Customer Experience Manager

EXIM BANK — VACANCY ANNOUNCEMENT

JOB OVERVIEW

• Job Title: Customer Experience Manager

• Position: 1

• Department: Strategic Investment and Subsidiaries Management

• Reporting To: Senior Manager – Customer Experience & Client Services

• Region: Dar es salaam

• Hours of Work: 8am – 5pm Monday to Friday. Additional hours as required by workload

1. PURPOSE OF JOB

Responsible for ensuring the highest level of customer service throughout the Bank.

2. PRINCIPAL ACCOUNTABILITIES

2.1 Responsibilities

• Manage the relationship of the customer and bank ensure that needs of the clients are addressed clearly.

• Handle customer issues escalated by customer service representatives

• Periodically monitor interactions of Customer service representatives with customers to ensure quality control, give direction and make recommendations as necessary

• Meet with employees periodically to discuss progress toward work goals

• Train, coach and manage all customer service representatives and conduct monthly customer service audits.

• Help solve problems that affect the service, efficiency, and productivity of the front-end

• Ensure there is establishment of a Corporate Customer Services Function at the Corporate Office.

• Consider our current service levels and target at achieving better turn-around time for the service delivery cycle by looking at industry standards and best practices.

• Identify dependence variables for all the services we offer like systems, procedures, quality of people etc so as to do a gap analysis of where we and what we want to achieve.

• Initiate a proposal for top management approval for outsourcing a Customer Satisfaction Survey.

• Identify and train at least one person at every Branch who will head the customer services.

• Simultaneously perform an internal fact finding exercise in order to collect data on the key customer services issues.

• Maintain a database of data for further analysis as an on-ongoing activity until such time when the CRM system can be implemented.

• Recommend and in some cases also undertake trainings and grooming initiatives.

• Liaise with key internal stakeholders to set realistic service benchmarks based on our current capabilities.

• Implement of Call Centre.

• Establish our Intranet to facilitate internal communication and services.

• Implement of Back Office Operations to improve service levels

• Carry out research and understand new developments and methodologies for enhancing and improving service quality to our customers.

3. QUALIFICATION AND EXPERIENCE REQUIRED

• University degree in Business Administration or Economics and relevant professional qualifications in banking, finance, or marketing.

   

• Minimum of 5 years relevant working experience in a similar position.

   

• Computer literacy and knowledge of new evolving technology systems.

   

4. COMPETENCY REQUIRED

• Ability to assess customer needs and develop products that suits their needs.

   

• Self-confident, ambitious, willing to take on challenges.

• High energy level and aggressive.

• Self-motivated, fast learning with a proven ability to work independently under pressure and high efficiency.

HOW TO APPLY

Application Email: Send your CV and cover letter to hrrecruit@eximbank.co.tz

Application Deadline: 17th July 2026

For more Information: Call 0800 780 111 or visit www.eximbank.co.tz

NB: Only shortlisted candidates will be contacted.

Exim Bank (T) Ltd is an employer that provides equal opportunities and is dedicated to fostering a diverse workplace and attaining a gender-balanced team. We highly encourage women and individuals with disabilities to submit their applications for this position.