Customer Experience Manager Job Vacancy in Kampala, Uganda – Telecommunications

Job Description

Position: Customer Experience Manager

Company: MTN Uganda

Location: Kampala, Uganda

Experience: 5+ years of experience in customer experience, service delivery, or related fields

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

Employment Type: Full-time

Industry: Telecommunications

Department: Customer Experience

Salary: SSP 3,500,000 – SSP 5,000,000 per month

Vacancies:1

Company Overview

MTN Uganda is a leading telecommunications provider delivering innovative mobile and data services across the nation. As part of the MTN Group, a globally recognized telecom operator, the company is committed to connecting people, businesses, and communities throughout Uganda. With a strong focus on digital inclusion, network excellence, and customer centricity, MTN Uganda offers a dynamic environment for professionals seeking to shape the future of communications. The organization consistently ranks among the top employers in Uganda, providing career growth, competitive compensation, and a culture that values diversity and empowerment. Join MTN Uganda to be part of a forward‑thinking team that drives connectivity, supports economic development, and creates lasting impact in the Ugandan market.

Job Overview

The Customer Experience Manager will lead MTN Uganda’s strategy to enhance customer satisfaction, loyalty, and advocacy across all touchpoints. Reporting to the Head of Customer Operations, you will design and implement initiatives that improve service quality, streamline complaint handling, and personalize interactions using data‑driven insights. This role is pivotal in translating customer feedback into actionable improvements, collaborating with cross‑functional teams such as Marketing, Sales, Product, and IT. The successful candidate will champion a culture of excellence, ensuring that MTN Uganda remains the preferred telecom brand in the country. For more information, visit our careers page at https://ugandajobssearch.com/. This position offers a unique opportunity to influence the customer journey, contribute to business growth, and advance your career within a reputable multinational organization.

Key Responsibilities

• Develop and execute a comprehensive customer experience strategy aligned with corporate goals.
• Analyze customer data, NPS scores, and feedback to identify improvement areas.
• Lead cross‑functional projects to redesign processes, reduce resolution time, and enhance service quality.
• Oversee the end‑to‑end complaint management system, ensuring timely and effective resolution.
• Collaborate with Marketing to create personalized communication campaigns.
• Implement training programs for frontline staff to improve interaction skills.
• Monitor key performance indicators (KPIs) and produce regular performance reports for senior leadership.
• Stay abreast of industry trends and emerging technologies to innovate the customer experience.

Required Skills

• Strong analytical abilities with proficiency in data visualization tools.
• Excellent communication and stakeholder management skills.
• Proven leadership experience in managing cross‑functional teams.
• Customer‑centric mindset with a passion for service excellence.
• Project management expertise, preferably with PMP or PRINCE2 certification.
• Ability to translate insights into actionable business solutions.
• Knowledge of telecom products, services, and regulatory environment.
• Fluency in English and at least one local language (e.g., Luganda).

Education

A bachelor’s degree in Business Administration, Marketing, Communications, or a related field is required. Advanced qualifications such as an MBA or relevant certifications in Customer Experience Management are highly desirable and will be considered an asset during the selection process.

Experience

Candidates must have a minimum of five years of progressive experience in customer experience, service delivery, or related roles within the telecommunications sector or a comparable industry. Demonstrated success in leading large‑scale improvement initiatives and managing multi‑disciplinary teams is essential.

Salary

The role offers a competitive salary ranging from SSP 3,500,000 to SSP 5,000,000 per month, commensurate with experience and qualifications. In addition, performance‑based bonuses and comprehensive benefits are provided.

Benefits

• Health insurance covering medical, dental, and vision.
• Retirement savings plan with employer contributions.
• Annual performance bonus and incentive schemes.
• Paid annual leave and public holidays.
• Employee assistance program and wellness initiatives.
• Opportunities for international exposure and career advancement.

Training

• Onboarding program covering MTN Uganda’s culture, systems, and processes.
• Continuous professional development courses in analytics, leadership, and customer experience.
• Access to MTN Group’s global learning platform for certifications.
• Mentorship and coaching from senior executives.

Working Environment

MTN Uganda provides a modern, collaborative workspace located in the heart of Kampala’s business district. Employees benefit from state‑of‑the‑art facilities, flexible working arrangements, and a supportive culture that encourages innovation and work‑life balance. The organization promotes diversity, inclusion, and equal opportunity, ensuring that every team member can thrive and contribute to the company’s success.

Application Process

Interested candidates should submit their updated CV and a cover letter outlining their relevant experience through the online application portal on the MTN Uganda careers website. Applications will be reviewed on a rolling basis, and shortlisted candidates will be invited for an initial interview followed by assessment centre activities. Please ensure all documents are uploaded in PDF format.

Equal Opportunity Statement

MTN Uganda is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of gender, age, disability, religion, or sexual orientation. All qualified applicants will receive consideration for employment without discrimination.