CUSTOMER EXPERIENCE MANAGER

Department: Customer Experience Department
Reports to: Managing Director
Duty Station: Dar es Salaam, Tanzania
Company: Laiki Technology Limited (Afritrack)

ABOUT THE COMPANY

Afritrack (afritrack.com) is a leading regional Internet of Things (IoT) service provider headquartered in Mauritius, with LAIKI Technology Ltd as its Tanzanian subsidiary. Our purpose and value proposition is to provide actionable intelligence to customers by leveraging cutting-edge IoT technology and Data Analytics to improve operational efficiencies and reduce costs. Having recently secured seed funding, the company is at an exciting high-growth stage with plans to expand throughout Africa over the next 5 years.

OVERALL RESPONSIBILITY

The Customer Experience Manager (CXM) owns the end-to-end customer journey at Afritrack, leading the Customer Experience Department to deliver a consistent, high-value experience from onboarding through long-term partnership. The CXM directs and unifies the work of the Head of Customer Support, Head of Client Relations, and Head of Customer Success. The role is accountable for customer satisfaction, retention, lifetime value, and growing the revenue base through upselling and offering Value Added Services.

DETAILED RESPONSIBILITIES

1. Departmental Strategy & Leadership

Set the overall strategy, vision, and standards for the Customer Experience Department, aligning Support, Client Relations, and Customer Success around a single customer journey.
Own departmental P&L-relevant metrics (retention, NPS, CSAT, customer lifetime value) and translate company strategy into departmental goals and KPIs.
Identify gaps, overlaps, and hand-off failures between Support, Relations, and Success, and design processes to close them.
Represent the customer’s voice at the management level, advising the GM/MD on decisions affecting customer experience.
Stay current on customer experience best practices and integrate innovative approaches into Afritrack’s processes and tools.

2. Customer Journey & Experience Ownership

Own the end-to-end customer journey map from onboarding through renewal.
Lend deep technical and data analytics know-how to address customer issues and value realization across online systems and data analytics platforms.
Ensure customers experience Afritrack as a single, joined-up partner.
Set and enforce standards for how customer data, requests, and feedback are captured and actioned across TrackMIS and related systems.
Champion a proactive, value-driven approach to customer engagement.

3. Growing and Assurance of Revenue

Explore opportunities within the customer base for upselling and selling Value-Added Services.
Manage customer acceptance of extraordinary support charges outside contractual obligations.
Ensure Customer Master Agreements (CMAs) are proactively renewed and signed.
Maintain updated customer contact records for automated alerts, notifications, and outreach efforts.

4. Performance Monitoring & Reporting

Define and track key metrics, including retention rate, NPS, CSAT, SLA adherence, and customer lifetime value.
Consolidate reporting from Support, Client Relations, and Customer Success into a single departmental view for management.
Conduct regular performance reviews of each function and team head.
Use data and customer feedback to prioritize departmental initiatives and resource allocation.

5. Cross-Functional Collaboration

Partner with Sales, Technical Operations, Billing, and Product/Innovation teams to address customer needs.
Feed market and customer intelligence gathered by the CX team into product development and commercial strategy.
Support the Sales team on renewals and account expansion with well-documented relationship histories.

6. Systems, Process & Knowledge Management

Ensure Operations Manuals, SOPs, and SLAs are documented, current, and followed.
Champion effective use of TrackMIS and related platforms across the department.
Sponsor training and certification frameworks to raise team competence.

7. General Duties

Participate actively in the Strategy Management Matrix (SMM) framework for strategy execution.
Prepare and share Weekly Flash Reports, Monthly Management Reports, and other reports as required.
Engage with management on strategic ways forward and handle delegated tasks from the MD.

SUCCESS METRICS

Overall client retention rate and churn
Net Promoter Score (NPS) and Customer Satisfaction (CSAT)
Customer lifetime value
Revenue generated
SLA adherence across Support, Relations, and Success
Performance and development outcomes of the three departmental Heads and their teams

QUALIFICATIONS & CANDIDATE PROFILE

Qualifications

Minimum of a Bachelor’s degree or equivalent; a postgraduate qualification is an advantage.
At least 5 years of relevant experience in customer experience, customer success, or customer relationship management.
At least 2 years in a leadership role managing other managers or team heads.
Proven track record of managing customer retention, satisfaction, or lifetime value metrics.

Ideal Candidate Attributes

Purpose-Driven: Deeply committed to customer value creation and loyalty.
IT & Data Analytics Savvy: Highly competent with IT systems and capable of analyzing data for actionable insights.
Owner: Highly accountable, self-directed, with strong integrity and confidentiality.
Leader of Leaders: Capable of unifying departmental heads around a shared vision.
Communicator: Clear and persuasive in both written and verbal communication.
People Manager: Leads with empathy, reads team dynamics, and fosters growth.
Strategic & Systematic: Systems-based problem solver who balances immediate needs with big-picture goals.
Driven & Detail-Oriented: Energetic, resilient, and analytically rigorous.
Sales-Minded & Optimistic: Persistent, persuasive, and target-driven.

HOW TO APPLY

Email: work@afritrack.com
Subject Line: Customer Experience Manager
Requirements: In the body of the email, clearly state why you fit the role and attach your updated CV or Resume.

To apply for this job email your details to work@afritrack.com

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