management, or service delivery.

·       At least 1–2 years’ experience in a supervisory or team leadership role.

·       Experience in B2B service environments; records management, logistics, or SaaS experience is an added advantage.

Skills & Competencies

·       Strong customer-centric mindset with commercial awareness.

·       Excellent communication and stakeholder management skills.

·       Proven ability to manage escalations and complex client relationships.

·       Strong analytical and reporting skills.

·       Ability to coach and lead teams to performance.

·       High attention to detail and process discipline.

·       Working knowledge of CRM systems and customer analytics tools

Key Behaviours

·       Accountability and ownership

·       Professional judgment and discretion

·       Results-driven mindset

·       Continuous improvement orientation

·       Strong collaboration across functions

Metrofile is an equal opportunity employer and is committed to delivering world-class customer experience aligned to its values and strategic objectives.