Customer Experience Manager Job Vacancy in Machinga, Malawi – Telecommunications

Customer
Machinga
August 28, 2026
Full Time
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Job Description

Position: Customer Experience Manager

Company: MTN Malawi

Location: Machinga, Malawi

Experience: Minimum 5 years in customer experience or service management

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

Employment Type: Full-time

Industry: Telecommunications

Department: Customer Experience

Salary: SSP 1,800,000 – SSP 2,200,000 per annum

Vacancies:1

Company Overview

MTN Malawi is a leading mobile telecommunications provider delivering innovative voice, data, and digital services across the nation. With a strong commitment to connectivity, digital inclusion, and community development, MTN Malawi has become a trusted brand for millions of customers. The company’s vision is to empower every Malawian through technology, and it continuously invests in network expansion, customer-centric solutions, and sustainable business practices. As part of the wider MTN Group, MTN Malawi benefits from global expertise while maintaining a deep local presence, making it an attractive employer for professionals seeking dynamic career opportunities in Malawi.

For more information about MTN Malawi’s corporate values and community initiatives, visit the official website.

Job Overview

The Customer Experience Manager will lead MTN Malawi’s efforts to enhance the overall satisfaction and loyalty of its subscriber base. This role is pivotal in shaping the customer journey, driving service excellence, and ensuring that all touchpoints reflect the brand’s promise of reliability and innovation. The manager will collaborate with cross‑functional teams, analyze customer insights, and implement strategies that align with MTN’s broader business objectives. This position offers a unique chance to influence the telecommunications landscape in Malawi while contributing to the company’s growth and reputation.

Explore similar opportunities on our partner portal: https://malawijobsearch.com

Key Responsibilities

  • Develop and execute a comprehensive customer experience strategy that aligns with MTN’s brand values and business goals.
  • Lead a team of customer service specialists, providing coaching, performance feedback, and professional development.
  • Analyze customer feedback, Net Promoter Scores (NPS), and service metrics to identify improvement areas.
  • Design and implement omnichannel initiatives, ensuring seamless interactions across call centers, retail outlets, digital platforms, and social media.
  • Collaborate with product, marketing, and network teams to launch new services that meet customer expectations.
  • Monitor and report on key performance indicators (KPIs) such as churn rate, average handling time, and first‑call resolution.
  • Drive continuous improvement projects using Lean, Six Sigma, or similar methodologies.
  • Manage escalations and resolve complex customer issues with a focus on retention.
  • Ensure compliance with regulatory standards and data protection policies.
  • Champion a customer‑centric culture throughout the organization.

Required Skills

  • Strong leadership and people‑management abilities.
  • Excellent analytical skills with proficiency in data‑driven decision making.
  • Deep understanding of telecommunications products and services.
  • Exceptional communication and interpersonal skills.
  • Experience with CRM systems, customer analytics tools, and omnichannel platforms.
  • Problem‑solving mindset and ability to handle high‑pressure situations.
  • Project management expertise, preferably with PMP or PRINCE2 certification.

Education

A bachelor’s degree in Business Administration, Marketing, Communications, or a related field is required. Advanced degrees or certifications in Customer Experience Management, Business Analytics, or Project Management are considered an asset.

Experience

Applicants must have a minimum of five years of relevant experience, with at least two years in a supervisory or managerial capacity within the telecommunications sector or a comparable industry.

Salary

The compensation package ranges from SSP 1,800,000 to SSP 2,200,000 annually, commensurate with experience and qualifications. The package includes performance‑based bonuses and other incentives.

Benefits

  • Health insurance covering medical, dental, and vision care.
  • Retirement savings plan with employer contributions.
  • Paid annual leave and public holidays.
  • Professional development allowance.
  • Employee assistance program.
  • Discounts on MTN services and partner offers.

Training

  • Onboarding program covering MTN’s systems, policies, and customer experience standards.
  • Leadership development workshops and mentorship opportunities.
  • Access to online learning platforms for continuous skill enhancement.

Working Environment

MTN Malawi offers a collaborative, inclusive, and technology‑driven workplace. Employees benefit from modern office facilities in Machinga, flexible working arrangements, and a culture that encourages innovation and community involvement. The company promotes work‑life balance and supports initiatives that contribute to the social and economic development of Malawi.

Application Process

Interested candidates should submit their updated CV and a cover letter outlining their suitability for the role through the online application portal. Applications will be reviewed on a rolling basis, and shortlisted candidates will be contacted for interviews.

For additional career resources, visit: https://algeriajobsearch.com/

Explore regional opportunities here: https://lesothojobsearch.com/job-vacancy-lesotho/

Equal Opportunity Statement

MTN 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.

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