Customer Experience Manager

Company Name: Laiki Technology Limited (Afritrack)

Department: Customer Experience Department

Reports to: Managing Director

Duty Station: Dar es Salaam

Background Information

Afritrack (afritrack.com) is a leading regional Internet of Things (IoT) service provider headquartered in Mauritius. LAIKI Technology Ltd is the Tanzanian subsidiary. Our purpose and our value proposition is to provide actionable intelligence to our customers by leveraging cutting edge IoT technology on the one hand and Data Analytics on the other. Our services help customers improve their operational efficiencies and reduce costs. Having recently secured seed funding, the company is at an exciting high growth stage of its evolution with plans to expand throughout Africa over the next 5 years.

Customer centricity and delivering value are two of our core values in that everything we do, we do so that our customers get the best experience and intelligence possible. Good people are our rocket propellant. To fuel our growth we seek energetic and ambitious people who love to learn, grow and build.

Overall Responsibility

The Customer Experience Manager (CXM) owns the end-to-end customer journey at Afritrack, leading the Customer Experience Department to deliver a consistent, high-value experience from onboarding through long-term partnership and cultivate those relationships to grow our revenue base. The CXM directs and unifies the work of the Head of Customer Support, Head of Client Relations, and Head of Customer Success, ensuring that support, relationship management, and value creation function as one coherent experience rather than three disconnected efforts. The role is accountable for customer satisfaction, retention, lifetime value, and growing revenue base though upselling and offering Value Added Services. This is done while always building the systems, standards, and culture that make Afritrack's customer experience a genuine competitive advantage.

Detailed Responsibilities

1. Departmental Strategy & Leadership

• Set the overall strategy, vision, and standards for the Customer Experience Department, aligning the work of Customer Support, Client Relations, and Customer Success around a single, coherent customer journey.

• Own the departmental P&L-relevant metrics (retention, NPS, CSAT, customer lifetime value) and translate company strategy into departmental goals and KPIs.

• Identify gaps, overlaps, and hand-off failures between Support, Relations, and Success, and design processes that close them.

• Represent the customer's voice at management level, advising the GM/MD on decisions that affect customer experience, retention, or satisfaction.

• Stay current on customer experience best practices and bring innovative approaches into Afritrack's processes and tools.

2. Customer Journey & Experience Ownership

• Own the end-to-end customer journey map, from onboarding through renewal, ensuring each stage is clearly defined, resourced, and measured.

• Be able to lend deep technical and data analytics knowhow and leadership in addressing customers issues and general value realization. In this regard, you must be supremely competent in all our online systems, data analytics and customer value realization.

• Ensure customers experience Afritrack as a single, joined-up partner — regardless of whether they are interacting with Support, Relations, or Success.

• Set and enforce standards for how customer data, requests, and feedback are captured, updated, and actioned across TrackMIS and related systems.

• Champion a proactive, value-driven approach to customer engagement across the department, rather than a purely reactive, ticket-based one.

3. Growing and Assurance of Revenue

• Use the customer base as an opportunity to constantly explore opportunities for upsales and selling Value Added Services.

• Managing customers acceptance of extraordinary support charges that are reasonable and outside of contractual obligations.

• Ensure Customers Master Agreements (CMAs) are proactively renewed and signed (for those with no contracts)

• Ensure customer contacts are always updated and maintained well so that customers receive automated alerts and notification and that they are always reachable for any outreach efforts.

4. Performance Monitoring & Reporting

• Define and track the Department's key metrics — including retention rate, NPS, CSAT, SLA adherence, and customer lifetime value — across all three functions.

• Consolidate reporting from Customer Support, Client Relations, and Customer Success into a single, coherent departmental view for management.

  nafasi za kazi

• Conduct regular performance reviews of each function and each Head, identifying trends, risks, and opportunities for improvement.

• Use data and customer feedback to prioritise departmental initiatives and resource allocation.

5. Cross-Functional Collaboration

• Partner with Sales, Technical Operations, Billing, and Product/Innovation teams to ensure customer needs are consistently understood and addressed.

• Feed market and customer intelligence gathered by the CX team into product development and commercial strategy discussions.

• Support the Sales team on renewals and account expansion by ensuring a strong, well-documented customer relationship history.

6. Systems, Process & Knowledge Management

• Ensure the department's Operations and Procedures Manuals, SOPs, and SLAs are documented, current, and consistently followed across Support, Relations, and Success.

• Champion the effective use of TrackMIS and related platforms, ensuring customer data and activity are captured accurately and consistently department-wide.

• Sponsor training and certification frameworks that raise the overall competence and consistency of customer-facing teams.

7. General

• Be fully involved and committed to the Strategy Management Matrix (SMM) framework for strategy execution and adhere to the agreed targets vigorously.

• Prepare and share Weekly Flash Reports, Monthly Management Report and any other report deemed necessary from time to time.

• Discuss and engage with the management of strategic ways forward for the company.

• Any other tasks that are delegated by the MD.

Success Metrics

1. Overall client retention rate and churn

2. Net Promoter Score (NPS) and Customer Satisfaction (CSAT)

3. Customer lifetime value

4. Revenue generated

5. SLA adherence across Support, Relations, and Success

6. Performance and development outcomes of the three departmental Heads and their teams

Qualifications

1. Minimum of a bachelor's degree or equivalent; a postgraduate qualification is an advantage.

2. At least 5 years of relevant experience in customer experience, customer success, or customer relationship management, including at least 2 years in a leadership role managing other managers or heads.

3. Proven track record of managing customer retention, satisfaction, or lifetime value metrics.

The Candidate

1. Purpose-Driven: Has "customer value creation" in their DNA — a genuine sense of purpose in dramatically improving customer satisfaction and loyalty.

2. IT and Data Analytics savvy: Is extremely competent and comfortable using IT systems, applications and systems. Likewise, they must be able to effectively analyse data to draw out knowledge and actionable insights for the customers as well as for internal purposes.

3. Owner: Takes full responsibility for outcomes, works with minimal supervision, and proactively drives issues to resolution, with strong personal integrity and confidentiality.

4. Leader of Leaders: Commands authority and earns respect through mature, compassionate leadership — able to unify the Heads of Support, Relations, and Success around a shared vision.

5. Communicator: Communicates clearly and persuasively, verbally and in writing, with customers, peers, and senior management alike.

6. People Manager: Leads with empathy — reads team dynamics, seeks regular feedback, and creates opportunities for growth and engagement across the department.

7. Strategic & Systematic: Balances firefighting with big-picture thinking; digs past symptoms to root causes, and builds structured, repeatable systems and KPIs to drive sustainable improvement. Must be a systems based problem solver.

8. Driven & Detail-Oriented: Energetic, resilient, and resourceful, with strong analytical rigor and attention to detail in all work produced.

9. Sales Man/Woman & Optimist: Has a can-do attitude, can sell though power of convincing, has an appetite to meet sales targets, sees opportunities where others see obstacles, and is stubbornly persistent in pursuit of solutions.

Application Process

If you feel you fit this role and are interested in applying, then please drop us an email to work@afritrack.com with the subject “Customer Experience Manager”. In the body of the email, state as clearly as possible why you feel you fit the role and attach your updated CV or Resume.