Customer Operations & Conversion Manager

NestVest Properties helps thousands of prospective property buyers and renters find properties through social media platforms like TikTok, Instagram, Facebook, and WhatsApp.

NestVest Properties attracts numerous potential property buyers and renters via social media. The Customer Operations & Conversion Manager will be responsible for overseeing the complete customer enquiry process, ensuring that all serious leads receive prompt attention, appropriate property suggestions, confirmed viewing appointments, and a smooth transition to the sales and leasing teams for deal finalization. This role requires building and managing a customer operations team from scratch, focusing on converting social media enquiries into qualified property viewings, while sales and leasing teams handle negotiations and closures. The manager will also monitor and intervene in stalled cases to maintain customer journey progression.

1. Recruit, onboard, train, coach, and evaluate the performance of the customer operations team.
2. Establish formal standards for response service level agreements (SLAs), lead qualification, prioritization, follow-up workflows, and cross-team handover processes.
3. Manage staff duty rosters, including evening and weekend shifts, and personally handle high-priority or stalled customer cases.
4. Oversee enquiry queues across various channels including TikTok, Facebook, Instagram, WhatsApp Business, company website, and phone.
5. Match customer requirements with verified available properties, ensuring correct pricing and payment terms.
6. Arrange confirmed property viewings, including virtual video viewings for diaspora-based buyers.
7. Manage reply templates and conversation guidance documents, conducting weekly reviews of actual customer interactions.
8. Provide actionable feedback to the social media team regarding content and campaigns that generate genuine qualified customer demand.
9. Maintain comprehensive customer records, including needs, budget, lead source, assigned owner, opportunity stage, next steps, and deadlines.
10. Eliminate duplicate records, missed follow-ups, unallocated enquiries, and incomplete handovers within the CRM system.
11. Collaborate with the technology team on enquiry capture, routing, and performance reporting, ensuring full compliance with the Kenya Data Protection Act,
12. Agree on documented lead qualification and handover criteria with Sales and Leasing Managers.
13. Ensure every transferred enquiry is formally accepted, assigned, and contacted promptly, with a clear opportunity owner at each process stage.
14. Escalate stalled customer cases and coordinate corrective actions with the responsible business manager.
15. Identify customer drop-off points in the journey and implement corrective improvements.
16. Prepare daily and weekly performance reports covering incoming enquiries, qualified leads, handovers, completed viewings, and deal-related metrics, segmented by sales/rental streams and lead source/platform.

1. Minimum 4 years of working experience in customer operations, inside sales, lead management, or sales operations roles.
2. Minimum 2 years of experience supervising or managing a team.
3. Proven track record of converting high-volume incoming enquiries from social media direct messages and WhatsApp Business.
4. Hands-on practical CRM experience, including sales pipeline management, lead assignment rules, data quality governance, and performance reporting.
5. Experience creating operational procedures, delivering staff training, and auditing real customer conversations.
6. Strong analytical skills and organizational ability.
7. Excellent written and spoken English.
8. Fluent Swahili and working familiarity with Sheng (desirable).
9. Real estate industry background or experience in high-value consultative sales (desirable).
10. Experience supporting remote diaspora-based customers (desirable).
11. Demonstrated measurable improvements for KPIs such as response times, viewing volumes, or lead-to-deal conversion rates (desirable).