Customer Experience Manager Job Vacancy in Yei, South Sudan – Telecommunications

Job Description

Position: Customer Experience Manager

Company: Vodafone Group

Location: Yei, South Sudan

Experience: 5+ years in customer experience or service management, preferably in telecom

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

Employment Type: Full-time

Industry: Telecommunications

Department: Customer Service

Salary: SSP 15,000,000 – SSP 25,000,000 per month

Vacancies:1

Company Overview

Vodafone Group is a global leader in mobile communications, operating in more than 30 countries and serving over 300 million customers worldwide. In South Sudan, Vodafone has established a robust network that connects urban and rural communities, fostering economic growth and social development. The company is committed to delivering innovative digital services, expanding network coverage, and supporting local talent through strategic partnerships and community initiatives. As part of its mission to empower people and businesses, Vodafone continuously invests in cutting‑edge technology, sustainability projects, and inclusive employment opportunities, making it a premier employer for South Sudan Jobs.

Job Overview

The Customer Experience Manager will lead Vodafone’s efforts to enhance the overall satisfaction of its subscribers in the Yei region. Reporting to the Head of Customer Service, this role will design and implement strategies that improve service quality, reduce churn, and increase Net Promoter Score (NPS). The manager will collaborate with cross‑functional teams, including Marketing, Network Operations, and Digital Services, to ensure a seamless and delightful experience for every customer. For more information about Vodafone’s vision and values, visit our career portal.

Key Responsibilities

• Develop and execute a comprehensive customer experience roadmap aligned with Vodafone’s brand promise.
• Analyze customer feedback, call center metrics, and digital interaction data to identify pain points and opportunities for improvement.
• Lead a team of customer service supervisors and agents, providing coaching, performance reviews, and career development plans.
• Coordinate with Network Operations to prioritize network issues that directly affect customer satisfaction.
• Implement omnichannel support initiatives, including mobile app enhancements, social media engagement, and self‑service portals.
• Monitor and report on key performance indicators such as NPS, Customer Satisfaction Score (CSAT), and average handling time.
• Drive continuous improvement projects using Lean Six Sigma or similar methodologies.
• Partner with Marketing to design loyalty programs, promotional campaigns, and personalized communication strategies.
• Ensure compliance with local regulatory standards and Vodafone’s global customer service policies.
• Represent Vodafone at industry forums and community events to promote best practices in customer experience.

Required Skills

• Strong analytical abilities with proficiency in data visualization tools (e.g., Power BI, Tableau).
• Excellent communication and interpersonal skills, capable of influencing senior stakeholders.
• Proven leadership experience in managing high‑performing customer service teams.
• Deep understanding of telecom products, services, and market dynamics in South Sudan.
• Ability to design and implement omnichannel support strategies.
• Project management expertise, preferably with PMP or PRINCE2 certification.
• Customer‑centric mindset with a passion for delivering exceptional service.
• Fluency in English and Arabic; knowledge of local languages is an advantage.

Education

A bachelor’s degree in Business Administration, Marketing, Communications, or a related discipline is required. Candidates with a master’s degree or relevant professional certifications (e.g., Certified Customer Experience Professional) will be given preference.

Experience

Applicants must have a minimum of five years of progressive experience in customer experience management, preferably within the telecommunications sector. Experience leading cross‑functional projects and managing large teams in a fast‑paced environment is essential.

Salary

The compensation package ranges from SSP 15,000,000 to SSP 25,000,000 per month, commensurate with experience and qualifications. The package includes performance‑based bonuses, health insurance, and a retirement savings plan.

Benefits

• Comprehensive medical and dental coverage for employee and dependents.
• Annual performance bonus tied to customer satisfaction targets.
• Paid parental and annual leave in line with South Sudan labor law.
• Employee assistance program and wellness initiatives.
• Discounted mobile plans and device upgrades.

Training

• Onboarding program covering Vodafone’s global customer experience standards.
• Continuous learning opportunities through Vodafone’s internal academy and external certifications.
• Leadership development workshops and mentorship schemes.

Working Environment

The role is based in Vodafone’s modern Yei office, featuring open‑plan workspaces, collaborative meeting rooms, and state‑of‑the‑art communication tools. Employees enjoy a dynamic, inclusive culture that encourages innovation, teamwork, and community involvement. Flexible working arrangements are available to support 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 Vodafone Careers page. Applications will be reviewed on a rolling basis, and shortlisted candidates will be invited for a virtual interview followed by an on‑site assessment.

Equal Opportunity Statement

Vodafone Group is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of gender, ethnicity, disability, sexual orientation, or any other protected characteristic. All qualified applicants will receive consideration for employment without regard to any protected status.