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 are typically required for a Customer Experience Excellence Manager role in Namibia?
Most employers require a bachelor's degree in Business Administration, Marketing, or a related field. Professional certifications in customer service management or CX design from institutions like NIMT or international bodies are highly valued. Prior experience in supervisory customer service roles is often essential.
What are the typical day-to-day responsibilities of this role?
You will oversee customer service teams, analyze feedback data, and implement strategies to improve satisfaction scores. Regular duties include training staff, resolving escalated complaints, and reporting on KPIs to senior management. You may also liaise with other departments to ensure consistent service delivery.
How does workplace culture in Namibia affect this management position?
Namibian workplaces value respectful hierarchy and relationship-building, so expect formal communication with senior leaders alongside collaborative team engagement. Punctuality and professionalism are important, though flexibility exists in some sectors. Understanding local languages and cultural nuances strengthens customer and team relationships.
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 roles. Some professionals transition into consulting or establish their own CX training firms. Specializing in digital transformation or CRM systems can accelerate advancement in larger corporations.
What benefits are typically offered for this level of position in Namibia?
Standard packages usually include annual leave as per Namibian Labour Act, medical aid contributions, and pension or provident fund arrangements. Larger employers may offer performance bonuses, cell phone allowances, or fuel subsidies. Benefits vary significantly between multinational companies and local SMEs.
What do Namibian employers look for when hiring for this role, and how should I apply?
Employers prioritize demonstrated leadership experience, data-driven decision making, and familiarity with local market conditions. Tailor your CV to highlight measurable improvements in customer satisfaction you have achieved. Apply through company websites, recruitment agencies like People’s Perfect, or professional networks such as the Namibia Business and Professional Women’s Association.
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