Eunice Kiarie

Identify process gaps in the customer journey process and create strategies that drive business priorities.

Analyzing and documenting processes, customer responses, insights and feedback i.e., compliments and complaints.

Coordinate with the VXP team on tracking and managing Out of stock cancellations and action on prevalent vendors

Coordinate and support on optimizing customer touchpoints through focus groups and customer surveys

Identifying customer needs and proactively take steps to maintain positive experiences through well structured

Turning conversations with customers into insights. Present feedback received through various touch points with customers back to the business

Collaborate with the Production and Marketing teams to perform usability tests, evaluating website and app performance and facilitating improvements.

Ensure messages across the website are consistent- and work closely with the production & onsite teams to ensure all pages on app & web are working correctly (Website QC)

Manage Mystery order process for ODS and PG