Customer Experience Hub Manager

About the role

Lead the Customer Experience Hub in Kigali, combining AI, digital channels and human expertise to deliver seamless service across Africa. You will also head the group‑wide customer satisfaction measurement and continuous improvement program.

Key responsibilities

• Manage digital request handling, escalations and SLA compliance for customers and prospects.
• Lead customer survey campaigns, automate feedback collection, analyse results and produce executive summaries.
• Consolidate Voice of the Customer data, create dashboards, identify pain points and coordinate corrective action plans with cross‑functional teams.

Required profile

• Master’s degree in Marketing, Customer Relations, Business, CRM or Digital Transformation.
• Minimum five years of experience in Customer Experience, Customer Success or Customer Service, preferably in an international, multi‑country environment.
• Strong analytical mindset, excellent communication in French and English, and ability to lead complex projects across cultures.

Required skills

• Microsoft Power BI
• Sales CRM Dynamics
• Customer Insights Journeys
• Customer Voice tools
• Data analysis and reporting
• CRM and marketing automation platforms