Customer Experience Manager Job Vacancy in Dongola, Sudan – Telecommunications

Job Description

Position: Customer Experience Manager

Company: Zain Sudan

Location: Dongola, Sudan

Experience: 5-7 years in customer experience, service design, or related fields

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

Employment Type: Full-time

Industry: Telecommunications

Department: Customer Experience

Vacancies:1

Company Overview

Zain Sudan, a leading mobile network operator, is part of the Zain Group, a global telecom powerhouse serving millions across the Middle East and Africa. With a strong commitment to innovation, digital transformation, and customer centricity, Zain Sudan delivers cutting‑edge voice, data, and value‑added services to both urban and rural communities. The company’s mission is to empower Sudanese citizens and businesses through reliable connectivity, fostering economic growth and social inclusion. As part of its expansion strategy, Zain Sudan continuously invests in network upgrades, digital platforms, and talent development, creating a vibrant workplace where ambition meets opportunity. This role offers a unique chance to shape the future of customer experience in a dynamic market, contributing directly to Zain’s vision of becoming the most trusted telecom brand in Sudan.

Job Overview

The Customer Experience Manager will lead the design, implementation, and continuous improvement of end‑to‑end customer journeys across all Zain Sudan touchpoints, including retail stores, call centers, digital channels, and field services. Reporting to the Head of Customer Operations, you will collaborate with cross‑functional teams—marketing, product, IT, and finance—to ensure a seamless, personalized, and delightful experience for every subscriber. The role involves analyzing customer feedback, leveraging data analytics, and deploying innovative solutions that drive satisfaction, loyalty, and revenue growth. By championing a customer‑first culture, you will help Zain Sudan maintain its competitive edge in the fast‑evolving telecommunications landscape.

For more information about Zain Sudan’s digital initiatives, visit the main website: https://sudanjobsearch.com.

Explore regional career resources at: https://www.egyptjobsearch.com/.

Key Responsibilities

• Develop and execute a comprehensive Customer Experience (CX) strategy aligned with Zain Sudan’s business objectives.
• Map and continuously refine customer journeys across all channels, identifying pain points and opportunities for improvement.
• Lead cross‑functional CX projects, ensuring timely delivery, budget adherence, and measurable outcomes.
• Analyze NPS, CSAT, CES, and other key performance indicators to monitor satisfaction trends.
• Implement voice of the customer (VoC) programs, including surveys, focus groups, and social listening.
• Collaborate with product and marketing teams to design customer‑centric service offerings and promotions.
• Drive the adoption of CX tools such as journey mapping software, CRM enhancements, and AI‑powered chatbots.
• Mentor and coach CX staff, fostering a culture of empathy, accountability, and continuous learning.
• Prepare regular reports and presentations for senior leadership, highlighting insights and recommendations.
• Ensure compliance with regulatory standards and data privacy requirements in all CX initiatives.

Required Skills

• Strong analytical mindset with proficiency in data visualization tools (e.g., Power BI, Tableau).
• Excellent communication and stakeholder management abilities.
• Proven experience in designing and optimizing omnichannel customer journeys.
• Leadership skills with a track record of managing multidisciplinary teams.
• Knowledge of telecom products, services, and market dynamics.
• Ability to translate customer insights into actionable business strategies.
• Familiarity with CRM platforms (e.g., Salesforce, Zoho) and CX software.
• Creative problem‑solving and innovation orientation.

Education

A bachelor’s degree in Business Administration, Marketing, Communications, or a related discipline is required. A master’s degree or relevant certifications (e.g., CXPA, PMP) are considered an advantage.

Experience

Applicants must have 5‑7 years of progressive experience in customer experience management, service design, or a similar role within the telecommunications or related service industry. Demonstrated success in leading large‑scale CX transformation projects is essential.

Benefits

• Competitive salary package with performance‑based bonuses.
• Comprehensive health insurance for employee and dependents.
• Retirement savings plan and annual leave accrual.
• Professional development allowance and tuition reimbursement.
• Employee discount on Zain services and devices.
• Flexible working arrangements and remote work options.

Training

• Onboarding program covering Zain’s brand, systems, and CX methodology.
• Continuous learning modules on data analytics, digital CX tools, and leadership.
• Access to industry conferences, webinars, and certification courses.

Working Environment

Zain Sudan offers a modern, collaborative workplace in Dongola, equipped with state‑of‑the‑art technology and comfortable meeting spaces. The culture emphasizes innovation, inclusivity, and employee empowerment, encouraging staff to share ideas and drive change. Employees benefit from a supportive leadership team, transparent communication, and a strong focus on work‑life balance.

Application Process

Interested candidates should submit their updated CV and a cover letter outlining their relevant experience through the Zain Sudan careers portal. Applications will be reviewed on a rolling basis, and shortlisted candidates will be invited for a virtual interview followed by an on‑site assessment at the Dongola office.

Equal Opportunity Statement

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