Customer Experience Manager Job Vacancy in Kabwe, Zambia – Telecommunications
Job Description
Position: Customer Experience Manager
Company: Vodafone Zambia
Location: Kabwe, Zambia
Experience: Minimum 5 years in customer experience, service delivery or related management roles
Education: Bachelor’s degree in Business Administration, Marketing, Communications or a related discipline
Employment Type: Full-time
Industry: Telecommunications
Department: Customer Experience
Salary: SSP 120,000 – SSP 180,000 per month
Vacancies:1
Company Overview
Vodafone Zambia is a leading provider of mobile and data services, connecting millions of Zambians to the digital world. With a strong commitment to innovation, sustainability, and community development, Vodafone Zambia plays a pivotal role in the nation’s economic growth. The company’s extensive network reaches urban and rural areas, delivering reliable voice, broadband, and enterprise solutions. As part of the global Vodafone Group, the Zambian subsidiary adheres to world‑class standards while tailoring services to local needs, creating a dynamic environment for professionals seeking impactful careers. This role contributes directly to enhancing customer satisfaction, a core driver of Vodafone’s success in the competitive telecommunications market. Keywords: Zambia Jobs, Jobs in Zambia, Job Vacancy in Zambia, Career Opportunities in Zambia, Employment in Zambia, Hiring in Zambia.
Job Overview
The Customer Experience Manager will lead the design, implementation, and continuous improvement of customer journey strategies across all touchpoints. Reporting to the Head of Operations, you will collaborate with cross‑functional teams to ensure that service delivery exceeds expectations, reduces churn, and drives brand loyalty. Your strategic insights will shape policies, training programs, and technology adoption, positioning Vodafone Zambia as the benchmark for customer excellence in the region.
Key Responsibilities
- Develop and execute a comprehensive customer experience roadmap aligned with corporate objectives.
- Analyze customer feedback, NPS scores, and service metrics to identify improvement opportunities.
- Lead cross‑departmental projects to redesign processes, implement digital tools, and enhance service quality.
- Mentor and coach frontline staff, ensuring consistent delivery of best‑in‑class service.
- Collaborate with Marketing and Product teams to align messaging with customer expectations.
- Prepare regular performance reports for senior leadership, highlighting trends and ROI of initiatives.
Required Skills
- Strong analytical abilities with proficiency in data‑driven decision making.
- Excellent communication and stakeholder management skills.
- Proven leadership experience in a customer‑focused environment.
- Knowledge of CRM platforms and digital engagement tools.
- Ability to translate insights into actionable strategies.
- Fluency in English; proficiency in local languages is an advantage.
Education
A bachelor’s degree in Business Administration, Marketing, Communications, or a related field is required. Advanced certifications in Customer Experience Management, Service Design, or Business Analytics are highly desirable.
Experience
Applicants must have a minimum of five years’ experience in customer experience, service delivery, or related management roles, preferably within the telecommunications sector or a similarly fast‑paced industry.
Salary
The position offers a competitive salary ranging from SSP 120,000 to SSP 180,000 per month, commensurate with experience and qualifications. Performance‑based incentives and annual bonuses are also part of the remuneration package.
Benefits
- Health insurance covering employee and dependents.
- Retirement savings plan with company matching.
- Paid annual leave and sick leave.
- Employee assistance program and wellness initiatives.
- Discounted mobile plans and device purchase options.
Training
- Comprehensive onboarding program covering Vodafone’s culture, systems, and customer standards.
- Continuous professional development through workshops, certifications, and e‑learning platforms.
- Leadership development pathways for high‑potential managers.
Working Environment
Based in Kabwe, the role operates from a modern office equipped with state‑of‑the‑art collaboration tools. Vodafone Zambia promotes a flexible work culture, encouraging a healthy work‑life balance while fostering innovation and teamwork.
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Application Process
Interested candidates should submit an online application through the Vodafone Careers portal, attaching a tailored CV and a cover letter outlining relevant achievements. Shortlisted applicants will undergo a competency‑based interview followed by a case‑study assessment.
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Equal Opportunity Statement
Vodafone Zambia is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of gender, race, disability, religion, or sexual orientation.
