Customer Experience Manager Job Vacancy in Matsapha, Eswatini – Telecommunications

Job Description

Position:Customer Experience Manager

Company:Airtel Eswatini

Location:Matsapha, Eswatini

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

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

Employment Type:Full-time

Industry:Telecommunications

Department:Customer Experience

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

Vacancies:1

Company Overview

Airtel Eswatini is a leading telecommunications provider delivering mobile voice, data, and digital services across the Kingdom. As part of the global Bharti Airtel Group, the company combines international expertise with local market insight to drive innovation, connectivity, and inclusive growth. With a strong commitment to customer satisfaction and digital transformation, Airtel Eswatini has become a trusted brand for both individual consumers and enterprise clients. The company’s vision is to empower every Swazi with reliable, affordable, and high‑quality communication solutions, fostering economic development and social inclusion. As part of its expansion strategy, Airtel Eswatini continuously invests in network infrastructure, digital platforms, and talent development, creating a dynamic environment for professionals seeking impactful careers in Eswatini.

Job Overview

The Customer Experience Manager will lead the design, implementation, and continuous improvement of Airtel Eswatini’s customer experience strategy. Reporting to the Head of Operations, the role will oversee cross‑functional teams to ensure seamless service delivery, resolve complex customer issues, and enhance overall satisfaction. This position plays a pivotal role in shaping the brand’s reputation, driving loyalty, and supporting the company’s growth objectives. The successful candidate will leverage data analytics, customer feedback, and industry best practices to develop innovative solutions that align with Airtel’s commitment to excellence. For more information about Airtel Eswatini and its career opportunities, visit the main job portal at https://eswatinijobsearch.com.

Key Responsibilities

• Develop and execute a comprehensive customer experience roadmap that aligns with corporate goals and market trends.
• Lead a multidisciplinary team of CX analysts, service designers, and support supervisors to deliver consistent, high‑quality interactions.
• Analyze customer journey data, Net Promoter Scores, and churn metrics to identify pain points and opportunities for improvement.
• Collaborate with product, marketing, and network teams to integrate customer insights into service design and rollout.
• Implement and monitor service level agreements (SLAs) to ensure timely resolution of escalated issues.
• Drive the adoption of omnichannel support platforms, including mobile apps, web chat, and social media.
• Prepare regular performance reports for senior leadership, highlighting trends, successes, and areas requiring attention.
• Champion a customer‑centric culture through training, workshops, and internal communications.

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 cross‑functional teams.
• Deep understanding of telecom service delivery and regulatory environment in Eswatini.
• Ability to translate customer insights into actionable business strategies.
• Project management expertise, preferably with PMP or PRINCE2 certification.

Education

The role requires a Bachelor’s degree in Business Administration, Marketing, Communications, or a related discipline. Advanced qualifications such as an MBA or a Master’s in Customer Experience Management 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 delivery, or related functions within the telecommunications sector. Experience leading large‑scale transformation projects and a track record of measurable improvements in customer satisfaction metrics are essential.

Salary

The compensation package ranges from SSP 250,000 to SSP 350,000 per month, commensurate with experience and qualifications. In addition to the base salary, the role includes performance‑based bonuses, health insurance, and a retirement savings plan.

Benefits

• Comprehensive medical and dental coverage for employee and dependents.
• Annual performance bonus tied to customer satisfaction targets.
• Company‑sponsored mobile device and data plan.
• Generous paid time off and public holiday schedule.
• Professional development allowance for certifications and conferences.

Training

• Onboarding program covering Airtel’s systems, policies, and customer experience framework.
• Continuous learning modules on data analytics, CX design, and leadership.
• Access to global Airtel Academy resources and mentorship opportunities.

Working Environment

Airtel Eswatini offers a modern, collaborative workspace in Matsapha equipped with state‑of‑the‑art technology, flexible work arrangements, and a culture that values innovation and diversity. Employees enjoy a supportive atmosphere where ideas are encouraged, and contributions are recognized.

Application Process

Interested candidates should submit their updated CV and a cover letter outlining their relevant experience through the online application 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.

For additional career resources across Africa, explore https://ghanajobsearch.com/.

Regional job seekers may also visit https://zimbabwejobsearch.com/job-vacancy-in-zimbabwe/ for similar opportunities.

Equal Opportunity Statement

Airtel Eswatini 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.