Customer Experience Manager Job Vacancy in Blantyre, Malawi – Retail

Job Description

Position: Customer Experience Manager

Company: Shoprite Malawi

Location: Blantyre, Malawi

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: Retail

Department: Customer Experience

Salary: SSP 1,200,000 – SSP 1,800,000 per annum

Vacancies:1

Company Overview

Shoprite Malawi is a leading retail chain operating across the country, delivering quality groceries, fresh produce, and household essentials to millions of Malawian consumers. As part of the broader Shoprite Holdings group, the company combines international best practices with deep local market insight, fostering a vibrant shopping environment that supports local suppliers and creates jobs. With a strong commitment to community development, sustainability, and customer satisfaction, Shoprite Malawi continues to expand its footprint, making it an attractive destination for career growth. This role offers a unique opportunity to shape the customer journey in a dynamic retail setting, contributing directly to the company’s mission of providing value and convenience. The position aligns with the growing demand for skilled professionals in the retail sector, positioning you at the forefront of Malawi Jobs and Career Opportunities in Malawi.

Job Overview

The Customer Experience Manager will lead the design, implementation, and continuous improvement of strategies that enhance the overall shopping experience across all Shoprite Malawi stores. Reporting to the Regional Operations Director, you will collaborate with cross‑functional teams including Marketing, Store Operations, and Human Resources to ensure a seamless, customer‑centric approach. Your responsibilities will encompass analyzing customer feedback, developing loyalty programs, training staff on service excellence, and leveraging data analytics to drive actionable insights. This role is pivotal in strengthening brand loyalty, increasing footfall, and boosting sales performance.

https://malawijobsearch.com

As part of your mandate, you will also be responsible for aligning the customer experience initiatives with the broader corporate strategy, ensuring that every touchpoint—from online platforms to in‑store interactions—reflects Shoprite’s commitment to quality and value. The successful candidate will be a strategic thinker with a passion for retail innovation, capable of translating customer insights into measurable business outcomes.

https://www.ethiopiajobssearch.com/

Key Responsibilities

• Develop and execute a comprehensive customer experience roadmap that aligns with corporate objectives.
• Analyze customer feedback, NPS scores, and shopping patterns to identify improvement areas.
• Design and launch loyalty programs, promotional campaigns, and in‑store events that enhance engagement.
• Collaborate with Store Managers to implement service standards and monitor compliance.
• Lead a team of customer experience specialists, providing coaching, performance reviews, and career development.
• Prepare regular reports for senior leadership on key metrics such as satisfaction scores, repeat purchase rates, and revenue impact.
• Partner with the Marketing department to ensure consistent brand messaging across all channels.
• Utilize digital tools and CRM systems to personalize the shopping journey.
• Manage budget allocations for customer experience initiatives and ensure cost‑effectiveness.
• Stay abreast of retail trends and best practices to introduce innovative solutions.

Required Skills

• Strong analytical abilities with proficiency in data interpretation and reporting.
• Excellent communication and interpersonal skills for stakeholder engagement.
• Leadership experience with a track record of building high‑performing teams.
• Customer‑centric mindset and a deep understanding of retail dynamics.
• Proficiency in CRM platforms, Microsoft Office Suite, and data visualization tools.
• Project management expertise, capable of handling multiple initiatives simultaneously.
• Problem‑solving orientation with a focus on continuous improvement.
• Ability to work in a fast‑paced environment and adapt to changing priorities.

Education

A Bachelor’s degree in Business Administration, Marketing, Retail Management, or a related discipline is required. Advanced certifications in Customer Experience Management, Data Analytics, or Project Management are considered an advantage.

Experience

Minimum of five (5) years of progressive experience in customer experience, service excellence, or retail management, preferably within a large‑scale retail environment. Demonstrated success in leading cross‑functional projects and delivering measurable improvements in customer satisfaction is essential.

Salary

The annual compensation package ranges from SSP 1,200,000 to SSP 1,800,000, commensurate with experience and qualifications. The package includes performance‑based incentives, health benefits, and a retirement contribution scheme.

Benefits

• Competitive salary with annual performance bonuses.
• Comprehensive health insurance covering employee and dependents.
• Retirement savings plan with employer matching.
• Employee discount on all Shoprite products.
• Paid annual leave and statutory holidays.
• Professional development allowance.

Training

• Onboarding program covering company culture, systems, and customer experience standards.
• Continuous learning workshops on data analytics, leadership, and retail innovation.
• Access to e‑learning platforms and industry conferences.

Working Environment

The role is based in the corporate headquarters in Blantyre, offering a modern office setting equipped with the latest technology. You will interact regularly with store teams across the country, requiring occasional travel to regional outlets. Shoprite Malawi promotes a collaborative, inclusive, and safety‑first workplace where ideas are encouraged and achievements recognized.

Application Process

Interested candidates should submit an online application through the Shoprite Careers portal, attaching a current CV and a cover letter outlining relevant experience and motivation. Applications will be reviewed on a rolling basis, and shortlisted candidates will be contacted for a virtual interview followed by an in‑person assessment at the Blantyre office.

Equal Opportunity Statement

Shoprite Malawi 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.