Optiven Agency Manager, Dennis Chomba has received the official Estate Agents Registration Board (EARB) certificate at a ceremony that was officiated by top government officials in Nairobi. The event was also attended by the Optiven Group Director for Strategy and Operations, Mary Wacuka who lauded the milestone noting that it will propel action and service delivery from Optiven Agency.

Key players in Kenya’s real estate sector came together for the EARB meeting. From innovation and sustainability to growth and the future of the sector, the event covered conversations about what comes next — and how they can stay ahead in the industry. The certification which is an important document in real estate business is essential as it gives the legal authority to practice as a real estate agent while protecting the receipient from criminal penalties. The latter in particular is imperative as the Estate Agents Registration Board is a licensed profession governed by the Estate Agents Act (Cap 533).

Wacuka added that “receiving the EARB Licence is a huge win for Optiven Agency and a guarantee of trust for all our valued customers globally. This will enable us to operate with full transparency and adherence to industry standards – a key objective that is at the heart of everything we do at Optiven Agency.”

Mr. Chomba who received the licence on behalf of Optiven Agency added that, “whether you’re looking for land, property management, or rental solutions, you are in safe, licensed hands because Optiven Agency is now officially EARB certified”.

Optiven Agency
Optiven Global Office – Zamani Business Park, Karen
Postal Address: P.O Box 623-00600 Nairobi, Kenya
Call / SMS / WhatsApp: +254 702 250250
Email: info@optivenagency.com
https://www.optivenagency.com

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JOB PURPOSE STATEMENT

The job holder is responsible for managing the overall all end-to-end customer experience within the Group through all channels and touchpoints using well defined standards and processes. The role oversees and leads the improvement of all aspects of the customer journey, ensuring satisfaction and loyalty throughout the customer lifecycle with a focus on creating positive customer impact and hence a positive impact on the company’s bottom line. These includes:

• Developing and implementing customer experience strategies and initiatives.
• Analyzing customer feedback and data to identify improvement opportunities.
• Ensuring consistent and positive customer interactions across all touchpoints.
• Collaborating with cross functional teams to enhance customer satisfaction.
• Monitoring customer metrics and reporting on CX performance.

KEY RESPONSIBILITIES

Customer Experience Standards

• Define, implement and review the organization’s customer experience standards and guidelines and align them to overall corporate strategic goals.
• Review the standards and guidelines in line with changing regulations and market dynamics.
• Create strategic alignment for Customer Experience KPIs and ownership throughout the organization.
• Collaborate with cross-functional teams to align customer experience efforts with business goals and objectives.

Customer Service Excellence Management

• Be the voice of the customer and drive processes to identify and close gaps in the customer experience based on direct and indirect customer feedback.
• Monitor and measure key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholders.
• Collaborate with relevant stakeholders to drive internal customer satisfaction and build strong customer relationships.
• Collect, collate and analyze customer feedback and data to provide insights into customer needs, identify pain points and improve the customer journey.

Business Process Management

• Establish and manage key customer experience processes, including customer contact facilities, interaction models and complaint tools.
• Monitor customer retention trends and manage performance metrics.
• Compile and analyze monthly reports to track customer service performance, including metrics such as customer satisfaction and conversion rates.
• Ensure regulatory and risk-related compliance of all processes at all times.
• Manage change related to customer experience processes and systems.

Customer Feedback Management and Reporting

• Collect customer feedback and data via surveys and all other feedback channels.
• Communicate findings to relevant stakeholders and design interventions to create a positive customer experience.
• Monitor and report on the implementation of intervention initiatives.
• Identify customer pain points and recommend ways to improve the customer journey.

Continuous Improvement

• In collaboration with business leadership, develop and implement initiatives to improve customer interactions across multiple touchpoints and channels for all business units.
• Follow up on implementation of improvement initiatives, report on progress and analyze impact.
• Review and continuously improve on initiatives.

People Management

• In collaboration with HR, recruit, train, coach and mentor the customer service team.
• Evaluate and monitor effectiveness of training programs.
• Develop, assign, monitor and review team member targets.
• Manage team discipline, build and motivate the team for optimal performance, and drive organizational culture.

Other duties assigned from time to time

QUALIFICATION AND EXPERIENCE REQUIREMENTS

• University degree or equivalent in Business Administration, Business Management, Communications, Public Relations, Marketing or a related field. An MBA will be an added advantage.
• Minimum of 10 years’ experience in Customer Experience or Business Operations, 5 of which should have been in a leadership/supervisory capacity.
• Relevant experience in the Service Industry, Telecommunications, Banking, Insurance or similar customer-centric industries.
• Customer Experience or Service Excellence certification will be an added advantage.
• Experience leading change and inspiring teams with an exciting future vision.
• Proven ability to define and implement CX standards, manage feedback systems and drive continuous improvement across multiple channels and touchpoints.

