Customer Experience Manager – Social Media

Role Overview

Betika, a gaming, sports, and entertainment company, is looking for a Customer Experience Manager – Social Media to lead its digital customer service operations across social channels and other digital touchpoints. This senior management contract role, based in Nairobi from 8:00 AM to 5:00 PM, focuses on keeping service levels high, managing social media crises, aligning promotional campaigns with Marketing, and overseeing a team of CX officers. The position is critical to protecting the brand’s public reputation and ensuring customers receive swift, empathetic resolutions at scale. Monthly salary range: KSh 105,000 – KSh 150,000.

Key Responsibilities

• Direct daily social media CX operations across public and private channels, ensuring rapid response and high resolution rates.
• Build and deploy crisis communication frameworks, reactive scripts, and emergency workflows to mitigate negative social media commentary.
• Partner with Marketing and digital media teams to execute promotional campaigns, trivias, and sports engagement initiatives smoothly.
• Use historical call and volume data to forecast staffing needs and optimize shift schedules.
• Act as final escalation authority for complex bet disputes, bank transfer delays, promo winner validations, and high-value account issues, including walk-in clients at the corporate headquarters.
• Conduct root-cause analyses on recurring customer pain points to drive structural process improvements across departments.
• Lead, evaluate, and mentor CX social media officers by setting KPIs, running performance reviews, conducting quality assurance audits, and delivering targeted training.
• Track SLA compliance, CSAT, engagement rates, and escalation resolution metrics; deliver analytical reports to management; assist with CX operational budget tracking; and assess or integrate CX software, AI tools, and social listening technologies.

Requirements & Qualifications

• Bachelor’s degree in Communications, Public Relations, Marketing, Business Administration, or a related field.
• Minimum 5 years of proven experience in customer support management, with specialized expertise in social media CX, digital reputation management, or contact center operations.
• Direct background in high-volume, fast-paced industries such as gaming, betting, fintech, telecommunications, or e-commerce is highly advantageous.
• Exceptional social media crisis control, conflict resolution, and public messaging skills under pressure.
• Proficiency in social listening tools, modern CRM systems, CX analytics, and workforce management tools.
• Superior team management abilities, data-backed decision-making, and high emotional intelligence.

What We Offer / Why Join

• Full-time contract position with a monthly salary range of KSh 105,000 – KSh 150,000.
• Based at Betika’s corporate headquarters in Nairobi, Kenya.
• Senior management role with direct ownership of social media CX strategy and team leadership.
• Industry exposure in gaming, sports, and entertainment.