Kenya Airways Manager Omni-Channel Experience - Digital Commerce and Customer Experience Jobs in Kenya

Kenya Airways Manager Omni-Channel Experience - Digital Commerce and Customer Experience Jobs in Kenya


  • Manager Omni-Channel Experience is responsible for connecting all sales channels and fuse them into one seamless Kenya Airways shopping experience.

  • The role is a key enabler to direct first strategy.

    Key duties and responsibilities will include;

  • Owning the overall roadmap for key Kenya Airways Digital touchpoints initiatives, including strategy definition and delivery

  • Working with IT and digital operations team deliver a strong omnichannel experience by having a single commerce platform that joins front-end and back-end systems and also provides a central hub for order management, customer, stock and inventory data.

  • Ensure accurate information across all customer touch points is delivered in real-time to create efficiencies and improve the customer experience.

  • Combine all customer data into a single source to get one complete view of the customer across all channels and touch points to deliver a consistent customer service and also support personalized marketing, merchandising and targeted promotions across all channels.

  • Together with IT and digital operations team define and execute the Mobile first strategy.

  • You will wake up every day obsessed with finding new and treading channels where customers are and adding these into existing channels.

  • Provide end to end Product Management to ensure digital offerings meet client needs while differentiating Kenya Airways in the marketplace.

  • Partner with digital operations team to resolve operational concerns that impact order fulfillment.

  • Build strategic plans to bring digital and live environments (e.g. retail, call centre) together through authentication capabilities.

  • Develop a digital-first strategy and roadmap to transform our customer's authentication experience into best in class throughout the customer journey.

  • Troubleshoots and researches issues related to changing trends, behaviours, or performance to identify what is impacting the business and determine how to address.

  • Manages vendor partners to help solve customer and business problems and collaborate to drive for new innovations in products and services that best meet business needs.

  • Analyze E2E flows using customer behaviour data to identify opportunities for improvement.

  • Convert strategic ideas into executable actions by defining solution requirements and facilitating the various team activities to implement solutions.

  • Facilitate ideas to enhance the customer experience and improve speed to market.

  • Conducting competitive analysis and market research across mobile.

  • Develop business solutions and functionality to remove adoption barriers and increase client utilization of digital tools.

  • Drive app downloads, managing reporting and creating the ultimate mobile customer experience.

  • In collaboration with acquisition team, you will develop, identify and manage comprehensive mobile marketing campaigns that drive mobile app adoption, improve the customer experience and identify mobile consumer optimization opportunities.

  • Drive mobile app engagement and making the Kenya Airways App the #1 mobile app user experience. You need to have creative approaches that drive customers engagement through the mobile application.

  • Seek continuous product and service improvement through customer and employee feedback.

  • Managing the mobile product roadmap including i.e Native APPs, hybrid applications, and progressive web apps.

  • Interact internally with sales teams to leverage electronic channels for maximum channel containment and Channel shift to electronic ‘self-serve’ channels.

  • Mentor and coach existing team members to support their performance and development


  • 5-7 years of experience, with knowledge of Retail operations and/or eCommerce operations specifically on Omni channel.

  • Core understanding of web content and ecommerce website functionality.

  • Experience with Omni channel marketing, brand or agency experience a plus

  • Experience in the online gaming industry.

  • Strong focus on User experience for mobile.

  • Strong knowledge of A/B testing platforms e.g Adobe Target, Optimizely

  • Deep understanding of testing, personalization and segmentation best practices.

  • Strong tactical problem-solving, proven cross-functional leadership, and a bias for action.

  • Proven ability to work in a demanding, fast-paced global environment; must be able to leverage cross-functional teams to deliver results to meet specific deadlines and shift focus with changing priorities.

  • Excellent interpersonal and relationship-building skills with the ability to communicate effectively with senior managers.

  • Experience with product management and product strategy development

  • Understanding of Agile and design thinking working approach.

  • Critical thinking/ problem solving skills

  • If interested, kindly submit your application online.

  • Only shortlisted candidates will be considered.

    How to Apply

  • For more information and job application details, see; Kenya Airways Manager Omni-Channel Experience - Digital Commerce and Customer Experience Jobs in Kenya

    Find jobs in Kenya. Jobs - Kenya jobs. Search our career portal & find the latest Kenyan job positions, career opportunities & jobs in Kenya.

    Jobs in Kenya - banking jobs, IT jobs, accounting jobs, NGO jobs, business administration, ICT, UN jobs, procurement jobs, education jobs, hospital jobs, human resources jobs, engineering, teaching jobs, and other careers in Kenya.

    Find your dream job from 1000s of vacancies in Kenya posted and updated daily - click here!

  • Click here to post comments

    Join in and write your own page! It's easy to do. How? Simply click here to return to Job Vacancies in Africa.

    Scholarship 2020/21

    Undergraduate Scholarships 2020/2021
    Masters Scholarships,
    PhD Scholarships,
    International Scholarships.