Customer Experience Manager Job Vacancy in Pemba, Tanzania – Telecommunications

Job Description

Position:Customer Experience Manager

Company:Airtel Tanzania

Location:Pemba, 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:2,500,000 – 3,500,000 SSP per month

Vacancies:1

Company Overview

Airtel Tanzania is a leading telecommunications provider delivering mobile voice, data, and digital services across the nation. With a strong commitment to innovation, connectivity, and customer satisfaction, Airtel Tanzania has become a trusted brand for millions of Tanzanians. The company invests heavily in network expansion, digital inclusion, and community development, positioning itself as a catalyst for economic growth and digital transformation. As part of its ongoing expansion, Airtel Tanzania continues to create Tanzania Jobs that empower local talent and support the country’s Vision 2025 objectives. The organization values diversity, integrity, and a customer‑centric culture, making it an attractive destination for professionals seeking career opportunities in Tanzania.

Job Overview

The Customer Experience Manager will lead the design, implementation, and continuous improvement of customer experience strategies for Airtel Tanzania’s retail and digital channels. Reporting to the Head of Customer Service, the role will focus on enhancing customer satisfaction, loyalty, and advocacy while aligning with the company’s broader business goals. This position offers a unique chance to shape the future of telecommunications services in Tanzania, contributing directly to the company’s reputation for excellence. For more information about Airtel Tanzania and its commitment to hiring in Tanzania, visit https://tanzaniajobsearch.com/.

Key Responsibilities

• Develop and execute a comprehensive customer experience roadmap that aligns with corporate objectives and market trends.
• Lead cross‑functional teams to design seamless omnichannel journeys, integrating voice, data, and digital services.
• Analyze customer feedback, NPS scores, and service metrics to identify pain points and opportunities for improvement.
• Implement data‑driven initiatives to increase customer satisfaction, reduce churn, and boost Net Promoter Score.
• Collaborate with product, marketing, and technology teams to launch new services that meet evolving customer needs.
• Oversee the training and performance management of the customer service workforce, ensuring high standards of service delivery.
• Prepare regular reports for senior leadership, highlighting key performance indicators and strategic recommendations.
• Champion a culture of continuous improvement and customer obsession across the organization.

Required Skills

• Strong analytical abilities with proficiency in data analysis tools and CRM platforms.
• Excellent communication and stakeholder management skills.
• Proven leadership experience in managing large, diverse teams.
• Strategic thinking with a focus on customer‑centric innovation.
• Ability to translate insights into actionable business plans.
• Knowledge of the Tanzanian telecommunications market and regulatory environment.

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 advantageous.

Experience

Minimum of five years of progressive experience in customer experience, service excellence, or related fields within the telecommunications or technology sector. Demonstrated success in leading transformation projects and improving key customer metrics is essential.

Salary

The compensation package ranges from 2,500,000 to 3,500,000 SSP per month, commensurate with experience and qualifications. The package includes performance‑based incentives, health benefits, and retirement contributions.

Benefits

• Competitive salary with annual performance bonuses.
• Comprehensive health insurance for employee and dependents.
• Retirement savings plan.
• Professional development and continuous learning opportunities.
• Employee discount on Airtel services and products.
• Paid annual leave and public holidays.

Training

• Onboarding program covering Airtel’s culture, systems, and customer service standards.
• Leadership development workshops and mentorship programs.
• Access to industry conferences, webinars, and certification courses.
• Regular skill‑enhancement sessions on data analytics, digital tools, and customer journey mapping.

Working Environment

The role is based in Pemba, offering a vibrant coastal setting with modern office facilities, collaborative workspaces, and state‑of‑the‑art technology. Employees enjoy a flexible work environment that encourages innovation, teamwork, and work‑life balance.

Application Process

Interested candidates should submit their updated CV and a cover letter outlining their relevant experience through the Airtel Tanzania career portal. Applications will be reviewed on a rolling basis, and shortlisted candidates will be contacted for interviews.

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, age, disability, religion, or sexual orientation. Our hiring practices support the principles of fairness and transparency, ensuring that every applicant has an equal chance to succeed.