Customer Experience Manager Job Vacancy in Gaborone, Botswana – Retail

Job Description

Position: Customer Experience Manager

Company: Pick n Pay Botswana

Location: Gaborone, Botswana

Experience: 5+ years in customer service or retail management

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

Employment Type: Full-time

Industry: Retail

Department: Customer Experience

Salary: 120,000 – 180,000 SSP per annum

Vacancies:1

Company Overview

Pick n Pay Botswana is a leading retail chain that has been serving the Botswana market for over two decades. With a strong commitment to quality, affordability, and community engagement, the company operates a network of supermarkets and hypermarkets across major cities, including Gaborone, Francistown, and Maun. As part of the broader Pick n Pay Group, the Botswana division benefits from international best practices, robust supply chain capabilities, and a focus on sustainable retailing. The organization prides itself on creating a vibrant shopping experience that reflects the diverse needs of Botswana’s consumers while contributing to local economic development. This reputation makes Pick n Pay Botswana a top destination for talented professionals seeking meaningful career opportunities in the retail sector. The role aligns with the company’s strategic goal of enhancing customer satisfaction and loyalty, positioning the brand as a preferred choice among Botswana Jobs seekers.

Job Overview

The Customer Experience Manager will lead the design, implementation, and continuous improvement of customer service initiatives across all Pick n Pay stores in Botswana. Reporting to the Regional Operations Director, the incumbent will develop strategies that drive exceptional service standards, increase Net Promoter Scores, and foster a culture of customer-centricity among store teams. This position offers a unique chance to shape the retail experience for millions of shoppers, directly influencing brand perception and revenue growth. For more information about the company and its values, visit the official portal at https://botswanajobsearch.com/. The role is central to the company’s Hiring in Botswana agenda and supports broader Career Opportunities in Botswana.

Key Responsibilities

• Develop and execute a comprehensive customer experience strategy aligned with corporate objectives.
• Monitor and analyze customer feedback, mystery shopper reports, and service metrics to identify improvement areas.
• Lead cross‑functional teams to implement service training programs and standard operating procedures.
• Collaborate with merchandising, marketing, and store operations to ensure seamless service delivery.
• Set performance targets, track KPIs, and report progress to senior leadership.
• Drive initiatives that enhance the in‑store environment, digital touchpoints, and post‑purchase support.
• Manage escalated customer complaints and ensure timely resolution.
• Champion a culture of continuous improvement and employee empowerment.

Required Skills

• Strong leadership and people‑management abilities.
• Excellent analytical and problem‑solving skills.
• Proficiency in data‑driven decision making and KPI tracking.
• Outstanding communication and interpersonal skills.
• Ability to design and deliver effective training programs.
• Customer‑focused mindset with a passion for service excellence.
• Familiarity with retail technology platforms and CRM systems.

Education

A Bachelor’s degree in Business Administration, Marketing, Retail Management, or a related discipline is required. Advanced certifications in Customer Experience Management or Service Excellence are advantageous.

Experience

Applicants must have a minimum of five years of progressive experience in customer service, retail operations, or related fields, with at least two years in a supervisory or managerial capacity.

Salary

The compensation package ranges from 120,000 to 180,000 SSP per annum, commensurate with experience and qualifications. The package includes performance‑based incentives and benefits.

Benefits

• Health insurance coverage for employee and dependents.
• Retirement savings plan with company matching.
• Annual performance bonus.
• Employee discount on store merchandise.
• Paid parental and annual leave.
• Professional development allowance.

Training

• Comprehensive onboarding program covering company culture and retail standards.
• Ongoing leadership and customer service workshops.
• Access to online learning platforms for skill enhancement.
• Mentorship opportunities with senior executives.
• Regular feedback sessions and performance coaching.

Working Environment

The role is based in the modern Pick n Pay headquarters in Gaborone, offering a collaborative open‑plan office, state‑of‑the‑art meeting rooms, and a supportive team atmosphere. Employees enjoy a dynamic retail environment with frequent interaction across store locations, fostering a sense of community and shared purpose.

Application Process

Interested candidates should submit their application through the online portal on the Pick n Pay careers page. The process includes an initial resume review, a competency‑based interview, and a final assessment center. Successful applicants will be notified within four weeks of submission.

Equal Opportunity Statement

Pick n Pay Botswana is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive workplace where all employees are valued, respected, and given the chance to thrive. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, age, disability, or any other protected characteristic. This commitment supports our broader mission of providing meaningful Employment in Botswana for all.