Customer Experience Manager Job Vacancy in Jwaneng, Botswana – Telecommunications

Job Description

Position: Customer Experience Manager

Company: Orange Botswana

Location: Jwaneng, Botswana

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: SSP 250,000 – SSP 350,000 per annum

Vacancies:1

Company Overview

Orange Botswana is a leading telecommunications provider delivering mobile, broadband, and digital services across the nation. As part of the global Orange Group, the company combines international expertise with deep local insight, ensuring that Botswana stays connected to the world. With a strong commitment to innovation, sustainability, and community development, Orange Botswana has become a trusted brand for both residential and corporate customers. The company’s operations in Jwaneng support the vibrant mining community, offering reliable connectivity that fuels economic growth and improves quality of life. Orange Botswana’s focus on customer centricity drives its continuous investment in network expansion, digital solutions, and service excellence, making it an attractive employer for professionals seeking dynamic career opportunities in Botswana.

In recent years, Orange Botswana has launched several initiatives aimed at digital inclusion, youth empowerment, and corporate social responsibility. These programs have positioned the company as a catalyst for social change, aligning with national development goals and creating a supportive environment for talent to thrive. As a result, the organization consistently ranks among the top employers in the telecommunications sector, offering competitive compensation, robust benefits, and a culture that values diversity, collaboration, and innovation.

Job Overview

The Customer Experience Manager will lead Orange Botswana’s efforts to design, implement, and continuously improve the end‑to‑end customer journey. Reporting to the Head of Customer Service, the role will be responsible for shaping strategies that enhance satisfaction, loyalty, and advocacy across all touchpoints, including retail stores, call centres, digital platforms, and field services. This position plays a pivotal role in translating customer insights into actionable initiatives that drive operational efficiency and revenue growth.

Working closely with cross‑functional teams such as Marketing, Product Development, IT, and Operations, the manager will champion a customer‑first mindset throughout the organisation. By leveraging data analytics, voice‑of‑customer feedback, and industry best practices, the manager will identify pain points, develop solutions, and monitor performance against key metrics. The role also involves mentoring a team of customer experience specialists, fostering a culture of continuous improvement, and ensuring alignment with Orange’s global standards.

This opportunity offers a unique platform to influence the future of telecommunications services in Botswana, contribute to the nation’s digital transformation, and build a high‑performing team that delivers exceptional experiences to millions of users. Candidates who are passionate about service excellence, possess strong analytical capabilities, and thrive in a fast‑paced environment will find this role both challenging and rewarding.

Key Responsibilities

• Develop and execute a comprehensive customer experience strategy aligned with corporate objectives and market trends.
• Analyse customer data, surveys, and feedback to identify trends, root causes, and opportunities for improvement.
• Design and implement journey maps, service blueprints, and process enhancements across all channels.
• Collaborate with Marketing, Product, and IT teams to launch new services and ensure seamless integration into the customer journey.
• Lead, coach, and develop a team of customer experience specialists, fostering a culture of accountability and innovation.
• Monitor key performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and First Contact Resolution (FCR), and report insights to senior leadership.
• Manage escalations and resolve complex customer issues, ensuring timely and satisfactory outcomes.

Required Skills

• Strong analytical and problem‑solving abilities with proficiency in data‑driven decision making.
• Excellent communication and interpersonal skills, capable of influencing stakeholders at all levels.
• Proven experience in designing and optimizing customer journeys in a telecom or related industry.
• Leadership experience with a track record of building and motivating high‑performing teams.
• Familiarity with CRM platforms, analytics tools, and digital engagement solutions.
• Ability to manage multiple projects simultaneously while meeting tight deadlines.

Education

A Bachelor’s degree in Business Administration, Marketing, Communications, or a related discipline is required. Advanced qualifications such as an MBA or certifications in Customer Experience Management (e.g., CCXP) are highly desirable.

Experience

Minimum of five (5) years of progressive experience in customer experience, service design, or related fields within the telecommunications sector or a comparable industry. Demonstrated success in leading cross‑functional initiatives and delivering measurable improvements in customer satisfaction is essential.

Salary

The position offers a competitive annual 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 total rewards package.

Benefits

• Comprehensive health insurance covering medical, dental, and vision.
• Retirement savings plan with employer contributions.
• Generous paid leave, including annual, sick, and parental leave.
• Employee discount programmes for mobile and data services.
• Flexible working arrangements and remote work options where applicable.
• Recognition programmes and career advancement pathways.

Training

• Onboarding programme covering Orange’s culture, systems, and customer experience frameworks.
• Continuous professional development through workshops, certifications, and e‑learning platforms.
• Leadership development tracks for high‑potential managers.
• Access to industry conferences and networking events.

Working Environment

Orange Botswana offers a modern, collaborative workplace located in Jwaneng’s business district, equipped with state‑of‑the‑art technology and comfortable meeting spaces. The company promotes a diverse and inclusive culture where ideas are welcomed, and employees are encouraged to take ownership of their projects. Flexible schedules and a supportive management style ensure a healthy work‑life balance.

Application Process

Interested candidates should submit their updated CV and a cover letter outlining their relevant experience through the online portal at https://botswanajobsearch.com/. Applications will be reviewed on a rolling basis, and shortlisted candidates will be contacted for an initial interview followed by assessment centre activities.

Equal Opportunity Statement

Orange Botswana 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.