Customer Experience Manager Job Vacancy in Tanga, Tanzania – Telecommunications

Job Description

Position: Customer Experience Manager

Company: Airtel Tanzania

Location: Tanga, Tanzania

Experience: 5+ years in customer experience or service management

Education: Bachelor’s degree in Business Administration, Marketing, or related field

Employment Type: Full-time

Industry: Telecommunications

Department: Customer Service

Salary: TZS 2,500,000 – 4,000,000 per month

Vacancies:1

Company Overview

Airtel Tanzania is a leading mobile network operator delivering innovative communication solutions across the nation. With a strong commitment to digital inclusion, Airtel Tanzania connects millions of customers to reliable voice, data, and value‑added services. The company’s vision is to empower Tanzanians through technology, fostering economic growth and social development. As part of the global Airtel Group, the Tanzanian subsidiary benefits from extensive international expertise, cutting‑edge infrastructure, and a culture that values customer centricity, diversity, and sustainability. Airtel Tanzania continuously invests in network expansion, digital platforms, and community initiatives, making it an attractive employer for professionals seeking dynamic career opportunities in Tanzania.

Job Overview

The Customer Experience Manager will lead the design, implementation, and continuous improvement of Airtel Tanzania’s customer experience strategy in the Tanga region. Reporting to the Head of Customer Service, the role focuses on enhancing customer satisfaction, loyalty, and advocacy through data‑driven insights, cross‑functional collaboration, and innovative service models. This position plays a pivotal role in aligning operational processes with the company’s brand promise, ensuring that every interaction reflects Airtel’s commitment to excellence. For more information about Airtel Tanzania’s career opportunities, visit the main website https://tanzaniajobsearch.com.

Key Responsibilities

• Develop and execute a comprehensive customer experience roadmap that aligns with corporate objectives and regional market dynamics.
• Analyze customer feedback, NPS scores, and service metrics to identify pain points and opportunities for improvement.
• Lead cross‑functional teams—including Marketing, Sales, Technical Support, and Product Development—to implement customer‑centric initiatives.
• Design and monitor key performance indicators (KPIs) such as First Call Resolution, Average Handling Time, and Customer Satisfaction Index.
• Oversee the rollout of digital self‑service tools, chatbots, and mobile app enhancements to streamline customer journeys.
• Conduct regular training sessions for frontline staff to reinforce best practices in communication, problem solving, and empathy.
• Collaborate with the analytics team to create predictive models that anticipate customer needs and churn risk.
• Prepare monthly and quarterly reports for senior leadership, highlighting trends, successes, and areas requiring attention.
• Manage the regional customer experience budget, ensuring optimal allocation of resources.
• Champion a culture of continuous improvement and customer obsession throughout the Tanga operation.

Required Skills

• Strong analytical abilities with proficiency in data visualization tools (e.g., Power BI, Tableau).
• Excellent communication and stakeholder management skills.
• Proven leadership experience in managing multidisciplinary teams.
• Deep understanding of telecom products, services, and regulatory environment in Tanzania.
• Ability to translate insights into actionable strategies.
• Project management expertise, preferably with PMP or PRINCE2 certification.
• Customer‑focused mindset with a passion for service excellence.

Education

A bachelor’s degree in Business Administration, Marketing, Communications, or a related discipline is required. A master’s degree or relevant professional certifications (e.g., Certified Customer Experience Professional) are considered an advantage.

Experience

Minimum of five years of progressive experience in customer experience, service delivery, or related fields within the telecommunications sector. Prior experience leading regional teams and managing large‑scale improvement projects is essential.

Salary

The compensation package ranges from TZS 2,500,000 to TZS 4,000,000 per month, commensurate with experience and qualifications. The package includes performance‑based incentives, health insurance, and retirement benefits.

Benefits

• Competitive salary with quarterly performance bonuses.
• Comprehensive health and dental coverage.
• Retirement savings plan (Pension).
• Paid annual leave and public holidays.
• Professional development allowance.
• Employee assistance program.

Training

• Onboarding program covering Airtel’s brand values, systems, and customer service standards.
• Continuous learning modules on data analytics, digital tools, and leadership.
• Access to Airtel Group’s global e‑learning platform.

Working Environment

The role is based in Airtel’s modern office in Tanga, offering a collaborative open‑plan workspace, state‑of‑the‑art meeting rooms, and a supportive culture that encourages innovation. Flexible working arrangements and a focus on work‑life balance are integral to the company’s employee value proposition.

Application Process

Interested candidates should submit their updated CV and a cover letter outlining their relevant experience through the online portal. Applications will be reviewed on a rolling basis, and shortlisted candidates will be contacted for a virtual interview. For additional details on the application steps, please visit https://www.tanzaniajobsearch.com/.

Equal Opportunity Statement

Airtel Tanzania is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of gender, race, religion, disability, or sexual orientation. All qualified applicants will receive consideration for employment without discrimination.