Customer Experience Manager Job Vacancy in Kwekwe, Zimbabwe – Retail

Job Description

Position: Customer Experience Manager

Company: Shoprite Holdings Ltd

Location: Kwekwe, Zimbabwe

Experience: 5+ years in customer service or retail management

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

Employment Type: Full-time

Industry: Retail

Department: Customer Experience

Salary: SSP 250,000 – 350,000 per month

Vacancies:1

Company Overview

Shoprite Holdings Ltd is a leading retail giant operating across Southern Africa, renowned for delivering quality products at affordable prices. With a strong presence in Zimbabwe, Shoprite has built a reputation for community engagement, sustainable sourcing, and innovative shopping experiences. The Kwekwe store serves a diverse customer base, ranging from urban shoppers to surrounding rural communities, and plays a pivotal role in the region’s economic development. As part of its commitment to excellence, Shoprite continuously invests in talent, technology, and training to ensure that both employees and customers thrive. This commitment makes Shoprite an attractive employer for professionals seeking dynamic career opportunities in Zimbabwe Jobs and a supportive environment for growth.

Job Overview

The Customer Experience Manager will lead the strategy and execution of initiatives that enhance shopper satisfaction, loyalty, and overall store performance. Reporting directly to the Store Manager, you will collaborate with cross‑functional teams including merchandising, operations, marketing, and human resources to design and implement customer‑centric programs. Your role will be instrumental in driving the store’s competitive advantage in a fast‑moving retail landscape. For more information about our hiring process and to explore other Career Opportunities in Zimbabwe, visit Zimbabwe Job Search.

Key Responsibilities

• Develop and implement a comprehensive customer experience strategy aligned with corporate goals.
• Analyze shopper feedback, sales data, and market trends to identify improvement opportunities.
• Lead the design and rollout of in‑store initiatives such as loyalty programs, service training, and visual merchandising enhancements.
• Collaborate with the marketing team to create targeted campaigns that boost foot traffic and conversion rates.
• Monitor key performance indicators (KPIs) including Net Promoter Score (NPS), average transaction value, and repeat purchase rates.
• Coach and mentor front‑line staff on delivering exceptional service standards.
• Coordinate with the supply chain team to ensure product availability meets customer expectations.
• Prepare regular reports for senior management highlighting successes, challenges, and actionable insights.

Required Skills

• Strong analytical abilities with proficiency in data interpretation and reporting tools.
• Excellent communication and interpersonal skills to influence and motivate teams.
• Customer‑focused mindset with a passion for creating memorable shopping experiences.
• Project management expertise, capable of handling multiple initiatives simultaneously.
• Proficiency in retail management software and Microsoft Office Suite.
• Leadership qualities that inspire trust and drive performance.

Education

A Bachelor’s degree in Business Administration, Marketing, Retail Management, or a related discipline is required. Relevant certifications in customer experience or project management are advantageous.

Experience

Minimum of five years’ experience in a retail environment, with at least two years in a supervisory or managerial role focused on customer service excellence. Proven track record of improving customer satisfaction metrics and driving sales growth is essential.

Salary

The compensation package ranges from SSP 250,000 to SSP 350,000 per month, commensurate with experience and qualifications. Performance‑based bonuses and incentives are also part of the total rewards structure.

Benefits

• Comprehensive health insurance covering medical, dental, and vision.
• Retirement savings plan with employer contributions.
• Employee discount across all Shoprite stores in Zimbabwe.
• Paid annual leave and statutory holidays.
• Transportation allowance for commuting to the Kwekwe store.

Training

• Onboarding program that introduces company culture, policies, and systems.
• Continuous professional development workshops on customer service excellence, leadership, and retail analytics.
• Access to online learning platforms for skill enhancement.
• Mentorship opportunities with senior leaders across the organization.

Working Environment

Shoprite offers a vibrant, inclusive, and collaborative workplace where diversity is celebrated. The Kwekwe store operates in a modern retail space equipped with the latest technology to support efficient operations and a pleasant shopping atmosphere. Employees enjoy a supportive team culture that encourages innovation, accountability, and work‑life balance.

Application Process

Interested candidates should submit their updated CV through the online portal on our website. After submission, the recruitment team will review applications and contact shortlisted candidates for a virtual interview. Successful applicants will be invited for an on‑site assessment at the Kwekwe store. Please ensure all required documents are uploaded to avoid delays.

Equal Opportunity Statement

Shoprite Holdings Ltd is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of race, gender, age, disability, religion, or sexual orientation. All qualified applicants will receive consideration for employment without discrimination.