Customer Experience Strategy Manager Job Vacancy in Yola, Nigeria – Telecommunications

Customer
Yola
August 20, 2026
Full Time
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Job Description

Position: Customer Experience Strategy Manager

Company: Globacom Plc

Location: Yola, Nigeria

Experience: 5-7 years of relevant experience

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

Employment Type: Full-time

Industry: Telecommunications

Department: Customer Experience

Salary: NGN 3,000,000 – NGN 5,000,000 per annum

Vacancies:1

Company Overview

Globacom Plc, a leading integrated telecommunications provider in Nigeria, delivers mobile, broadband, and enterprise solutions to millions of customers across the country. With a strong commitment to innovation, the company has pioneered 4G LTE services, introduced affordable data bundles, and invested heavily in network expansion to underserved regions, including the North-East. As a dynamic organization focused on digital transformation, Globacom offers a vibrant work environment where talent thrives, and career growth is accelerated. The firm’s mission to connect every Nigerian aligns with national development goals, making it a top destination for professionals seeking impactful roles in the telecom sector. This position contributes directly to Globacom’s strategic objective of enhancing customer satisfaction and loyalty, reinforcing its reputation as a market leader in Nigeria Jobs and broader Jobs in Nigeria markets.

Job Overview

The Customer Experience Strategy Manager will lead the design, implementation, and continuous improvement of customer experience initiatives across all service channels. Reporting to the Head of Customer Experience, the role involves analyzing customer journey data, identifying pain points, and crafting strategic solutions that drive retention, increase Net Promoter Score (NPS), and support revenue growth. The manager will collaborate with cross‑functional teams—including Marketing, Product Development, Operations, and IT—to ensure a seamless, omnichannel experience for both existing and prospective subscribers. This role is pivotal for the company’s Hiring in Nigeria agenda, as it directly influences the quality of service delivery and brand perception.

Key Responsibilities

  • Develop and execute a comprehensive customer experience strategy aligned with corporate goals.
  • Conduct deep‑dive analyses of customer feedback, usage patterns, and market trends to uncover improvement opportunities.
  • Lead cross‑functional workshops to redesign journey maps and implement service enhancements.
  • Define and monitor key performance indicators (KPIs) such as NPS, Customer Effort Score (CES), and churn rate.
  • Partner with the Marketing team to create targeted communication campaigns that reinforce brand promises.
  • Oversee the rollout of digital self‑service tools, chatbots, and AI‑driven support platforms.
  • Prepare regular reports for senior leadership, highlighting impact, ROI, and future recommendations.
  • Mentor junior analysts and coordinate with external consultants when needed.

Required Skills

  • Strong analytical mindset with proficiency in data visualization tools (e.g., Power BI, Tableau).
  • Excellent communication and stakeholder management abilities.
  • Strategic thinking combined with hands‑on execution skills.
  • Experience in designing omnichannel customer journeys.
  • Knowledge of telecom products, pricing models, and regulatory environment.
  • Project management certification (PMP, PRINCE2) is an advantage.

Education

A minimum of a Bachelor’s degree in Business Administration, Marketing, Economics, or a related discipline is required. Candidates with a Master’s degree or relevant professional certifications will be given preference, reflecting Globacom’s commitment to hiring highly qualified talent for Career Opportunities in Nigeria.

Experience

Applicants must have 5‑7 years of progressive experience in customer experience management, preferably within the telecommunications or related technology sector. Demonstrated success in leading large‑scale transformation projects and improving customer satisfaction metrics is essential.

Salary

The compensation package ranges from NGN 3,000,000 to NGN 5,000,000 annually, commensurate with experience and qualifications. The package includes performance‑based bonuses, health insurance, and retirement benefits.

Benefits

  • Competitive health and life insurance coverage.
  • Annual performance bonus linked to KPI achievement.
  • Professional development allowance.
  • Flexible working arrangements and remote work options.
  • Employee stock purchase plan.

Training

  • Onboarding program covering Globacom’s culture, systems, and customer experience frameworks.
  • Access to industry‑leading certifications (e.g., CXPA, Six Sigma).
  • Regular workshops on data analytics, digital transformation, and leadership.

Working Environment

Globacom offers a collaborative, fast‑paced environment where innovation is encouraged. Employees work in modern offices equipped with the latest technology, and the company promotes a healthy work‑life balance through flexible schedules and wellness initiatives. The Yola office serves as a strategic hub for expanding network coverage in the North‑East, providing unique exposure to regional market dynamics.

Application Process

Interested candidates should submit their updated CV and a cover letter outlining their relevant experience through the online portal on the Globacom 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

Globacom Plc is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of gender, ethnicity, religion, disability, or sexual orientation. Our hiring practices support the principles of Employment in Nigeria and strive to provide fair and transparent opportunities for all applicants.

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