Purpose of the Position
To develop, govern and continuously enhance a Group-wide customer experience framework that drives service excellence, customer loyalty and business growth across the OL Group. The role will provide strategic oversight of customer experience performance, establish consistent standards and practices, promote a customer-centric culture, and translate customer insights into actionable business recommendations.
Job Summary
- Employer: O&L CENTRE (PTY) LTD
- Job Type: Full-time
- Location: Windhoek, Namibia
- Category: Customer Service
- Closing Date: 2026-10-13
Key Responsibilities
- Develop and maintain the OL Group Customer Experience Strategy, goals and improvement priorities.
- Establish and govern Group-wide customer experience standards, policies, frameworks and service principles.
- Develop and manage the Voice of the Customer framework and customer feedback mechanisms.
- Monitor and analyse customer satisfaction, loyalty, retention, effort and advocacy measures.
- Develop customer experience KPIs, scorecards, dashboards and executive reports, translating data into actionable insights.
- Lead customer journey mapping, reviews and redesign initiatives to improve end-to-end customer experiences.
- Identify customer pain points, service gaps, emerging trends and opportunities for innovation.
- Develop and oversee the Group Complaint and Incident Management Framework, including service recovery standards.
- Conduct customer experience audits, reviews and maturity assessments and monitor compliance with approved standards.
- Identify root causes of customer dissatisfaction and drive corrective and preventative actions.
- Promote a customer-centric culture through awareness, workshops, coaching and capability-building initiatives.
- Partner with business units to embed customer experience objectives into strategic and operational plans.
- Provide customer experience expertise in digital transformation, organisational change and strategic initiatives.
- Represent the customer perspective in strategic projects, governance forums and business decision-making.
- Monitor industry trends and best practices and recommend opportunities to enhance customer experience and business outcomes.
Requirements
- Bachelor Honours Degree / NQF Level 8 qualification in Customer Experience Management, Business Administration, Marketing, Operations Management, Industrial Psychology, Quality Management, Commerce or a related field.
- 8-10 years’ relevant experience in Customer Experience, Quality Management, Service Excellence, Business Transformation, Compliance or Operational Excellence.
- At least 5 years’ experience in a strategic, specialist or management role involving customer experience frameworks, policies, standards and governance.
- Proven experience in customer journey mapping and optimisation, Voice of the Customer, customer satisfaction and loyalty measurement, service excellence and quality assurance.
- Demonstrated experience in stakeholder engagement, data analysis, reporting, dashboard development, change management and customer-centric culture transformation.
- Advantageous: Master’s degree/MBA and relevant certifications in Customer Experience, Lean Six Sigma, Change Management, Quality Management or Project Management.
How to Apply
To apply, please visit: careers.ol.na
Frequently Asked Questions
What qualifications or education do I need to become a Customer Experience Excellence Manager in Namibia?
Most employers require a bachelor's degree in Business Administration, Marketing, or a related field, plus 5+ years of customer service or client relations experience. Professional certifications like Certified Customer Experience Professional (CCXP) or local Namibian Institute of Management courses strengthen your application. Strong proficiency in English and Afrikaans is often preferred given Namibia's bilingual business environment.
What are the typical day-to-day responsibilities of this role?
You will design and monitor customer satisfaction metrics, train frontline staff on service standards, and resolve escalated complaints across multiple channels. Expect to analyze feedback data, collaborate with sales and operations teams, and report to senior leadership on customer loyalty trends. Regular interaction with diverse Namibian customers requires cultural sensitivity and adaptability.
How does workplace culture in Namibia affect this customer service role?
Namibian workplaces value respectful hierarchy, punctuality, and relationship-building before business transactions. You will likely engage with customers from various cultural backgrounds including Oshiwambo, Damara/Nama, and Afrikaans-speaking communities. Employers appreciate managers who demonstrate patience, community awareness, and commitment to long-term customer relationships over aggressive sales tactics.
What career progression opportunities exist for Customer Experience Managers in Namibia?
With proven results, you can advance to Head of Customer Experience, Operations Director, or General Manager positions within retail, banking, or hospitality sectors. Some professionals transition into consulting or establish their own customer experience training firms serving Namibian businesses. International companies with regional offices in Windhoek may offer exposure to broader African market responsibilities.
What benefits are typically included in full-time customer service management roles in Namibia?
Standard packages usually include annual leave of 18-24 days, contributions to a pension or provident fund, and medical aid membership or subsidies. Larger employers may offer performance bonuses, cell phone allowances, and professional development funding. Always confirm specific benefits during your interview as practices vary significantly between established corporations and smaller enterprises.
How should I apply for this role and what do Namibian employers prioritize in candidates?
Submit a tailored CV highlighting measurable customer satisfaction improvements and leadership experience through company career portals, email, or Namibian job boards like My Namibia and Careers Namibia. Employers prioritize candidates with local market knowledge, references from recognizable Namibian companies, and demonstrated ability to retain customers in competitive sectors. Prepare for competency-based interviews focusing on conflict resolution and team management scenarios.
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