General Manager - Customer Experience
Full Time
2 days ago
Harare, Harare
Important notice
Wakanda Jobs is not the employer and does not process applications for this job. Never pay money for a job application, interview, or employment offer. If anyone requests payment, treat it as suspicious and report it to us.
Employment Information
EcoCash Zimbabwe is inviting applications from suitably qualified and experienced professionals for the position of General Manager – Customer Experience. The position focuses on leading a customer experience strategy that turns exceptional service into a competitive advantage, driving product adoption, loyalty and revenue growth across all channels.
Key Responsibilities
• Own end-to-end experience engineering across customer lifecycle journeys and map journeys to the underlying systems, processes and failure points
• Lead root-cause elimination: drive permanent fixes with Technology, Product and Operations rather than handling symptoms
• Drive delivery of AI and automation cases, such as conversational AI, complaint classification and routing, speech and text analytics, churn and fraud signals, and next-best-action
• Shape a future-ready customer experience and telesales strategy that drives long-term growth
• Drive enterprise-wide service transformation through customer journey redesign, operational excellence and service quality
• Lead customer operations and strategic partnerships to deliver exceptional customer experiences
• Drive revenue and product adoption through data-driven selling, cross-selling and up-selling
• Champion innovation by introducing new service models, digital channels and global best practices that set the benchmark for customer experience
• Elevate customer satisfaction and retention across all touchpoints, extending inclusive service to urban, rural and high-value customers
• Use predictive analytics and KPI dashboards to forecast demand, manage risk and guide executive decisions
VacancyGap tips:
• You must have a Bachelor's degree in Engineering, Computer Science, Information Systems, Data Science/Statistics, Business Studies, Marketing or a related discipline.
• A postgraduate qualification is required: an MBA (ideally with a digital, analytics or technology-management focus), or an MSc in Business Analytics, Data Science, Information Systems, Digital Transformation, or Technology/Innovation Management.
• Demonstrable data and technical literacy is essential. You must be able to interrogate data, interpret analytics and model outputs, and engage credibly with engineers and data scientists.
• A minimum of 8–10 years' experience in a customer management environment is required, with at least 2 years in senior management.
• A proven track record of leading large customer service, contact centre and telesales operations is essential.
• Strong strategic planning, budget management, leadership and stakeholder management skills are required.
Qualifications
• Bachelor's degree in Engineering, Computer Science, Information Systems, Data Science/Statistics, Business Studies, Marketing or a related discipline
• A postgraduate qualification in one of the following: MBA (ideally with a digital, analytics or technology-management focus), or MSc in Business Analytics, Data Science, Information Systems, Digital Transformation, or Technology/Innovation Management
• Demonstrable data and technical literacy: ability to interrogate data, interpret analytics and model outputs, and engage credibly with engineers and data scientists
• Minimum of 8–10 years' experience in a customer management environment, at least 2 of which in senior management
• Proven track record of leading large customer service, contact centre and telesales operations
• Strong strategic planning, budget management, leadership and stakeholder management skills
How to apply
• Send your CV to: [email protected]
• Application Deadline: 18 November 2026
• Note: Only shortlisted candidates will be contacted. EcoCash is an equal opportunity employer committed to a diverse and inclusive workplace.
