Customer Experience Manager Job Vacancy in Maseru, Lesotho – Telecommunications & Customer Service

Job Description

Position: Customer Experience Manager

Company: MTN Lesotho

Location: Maseru, Lesotho

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

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

Employment Type: Full-time

Industry: Telecommunications & Customer Service

Department: Customer Experience

Salary: SSP 350,000 – SSP 500,000 per month

Vacancies:1

Company Overview

MTN Lesotho is a leading mobile telecommunications provider delivering innovative voice, data, and digital services across the Kingdom of Lesotho. With a commitment to connectivity, digital inclusion, and community development, MTN Lesotho has built a robust network infrastructure that supports millions of customers. The company prides itself on fostering a culture of excellence, diversity, and continuous learning, making it an attractive employer for ambitious professionals seeking career growth in the dynamic telecom sector. As part of the broader MTN Group, MTN Lesotho benefits from global expertise, cutting‑edge technology, and a strong focus on corporate social responsibility, positioning itself as a top choice for those looking for meaningful employment in Lesotho.

MTN Lesotho actively contributes to the national economy by creating jobs, supporting local suppliers, and investing in digital literacy programs. The organization’s vision is to empower every Lesotho citizen with seamless connectivity, enabling them to thrive in a digital world. This commitment to innovation and community impact makes MTN Lesotho a premier destination for talent seeking to make a difference while advancing their careers.

Job Overview

The Customer Experience Manager will lead MTN Lesotho’s efforts to design, implement, and continuously improve customer journey strategies that enhance satisfaction, loyalty, and advocacy. Reporting to the Head of Marketing, the role will collaborate closely with cross‑functional teams including Sales, Product Development, Operations, and IT to ensure a unified, customer‑centric approach. This position is pivotal in translating customer insights into actionable initiatives that drive revenue growth and reinforce MTN Lesotho’s reputation as the most trusted telecom brand in the country.

Key performance indicators include Net Promoter Score (NPS), Customer Satisfaction (CSAT) metrics, churn reduction, and revenue uplift from upsell and cross‑sell campaigns. The manager will also oversee the development of omnichannel support frameworks, ensuring seamless experiences across call centers, retail outlets, digital platforms, and social media channels. This role offers a unique opportunity to shape the future of customer experience in Lesotho’s telecom landscape.

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Key Responsibilities

• Develop and execute a comprehensive customer experience strategy aligned with MTN Lesotho’s business objectives.
• Analyze customer data, feedback, and market trends to identify pain points and opportunities for improvement.
• Lead cross‑functional projects to redesign touchpoints, including onboarding, billing, support, and digital self‑service.
• Implement and monitor NPS, CSAT, and other key metrics, presenting insights to senior leadership.
• Collaborate with product teams to embed customer insights into new service offerings and feature enhancements.
• Manage a team of customer experience analysts and specialists, fostering a culture of data‑driven decision making.
• Oversee the creation of customer journey maps, personas, and service blueprints.
• Drive continuous improvement initiatives using Lean, Six Sigma, or Agile methodologies.
• Coordinate with marketing to develop targeted communication campaigns that enhance brand perception.
• Ensure compliance with regulatory standards and data privacy requirements in all customer interactions.

Required Skills

• Strong analytical abilities with proficiency in CRM and analytics tools (e.g., Salesforce, Power BI).
• Excellent communication and stakeholder management skills.
• Proven leadership experience in managing multidisciplinary teams.
• Deep understanding of telecom products, services, and market dynamics.
• Ability to translate complex data into clear, actionable recommendations.
• Project management expertise, preferably with PMP or PRINCE2 certification.
• Customer‑centric mindset with a passion for delivering exceptional service.
• Fluency in English and Sesotho.

Education

A Bachelor’s degree in Business Administration, Marketing, Communications, or a related discipline is required. A Master’s degree or relevant professional certifications (e.g., CXPA, PMP) are considered an advantage.

Experience

Minimum of five (5) years of progressive experience in customer experience management, preferably within the telecommunications industry. Demonstrated success in leading large‑scale transformation projects and improving key customer metrics is essential.

Salary

The role offers a competitive salary range of SSP 350,000 to SSP 500,000 per month, commensurate with experience and qualifications. Performance‑based bonuses and incentives are also part of the total compensation package.

Benefits

• Health insurance covering medical, dental, and vision.
• Retirement savings plan with employer contributions.
• Annual performance bonus.
• Professional development allowance.
• Employee assistance program.
• Flexible working arrangements and remote work options.
• Paid parental and sick leave.

Training

• Comprehensive onboarding program covering MTN’s culture, systems, and customer experience frameworks.
• Access to internal and external training platforms for leadership, analytics, and digital skills.
• Mentorship opportunities with senior executives.
• Regular workshops on emerging telecom technologies and market trends.

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Working Environment

MTN Lesotho offers a collaborative, inclusive, and fast‑paced work environment where innovation is encouraged. Employees benefit from modern office facilities in Maseru, state‑of‑the‑art technology, and a supportive culture that values work‑life balance. The company promotes diversity and ensures that every voice is heard, fostering a sense of belonging for all staff.

Application Process

Interested candidates should submit their updated CV and a cover letter outlining their relevant experience through the MTN Lesotho careers 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 center.

Equal Opportunity Statement

MTN Lesotho 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.