CUSTOMER EXPERIENCE MANAGER- Micro Insurance & Financial Services SBU
Sales & Marketing Jobs
- Expires 24 Jul 2026
- Harare
- Full Time
Job Description
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.
Duties and 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.
Qualifications and Experience
• 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
Interested candidates to email detailed applications to hr@goldenknot.co.zw by no later than 24 July 2026.