COMPETENCY REQUIREMENTS

• Excellent communication, interpersonal and negotiation skills.
• Strong leadership and people management skills.
• Business acumen and commercial awareness.
• Team working and collaboration skills.
• Knowledge and experience of business process review to provide guidance on strategic / continuous improvement.
• Technical skills to effectively perform and guide performance of Business and Operations teams’ activities to consistently achieve high quality standards.
• Ability to analyze customer data, identify insights and translate them into actionable improvements.
• Strong stakeholder management and change management capabilities.

APPLICATION DETAILS

• How to Apply: Submit your application to recruitment@optiven.co.ke
• Deadline: Applications close on 30th September 2026
• Shortlisting Process: Applications will be reviewed on a rolling basis.
• Recruitment Fee: Optiven Group does not charge any feefor job applications, interviews, or placements.
• Communication: Only shortlisted candidateswill be contacted due to high application volumes.
• Disqualification: Any form of canvassing leads to automatic disqualification.
• Consent: By applying, candidates agree to allow background checks as necessary.
• Equal Opportunity: Optiven Group is an equal opportunity employer.

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Optiven Limited celebrates Enkutatash with all our investors and friends of Optiven in Ethiopia. Today marks the first day of 2019 in the Ethiopian calendar. Cecilia Ndegwa, Optiven Sales Manager has represented the company in Addis Ababa and says, “our team has been on ground to meet and empower investors to own projects under the Optiven portfolio.”  To all our stakeholders across Ethiopia, Melkam Addis Amet from all of us at Optiven Limited.

Invest with Optiven

Call us: 0790 300300 / 0723 400500
Email: info@optiven.co.ke
Optiven | Inspiring Possibilities

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Investors at Furaha Farms by Optiven in the larger Kajiado County are reaping benefits from their properties. The project which has shown great potential for farming activities remains a most sought after property for agricultural investors. Among the crops that have shown tremendous success at the project include onions, oranges, capsicum, tomatoes, chillies as well as vegetable farming.

During the recent business expo by Destiny Life Church in Syokimau this September, a number of investors at Furaha Farms were also at hand to sell their products. The project which is currently selling acres at only 2 million shillings continues to grow in terms of investors trying out different agricultural activities.

Invest with Optiven Group

Call us: 0790 300300 / 0723 400500
Email: info@optiven.co.ke
https://www.optiven.co.ke/properties/furaha-farms-kajiado-county/

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For Optiven Limited, partnerships are more than business transactions—they are a pathway to making property ownership, wealth creation and homebuilding more accessible to Kenyans. These partnerships reinforce Optiven’s commitment to inspiring possibilities by connecting land, finance and opportunity.

These are the sentiments of Dr. George Wachiuri, the Optiven Group Chief Executive Officer who adds that, “over the years, Optiven has built strategic relationships with leading financial institutions, enabling customers to access financing solutions that complement their real estate investment journey.

Our banking partners are top banks operating in Kenya and regulated by the Central Bank of Kenya – making them solid partners for our stakeholders.” Wachiuri adds, “At Optiven, we believe the journey from owning land to building wealth should be simpler, smarter and more accessible.”

Ready to make your next move? Invest with Optiven

Call us today : 0790 300300 / 0723 400500
Email: info@optiven.co.ke

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Kenya Power is investing KSh765 million in new substations in Kilifi and Kwale — strengthening electricity supply for rapidly growing areas including Vipingo. For property investors, this is more than an energy story. It is an infrastructure story. It is a growth story. And it is another signal that the Kenyan Coast is positioning itself for increased residential, commercial and industrial activity.

At Optiven, we believe smart investors don’t just buy land — they invest where tomorrow’s infrastructure, communities and opportunities are taking shape.

Your Coast investment. Your future. Your possibilities.

Call us: 0790 300300 / 0723 400500
Email: info@optiven.co.ke
https://www.optiven.co.ke/plots-in-vipingo/

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Meet the Board & Senior Management Team at Optiven Limited — the minds behind the vision, strategy and execution that continue to redefine the real estate experience.

So why Optiven?

• Decades of combined experience? CHECK.
• Industry expertise? CHECK.
• Big vision? ABSOLUTELY. 💯
• Passion for transforming lives through real estate?

We’re not here to simply put properties on the market. Optiven is here to turn land into opportunity, property into wealth, and dreams into tangible investments. The projects in the Optiven portfolio are backed by strategic thinking, meticulous planning and a relentless pursuit of excellence. All these are guided by our values and mission to ensure our stakeholders are well advised.

Because when you invest with Optiven, you’re not just buying property.

• YOU’RE INVESTING IN A VISION.
• YOU’RE INVESTING IN POSSIBILITY.
• YOU’RE INVESTING IN YOUR FUTURE.

Ready to make your next move? Welcome to visit our offices at Zamani Business Park in Karen.

Call us today : 0790 300300 / 0723 400500
Email: info@optiven.co.ke

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