Customer Experience Manager Job Vacancy in Kumasi, Ghana – Telecommunications

Job Description

Position:Customer Experience Manager

Company:AirtelTigo Ghana

Location:Kumasi, Ghana

Experience:5+ years in customer experience or service management

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

Employment Type:Full-time

Industry:Telecommunications

Department:Customer Service

Salary:SSP 120,000 – 180,000 per annum

Vacancies:1

Company Overview

AirtelTigo Ghana is a leading telecommunications provider delivering innovative mobile and data solutions to millions of customers across the nation. With a strong commitment to digital inclusion, the company invests heavily in network expansion, affordable data packages, and cutting‑edge customer service platforms. As part of a global brand, AirtelTigo Ghana aligns its operations with international best practices while fostering local talent and community development. The organization’s vision is to empower Ghanaian citizens and businesses through reliable connectivity, making it a top destination for career growth in the telecommunications sector. This role contributes directly to the company’s mission of delivering exceptional customer experiences, positioning the brand as a preferred choice for Ghana Jobs seekers and reinforcing its reputation in the market.

Job Overview

The Customer Experience Manager will lead the design, implementation, and continuous improvement of customer service strategies that enhance satisfaction, loyalty, and brand advocacy. Reporting to the Head of Customer Service, the manager will collaborate with cross‑functional teams, including Marketing, Sales, and IT, to ensure a seamless omnichannel experience for all users. This role is pivotal in driving the company’s competitive advantage in the fast‑moving telecommunications landscape. For more information about the company and its culture, visit https://ghanajobsearch.com/.

Key Responsibilities

• Develop and execute a comprehensive customer experience roadmap aligned with corporate objectives and market trends.
• Lead a team of customer service supervisors and agents, providing coaching, performance feedback, and career development plans.
• Analyze customer feedback, NPS scores, and service metrics to identify pain points and implement data‑driven improvements.
• Collaborate with product and marketing teams to design customer‑centric campaigns and service offerings.
• Oversee the implementation of CRM tools, chatbots, and self‑service portals to streamline interactions.
• Monitor service level agreements (SLAs) and ensure compliance with regulatory standards.
• Prepare regular reports for senior leadership, highlighting trends, successes, and areas for enhancement.
• Champion a culture of continuous improvement and customer obsession across all touchpoints.

Required Skills

• Strong leadership and people management abilities with a focus on coaching and development.
• Excellent analytical skills and proficiency in using data visualization tools.
• Deep understanding of telecommunications products, services, and customer journeys.
• Exceptional communication and interpersonal skills for stakeholder engagement.
• Proficiency in CRM platforms (e.g., Salesforce, Zoho) and omnichannel support systems.
• Ability to manage multiple projects simultaneously and meet tight deadlines.

Education

A bachelor’s degree in Business Administration, Marketing, Communications, or a related discipline is required. A master’s degree or relevant professional certifications (e.g., Certified Customer Experience Professional) are considered an advantage.

Experience

Minimum of five years of progressive experience in customer experience, service delivery, or related roles within the telecommunications or technology sector. Proven track record of leading high‑performing teams and delivering measurable improvements in customer satisfaction.

Salary

The successful candidate will receive a competitive salary ranging from SSP 120,000 to SSP 180,000 per annum, commensurate with experience and qualifications. Performance‑based bonuses and incentives are also part of the compensation package.

Benefits

• Comprehensive health insurance covering medical, dental, and vision.
• Retirement savings plan with company matching contributions.
• Generous paid time off and annual leave.
• Employee discount on AirtelTigo services and devices.
• Opportunities for international assignments and cross‑functional projects.

Training

• Onboarding program covering company culture, systems, and compliance.
• Leadership development workshops and mentorship initiatives.
• Continuous learning allowances for certifications and industry conferences.
• Access to an internal e‑learning platform with a wide range of courses.

Working Environment

AirtelTigo Ghana offers a dynamic, inclusive, and collaborative workplace where innovation is encouraged. The office in Kumasi features modern workspaces, meeting rooms equipped with the latest technology, and a comfortable break area. Employees benefit from flexible working arrangements, including remote work options where applicable, fostering a healthy work‑life balance.

Application Process

Interested candidates should submit their updated CV and a cover letter outlining their relevant experience through the online application portal on the company’s careers page. Applications will be reviewed on a rolling basis, and shortlisted candidates will be contacted for a virtual interview followed by an on‑site assessment.

Equal Opportunity Statement

AirtelTigo Ghana is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of gender, race, religion, age, disability, or sexual orientation. Our recruitment practices are designed to ensure fairness and transparency, providing equal access to career opportunities for all Ghana Jobs seekers.