Customer Experience Manager Job Vacancy in Benguela, Angola – Telecommunications

Job Description

Position: Customer Experience Manager

Company: Angola Telecom

Location: Benguela, Angola

Experience: 5+ years in customer experience or service management, preferably in telecom sector

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

Employment Type: Full-time

Industry: Telecommunications

Department: Customer Experience

Salary: SSP 250,000 – 350,000 per month

Vacancies:1

Company Overview

Angola Telecom is the leading integrated telecommunications provider in Angola, delivering mobile, fixed-line, broadband, and digital services to millions of customers across the country. With a legacy of over two decades, the company has been at the forefront of connecting Angolans to the global digital economy, supporting both urban and rural communities. Angola Telecom’s commitment to innovation, reliability, and customer satisfaction has earned it a reputation as a trusted brand in the telecom industry. As part of its strategic growth plan, the company is expanding its footprint in key provinces, including Benguela, to ensure that high‑quality connectivity and exceptional service reach every corner of the nation. This expansion creates a wealth of career opportunities for professionals who are passionate about shaping the future of communications in Angola. By joining Angola Telecom, you become part of a dynamic team that values diversity, continuous learning, and the empowerment of local talent, contributing directly to the nation’s digital transformation and economic development.

Job Overview

The Customer Experience Manager will lead the design, implementation, and continuous improvement of customer experience initiatives for Angola Telecom’s Benguela operations. Reporting to the Head of Customer Experience, you will be responsible for developing strategies that enhance customer satisfaction, reduce churn, and drive loyalty across all service channels, including retail stores, call centers, and digital platforms. This role requires a deep understanding of telecom products, strong analytical skills, and the ability to translate customer insights into actionable business improvements. You will collaborate closely with cross‑functional teams such as Marketing, Sales, Product Development, and IT to ensure a seamless and delightful experience for every subscriber. The position offers a unique opportunity to influence the company’s brand perception in a rapidly growing market while contributing to Angola’s broader digital agenda. For more information about Angola Telecom and its vision, visit Angola Job Search.

Key Responsibilities

• Develop and execute a comprehensive customer experience strategy aligned with corporate goals and local market dynamics.
• Analyze customer feedback, NPS scores, and service metrics to identify pain points and opportunities for improvement.
• Lead cross‑functional projects aimed at enhancing service delivery, reducing resolution times, and increasing overall satisfaction.
• Design and implement omnichannel initiatives that ensure consistent experiences across retail, call center, and digital touchpoints.
• Monitor and report on key performance indicators (KPIs) such as CSAT, churn rate, and first‑call resolution, providing actionable insights to senior leadership.
• Collaborate with product teams to incorporate customer insights into new service offerings and feature enhancements.
• Manage a team of customer experience specialists, providing coaching, performance reviews, and professional development plans.
• Oversee the development of customer journey maps, service blueprints, and experience design frameworks.
• Ensure compliance with regulatory standards and internal policies related to customer data and service quality.
• Champion a customer‑centric culture throughout the organization, promoting best practices and continuous improvement.

Required Skills

• Strong analytical ability to interpret data, generate insights, and drive evidence‑based decisions.
• Excellent communication and presentation skills, capable of influencing stakeholders at all levels.
• Proven leadership experience managing multidisciplinary teams in a fast‑paced environment.
• Deep knowledge of telecom products, services, and industry trends.
• Expertise in customer experience tools, CRM platforms, and journey mapping methodologies.
• Strategic thinking with a focus on delivering measurable business outcomes.
• Ability to manage multiple projects simultaneously while meeting deadlines.
• Fluency in Portuguese and English, both written and spoken.

Education

A bachelor’s degree in Business Administration, Marketing, Communications, or a related discipline is required. Advanced certifications in Customer Experience Management, Service Design, or an MBA are highly desirable and will be considered an advantage during the selection process.

Experience

Candidates must have a minimum of five years of progressive experience in customer experience, service excellence, or related roles within the telecommunications sector or a comparable industry. Demonstrated success in leading large‑scale transformation projects and improving key customer metrics is essential.

Salary

The successful candidate will receive a competitive monthly salary ranging from SSP 250,000 to SSP 350,000, commensurate with experience and qualifications. Performance‑based bonuses and incentives are also part of the compensation package.

Benefits

• Health insurance covering medical, dental, and vision care.
• Retirement savings plan with employer contributions.
• Paid annual leave and public holidays in accordance with Angolan labor law.
• Transportation allowance for commuting to the Benguela office.
• Employee assistance program and wellness initiatives.
• Opportunities for international assignments and exposure to global best practices.

Training

• Comprehensive onboarding program covering company culture, systems, and processes.
• Continuous professional development through workshops, certifications, and e‑learning platforms.
• Leadership development tracks for high‑potential managers.
• Access to industry conferences and seminars to stay abreast of telecom trends.

Working Environment

Angola Telecom offers a modern, collaborative workspace in the heart of Benguela’s business district, equipped with state‑of‑the‑art technology and flexible work arrangements. The company fosters an inclusive culture where ideas are valued, and employees are encouraged to take initiative. Safety, respect, and work‑life balance are core pillars of the workplace philosophy.

Application Process

Interested candidates should submit their updated CV and a cover letter outlining their relevant experience through the online portal on the Angola Job Search website. Applications will be reviewed on a rolling basis, and shortlisted candidates will be contacted for a virtual interview followed by an on‑site assessment at the Benguela office.

Equal Opportunity Statement

Angola Telecom 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 discrimination.