We are seeking an exceptional, customer-focused leader to join our Micro Insurance & Financial Services Strategic Business Unit as Customer Experience Manager. This is a strategic leadership role for an innovative professional who will shape the customer experience, strengthen our brand, build lasting stakeholder relationships, and drive revenue growth through customer acquisition, retention, customer loyalty, cross-selling, and up-selling initiatives across all service channels. The successful candidate will play a pivotal role in transforming customer interactions into profitable business opportunities while ensuring exceptional service delivery and sustainable business growth.
Job Summary
- Type: full-time
- Location: Harare
- Category: Customer Service
- Closing Date: 2026-07-24
Key Responsibilities
- Develop and implement the customer experience strategy to drive service excellence and business growth, and increased customer lifetime value.
- Champion a customer-centric culture across the business, ensuring seamless and consistent experiences at every customer touchpoint.
- Drive revenue generation by increasing new customer acquisition, improving customer retention, reducing customer churn, and identifying cross-selling and up-selling opportunities across the Group’s insurance and financial services portfolio.
- Develop and implement customer engagement initiatives that convert customer interactions into sales opportunities, increase product penetration, and grow revenue from both new and existing customers.
- Collaborate with internal and external stakeholders to strengthen customer communication, enhance the corporate brand, and expand the Group’s market presence.
- Develop and implement strategies to increase brand awareness and presence in the market, online and offline.
- Manage media relations and public communications. Act as a brand spokesperson when required.
- Analyse customer insights, service metrics, sales trends, and customer feedback to improve customer satisfaction, loyalty, and profitability.
- Lead customer complaints management, service quality assurance, and customer experience innovation.
- Drive digital customer engagement and optimise customer journeys to improve conversion rates, customer retention, and service efficiency.
Requirements
- Degree in Business, Marketing, Customer Experience, Insurance, Banking, or related field (postgraduate qualification is an added advantage).
- Professional certification in Customer Experience, CRM, Marketing, or Service Excellence.
- 7-10 years’ relevant experience, including 5 years in a senior management role within insurance, banking, microfinance, or financial services.
- Strong understanding of PR, digital marketing.
- Proven success in delivering customer experience improvements, revenue growth, customer retention brand visibility and stakeholder engagement.
How to Apply
Apply by email: [email protected]
Frequently Asked Questions
What are the typical qualifications and experience required for a Customer Experience Manager in micro-insurance in Zimbabwe?
A bachelor's degree in business administration, marketing, or a related field is generally expected, often coupled with professional certifications in customer service or insurance. Significant prior experience in customer service management within the financial services or micro-insurance sector is highly valued for this role.
What are the common day-to-day responsibilities of a Customer Experience Manager in the micro-insurance and financial services sector?
Daily tasks involve monitoring customer interactions, analyzing feedback to identify areas for improvement, and developing strategies to enhance the overall customer journey. You will also manage a team, ensuring service standards are met and staff are adequately trained on products and customer service protocols.
What is the typical work culture and what are the key expectations for managers in the Zimbabwean financial services sector?
Zimbabwean financial services culture often emphasizes professionalism, respect for hierarchy, and a strong commitment to regulatory compliance and ethical conduct. Managers are expected to demonstrate strong leadership, foster teamwork, and drive results while maintaining high service quality.
What are the realistic career progression and growth paths for a Customer Experience Manager in micro-insurance in Zimbabwe?
Successful Customer Experience Managers can progress to roles like Head of Customer Service, Operations Manager, or even regional management positions within financial services organizations. Further specialization in areas like product development or business strategy is also a viable growth path for experienced individuals.
What are the typical benefits packages offered for a managerial role like this in Zimbabwe?
Standard benefits usually include medical aid, pension contributions, and a set number of annual leave days as per Zimbabwean labor laws. Some employers may also offer transport allowances, performance bonuses, or life assurance depending on their specific company policy and the role's seniority.
How should one apply for this role, and what do Zimbabwean employers look for in a successful candidate?
When applying, ensure your CV clearly highlights relevant experience in customer service management within financial services or micro-insurance, and tailor your cover letter to the specific requirements. Employers in Zimbabwe typically look for strong communication skills, problem-solving abilities, and a proven track record of improving customer satisfaction.