Job Title: Program Manager – World-Class Customer Service (WCCS)

2024-10-15
Kenya
Company: People FOCO
Job Type: Full-Time
Qualification: Bachelor’s Degree
Experience: 3-6 years
Location: Nairobi
Job Field: Project Management, Sales / Marketing / Retail / Business Development

About the Opportunity
Our client is seeking a proactive and organized Program Manager to oversee and grow the World-Class Customer Service (WCCS) program. This role is responsible for driving program visibility, sales, and client satisfaction while ensuring seamless delivery and high-quality learning experiences in a fast-paced, relationship-driven environment.

Key Responsibilities
Sales & Business Development

• Generate enrolments and revenue for the WCCS program.
• Conduct needs-based discussions with organizations to identify service challenges.
• Present customized solutions that demonstrate ROI in employee engagement and customer satisfaction.
• Manage the full sales cycle from prospecting to closing.

Client Relationship Management

• Act as the primary contact for participants and client organizations.
• Build long-term relationships with HR, CX, and business leaders.
• Ensure smooth onboarding, clear communication, and timely follow-ups.
• Collect testimonials and success stories demonstrating program impact.

Program Coordination & Delivery

• Oversee all logistical and operational aspects of program delivery.
• Coordinate facilitators, venues, and participants for professional execution.
• Manage program materials, attendance, and communication.
• Track participant engagement, completion, and post-program impact.

Reporting & Insights

• Maintain accurate client and pipeline data using CRM systems.
• Prepare regular reports on enrolments, revenue, and client activity.
• Monitor conversion rates, feedback scores, and client retention.

Brand & Market Development

• Represent the organization at HR, CX, and industry events.
• Build professional networks within the customer-service, retail, and hospitality sectors.
• Collaborate with marketing on content such as blogs and case studies.

Qualifications and Key Skills

• Bachelor’s degree in Business, Marketing, Communication, or Customer Experience Management.
• 3–6 years in sales, client relationship management, or program coordination.
• Excellent interpersonal, presentation, and communication skills.
• Strong consultative-selling and solution-design ability.
• Proficiency in CRM systems and Microsoft/Google Workspace tools.

How to Apply:
Interested and qualified? Go to People FOCO on peoplefoco.etalent.net to apply.