Customer Experience & Value Management (CVM) Manager – Ndb
Job Description
Location: Gaborone, Botswana
Department: Branding, Marketing & Communications
Are you passionate about creating exceptional customer experiences and transforming customer insights into business growth?
As part of the Branding, Marketing & Communications team, you will champion a customer-first culture, leverage analytics to generate business insights, and ensure consistent, seamless experiences across all customer touchpoints.
What You’ll Do
– Develop and implement the enterprise-wide Customer Experience framework.
– Map and optimise customer journeys across retail, commercial, digital and service channels.
– Lead the Voice of the Customer programme, including feedback, surveys and NPS tracking.
– Turn customer insights and analytics into actionable improvements that drive satisfaction, loyalty and retention.
– Develop customer segmentation, retention, loyalty and customer value strategies.
– Partner with Operations, Branch Networks and Digital Marketing to improve service delivery and targeted engagement.
– Drive consistent, seamless omnichannel experiences and service excellence.
– Champion accessible, inclusive and responsible customer engagement, aligned with ESG principles.
– Develop dashboards and reports to track customer satisfaction, loyalty, retention and value.
– Champion a customer-centric culture through CX workshops, training and stakeholder engagement.
What You’ll Bring
Qualifications:
Bachelor’s Degree in Business Administration, Marketing, Customer Experience, Data Analytics, Statistics, or a related discipline.
Professional Certifications:
Professional certifications in Customer Experience, Customer Value Management, Data Analytics, SQL, Power BI, Tableau, or related fields will be an added advantage.
Experience:
– Minimum 7 years’ experience in Customer Experience, Customer Value Management, Service Management, Marketing Analytics, or related disciplines.
– Experience within the financial services, banking, insurance, or customer-focused service industries is highly desirable.
– Strong experience using data and customer insights to drive business performance.
Closing Date: 25 September 2026
