Customer Experience Manager Job Vacancy in Harare, Zimbabwe – Retail

Job Description

Position: Customer Experience Manager

Company: Pick n Pay Zimbabwe

Location: Harare, Zimbabwe

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: Retail

Department: Customer Experience

Salary: SSP 600,000 – 900,000 per month

Vacancies:1

Company Overview

Pick n Pay Zimbabwe is a leading retail chain that has been serving the Zimbabwean market for over two decades. With a strong commitment to quality, affordability, and community engagement, the company operates a network of supermarkets, hypermarkets, and convenience stores across major cities. As part of an internationally recognized brand, Pick n Pay Zimbabwe offers a dynamic work environment where innovation and customer focus drive growth. The organization prides itself on creating career pathways that empower employees, contributing to the broader goal of enhancing Zimbabwe Jobs and supporting the local economy.

Job Overview

The Customer Experience Manager will spearhead initiatives to elevate the shopping journey for millions of Zimbabwean consumers. This role involves designing and implementing strategies that improve service standards, increase customer satisfaction scores, and foster loyalty across all retail touchpoints. Working closely with store managers, marketing teams, and digital platforms, the manager will translate customer insights into actionable plans. For more information, visit our careers page. This position represents a unique Career Opportunities in Zimbabwe for professionals passionate about retail excellence.

Key Responsibilities

• Develop and execute a comprehensive customer experience strategy aligned with corporate objectives.
• Analyze customer feedback, Net Promoter Scores, and shopping behavior to identify improvement areas.
• Collaborate with store operations to implement service standards, mystery shopping programs, and staff training.
• Lead cross‑functional projects that integrate digital tools, loyalty programs, and in‑store experiences.
• Monitor key performance indicators, prepare regular reports, and present insights to senior leadership.
• Drive initiatives that increase customer retention, average basket size, and overall brand perception.

Required Skills

• Strong analytical abilities with proficiency in data‑driven decision making.
• Excellent communication and stakeholder management skills.
• Proven leadership experience in a retail or service‑focused environment.
• Ability to translate customer insights into strategic actions.
• Familiarity with CRM systems, loyalty platforms, and omnichannel retail concepts.
• Creative problem‑solving mindset and a passion for continuous improvement.

Education

A Bachelor’s degree in Business Administration, Marketing, Retail Management, or a related discipline is required. Advanced certifications in Customer Experience Management or related fields are advantageous.

Experience

The ideal candidate will have at least five years of progressive experience in customer experience, service excellence, or retail operations, with a track record of leading successful improvement projects.

Salary

The role offers a competitive salary range of SSP 600,000 to 900,000 per month, commensurate with experience and qualifications. Performance‑based incentives and bonuses are also part of the compensation package.

Benefits

• Health and medical insurance coverage.
• Retirement savings plan.
• Employee discount across all Pick n Pay stores.
• Paid annual leave and public holidays.
• Professional development allowance.

Training

• Comprehensive onboarding program covering company culture and retail operations.
• Ongoing workshops on customer analytics, digital tools, and leadership.
• Access to e‑learning platforms for continuous skill enhancement.

Working Environment

Employees enjoy a collaborative, fast‑paced environment that values innovation and customer focus. The workplace promotes diversity, inclusion, and a strong sense of community, reflecting the broader goals of Employment in Zimbabwe and Hiring in Zimbabwe.

Application Process

Interested candidates should submit their updated CV through the online portal on our website. Applications will be reviewed on a rolling basis, and shortlisted candidates will be contacted for interviews. Ensure your application highlights relevant experience and achievements related to customer experience.

Equal Opportunity Statement

Pick n Pay Zimbabwe is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of gender, race, religion, or background. All qualified applicants will receive consideration for employment without discrimination.