Customer Experience Manager

Zuku

Position: Customer Experience Manager

Company Summary

Wananchi Media Malawi, trading as Zuku TV, is a pay-TV provider that offers a variety of entertainment and news channels with a goal of making them accessible at affordable prices. The company is part of the East African-based Wananchi Group, which aims to expand its digital television content and support local artists and the country’s digital infrastructure and economy.

Key Responsibilities;

  • Achieve budgeted financial goals for paying base and subscription revenue, growing the customer base to meet business targets.
  • Drive efficiency in retention KPIs including timely payment, NPD/Churn reversals, non-payer disconnects, churn, and ARPU performance.
  • Work with CE Director, Country Manager, local teams and Commercial to formulate and roll out effective retention strategies.
  • Research, analyze and monitor customer metrics and segments to uncover and capitalize on retention, win-back, up-selling and ARPU enhancement opportunities.
  • Provide root-cause analysis for customer lifecycle problems to identify causes of complaints, disconnections and churn, taking corrective steps to eliminate re-occurrence.
  • Define, plan and execute Customer Management KPIs and processes to guide team delivery on targets.
  • Recognize customer needs, market dynamics and competitor activities to develop proactive mechanisms that meet needs, maximize opportunities and overcome challenges.
  • Develop and lead the creation of different Customer Experience feedback tools for continuous improvement.
  • Manage customer queries and complaints by taking ownership and resolving in a timely manner, ensuring customers are advised of the most appropriate delivery channels.
  • Provide client services support and query resolution within defined SLAs in a timely and lasting manner.
  • Conduct daily monitoring of customer complaints register to ensure constant updates and timely resolution while compiling feedback on recurrent issues for management reporting.
  • Manage CE functions and Contact Centers effectively to provide seamless, one-stop-shop support to all clients as key drivers of customer experience with the brand.
  • Manage customer lifecycle at all stages including onboarding, usage, billing, payment, value growth, retention, and loyalty.
  • Enforce customer retention centricity in all Customer Experience functions, team members and processes.
  • Work with internal and external partners, field teams and business partners to extend customer management reach and provide localized solutions and support to customers.
  • Achieve operational excellence in all procedures and processes to ensure satisfactory audit ratings and compliance with organization policies and relevant regulations.
  • Implement continuous process improvement in service delivery processes, performance and products.
  • Pursue team and personal development to increase effectiveness and efficiency, sharing knowledge, experience and best practices with team members.
  • Assist in management and implementation of new products via advertising to existing customers and partners using available communication channels.
  • Contribute to product development and improvement through continuous feedback analysis collected from clients.
  • Conduct Voice of Customer (VOC) analysis, reporting and feedback to drive business improvements.

Qualifications & Vital Qualities;

  • Bachelor’s Degree in business administration, marketing or any related field
  • Results- oriented, self-drive and organized towards attainment of business objectives.
  • Ability to project a positive image for him/ herself and the company.
  • Good team player with a commitment to value based leadership.
  • Credibility and flexibility to deal with people at a variety of levels.
  • Highly adaptable and versatile. Ability to handle a high stress environment positively
  • Ability to handle ambiguity and work unsupervised in an unstructured environment.
  • Ability to motivate staff through leadership.
  • Ability to create good and strong work ties cross departmentally
  • Committed to quality, customer service, equal opportunities and diversity, best practice and best value
  • At least three years’ experience in a similar role

Mode of Application

Those interested and are meeting the above requirements should send their application letters, copies of certificates, including a detailed CV with at least three traceable referees, to: vacancy@simbanet.co.mw

Closing Date: 24th October 2025