Customer Experience Manager Job Vacancy in Namibe, Angola – Telecommunications Services
Job Description
Position: Customer Experience Manager
Company: Vodacom Angola
Location: Namibe, Angola
Experience: 5-7 years in customer experience, telecom, or related fields
Education: Bachelor’s degree in Business Administration, Marketing, or related discipline
Employment Type: Full-time
Industry: Telecommunications Services
Department: Customer Experience
Vacancies:1
Company Overview
Vodacom Angola is a leading telecommunications provider delivering mobile voice, data, and digital services across the nation. With a strong commitment to innovation, Vodacom Angola connects millions of Angolans to the global digital economy, fostering inclusive growth and empowering communities. As part of the Vodacom Group, the company leverages world‑class technology, robust network infrastructure, and a customer‑centric culture to maintain its position as a top employer in Angola. The organization continuously invests in network expansion, digital platforms, and talent development, making it an attractive destination for professionals seeking dynamic career opportunities. This role contributes directly to Vodacom Angola’s mission of delivering exceptional experiences to its customers, supporting the broader goal of advancing Angola Jobs and Employment in Angola.
Job Overview
The Customer Experience Manager will lead the design, implementation, and continuous improvement of end‑to‑end customer journeys for Vodacom Angola’s mobile and digital services. Reporting to the Head of Customer Experience, the manager will collaborate with cross‑functional teams—including Marketing, Product, Operations, and IT—to ensure that every touchpoint reflects the brand’s promise of reliability, simplicity, and delight. The role involves analyzing customer feedback, monitoring key performance indicators, and driving initiatives that enhance satisfaction, loyalty, and Net Promoter Score (NPS). This is a strategic position that blends analytical insight with creative problem‑solving, aimed at strengthening Vodacom’s market position and supporting the company’s growth objectives.
Vodacom Angola offers a collaborative environment where innovative ideas are encouraged, and employees are empowered to make a tangible impact on the lives of Angolans. The successful candidate will join a high‑performing team dedicated to delivering world‑class customer experiences, contributing to the broader narrative of Career Opportunities in Angola and Jobs in Angola.
Through this role, you will play a pivotal part in shaping the future of telecommunications services in Angola, aligning with national digital transformation goals and supporting sustainable economic development.
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Key Responsibilities
- Develop and execute a comprehensive customer experience strategy aligned with corporate objectives.
- Map and analyze end‑to‑end customer journeys, identifying pain points and opportunities for improvement.
- Lead cross‑functional projects to redesign processes, digital interfaces, and service delivery models.
- Monitor and report on key metrics such as NPS, CSAT, churn rate, and first‑call resolution.
- Utilize voice of the customer (VoC) data, surveys, and social listening tools to generate actionable insights.
- Collaborate with Marketing to create targeted communication campaigns that enhance brand perception.
- Coach and mentor a team of customer experience analysts and specialists.
- Ensure compliance with regulatory standards and data privacy requirements.
- Present performance dashboards and strategic recommendations to senior leadership.
Required Skills
- Strong analytical mindset with proficiency in data visualization tools (e.g., Power BI, Tableau).
- Excellent communication and stakeholder management abilities.
- Proven experience in designing customer journeys and service design.
- Leadership skills with a track record of managing high‑performing teams.
- Deep understanding of the telecommunications market in Angola or similar emerging markets.
- Ability to translate complex data into clear, actionable strategies.
- Fluency in Portuguese and English.
Education
A Bachelor’s degree in Business Administration, Marketing, Communications, or a related field is required. A Master’s degree or relevant certifications (e.g., Certified Customer Experience Professional) are considered an advantage.
Experience
Minimum of five to seven years of progressive experience in customer experience, service design, or related roles within the telecommunications sector. Experience leading cross‑functional initiatives and managing budgets is essential.
Benefits
- Competitive salary package with performance‑based bonuses.
- Comprehensive health and dental insurance.
- Retirement savings plan.
- Generous paid time off and public holiday schedule.
- Professional development allowance.
- Employee assistance program.
- Access to state‑of‑the‑art technology and tools.
Training
- Onboarding program covering Vodacom’s culture, systems, and customer experience framework.
- Continuous learning opportunities through internal workshops, external certifications, and e‑learning platforms.
- Leadership development tracks for high‑potential managers.
Working Environment
The role is based in Vodacom’s modern office in Namibe, offering a vibrant, collaborative workspace equipped with the latest technology. Flexible working arrangements, including remote work options, are available to support work‑life balance.
Application Process
Interested candidates should submit their updated CV and a cover letter outlining their relevant experience through the Vodacom Angola careers portal. Applications will be reviewed on a rolling basis, and shortlisted candidates will be invited for a virtual interview followed by an on‑site assessment.
Equal Opportunity Statement
Vodacom Angola 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. All qualified applicants will receive consideration for employment without regard to any protected characteristic.
