Customer Experience Strategy Manager Job Vacancy in Mbeya, Tanzania – Telecommunications

Job Description

Position:Customer Experience Strategy Manager

Company:Tanzania Telecommunications Company Limited (TTCL)

Location:Mbeya, Tanzania

Experience:5-7 years

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

Employment Type:Full-time

Industry:Telecommunications

Department:Customer Experience

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

Vacancies:1

Company Overview

TTCL is Tanzania’s leading telecommunications provider, delivering voice, data, and digital services to millions of customers across urban and rural areas. With a legacy spanning over three decades, TTCL has been instrumental in expanding network coverage, fostering digital inclusion, and supporting the nation’s economic growth. The company’s commitment to innovation, customer centricity, and sustainable development makes it a premier employer for professionals seeking to shape the future of connectivity in Tanzania. As part of its strategic vision, TTCL continuously invests in cutting‑edge technologies and talent development, creating a dynamic environment for career advancement. This role offers a unique opportunity to contribute to TTCL’s mission while advancing your own professional journey within the vibrant telecommunications sector.

Job Overview

The Customer Experience Strategy Manager will lead the design, implementation, and optimization of end‑to‑end customer experience initiatives across TTCL’s product portfolio. Reporting to the Head of Customer Experience, you will collaborate with cross‑functional teams—including Marketing, Sales, Product Development, and IT—to ensure a seamless, consistent, and delightful experience for all customers. This position plays a pivotal role in driving customer satisfaction, loyalty, and revenue growth, aligning with TTCL’s broader business objectives. For more information about TTCL and its career opportunities, visit https://tanzaniajobsearch.com/. This is a prime example of Tanzania Jobs that combine strategic thinking with operational excellence, offering a rewarding path for ambitious professionals.

Key Responsibilities

• Develop and execute a comprehensive customer experience strategy aligned with corporate goals.
• Analyze customer journey data to identify pain points and opportunities for improvement.
• Lead cross‑functional projects to redesign processes, touchpoints, and digital interfaces.
• Define and monitor key performance indicators (KPIs) such as NPS, CSAT, and churn rate.
• Collaborate with Marketing to create targeted communication and loyalty programs.
• Partner with Product teams to embed customer insights into new service development.
• Manage a team of analysts and specialists, fostering a culture of continuous improvement.
• Prepare regular reports and presentations for senior leadership on experience metrics and ROI.

Required Skills

• Strong analytical and data‑driven decision‑making abilities.
• Excellent communication and stakeholder management skills.
• Proven experience in customer journey mapping and service design.
• Leadership experience with the ability to motivate and develop teams.
• Knowledge of telecommunications products and market dynamics.
• Proficiency with CRM and analytics tools (e.g., Salesforce, Power BI).
• Strategic thinking with a focus on measurable outcomes.
• Ability to thrive in a fast‑paced, results‑oriented environment.

Education

A Bachelor’s degree in Business Administration, Marketing, Communications, or a related discipline is required. A Master’s degree or relevant certifications (e.g., CXPA, PMP) are considered an advantage and demonstrate a commitment to professional growth.

Experience

Applicants must have 5‑7 years of progressive experience in customer experience management, preferably within the telecommunications or technology sector. Demonstrated success in leading large‑scale transformation projects and delivering measurable improvements in customer satisfaction is essential.

Salary

The compensation package ranges from 2,500,000 to 4,000,000 SSP per month, commensurate with experience and qualifications. The package includes performance‑based incentives and benefits designed to attract top talent in the competitive Tanzania Jobs market.

Benefits

• Health insurance covering employee and dependents.
• Retirement savings plan with company matching contributions.
• Annual performance bonus tied to individual and company targets.
• Professional development allowance for certifications and training.
• Flexible working arrangements and paid time off.

Training

• Onboarding program covering TTCL’s systems, culture, and customer experience framework.
• Continuous learning opportunities through workshops, webinars, and industry conferences.
• Mentorship program pairing new hires with senior leaders.

Working Environment

TTCL offers a collaborative, inclusive, and technology‑driven workplace where innovation is encouraged. Employees benefit from modern office facilities in Mbeya, access to state‑of‑the‑art tools, and a supportive culture that values diversity and work‑life balance. The role provides exposure to senior leadership and the chance to influence strategic decisions that shape the future of telecommunications in Tanzania.

Application Process

Interested candidates should submit their updated CV and a cover letter outlining their relevant experience through the online portal on our website. Applications will be reviewed on a rolling basis, and shortlisted candidates will be contacted for interviews. TTCL is committed to a transparent and efficient hiring process, ensuring equal consideration for all applicants.

Equal Opportunity Statement

TTCL is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of gender, race, religion, age, disability, or sexual orientation. Our hiring practices reflect our dedication to fairness and the belief that a diverse workforce drives innovation and success.