Are you passionate about creating exceptional customer experiences and transforming customer insights into business growth? As part of the Branding, Marketing & Communications team, you will champion a customer-first culture, leverage analytics to generate business insights, and ensure consistent, seamless experiences across all customer touchpoints.
Job Summary
- Employer: National Development Bank
- Job Type: Full-time
- Location: Gaborone, Botswana
- Category: Marketing
- Closing Date: 2026-09-25
Key Responsibilities
- Develop and implement the enterprise-wide Customer Experience framework.
- Map and optimise customer journeys across retail, commercial, digital and service channels.
- Lead the Voice of the Customer programme, including feedback, surveys and NPS tracking.
- Turn customer insights and analytics into actionable improvements that drive satisfaction, loyalty and retention.
- Develop customer segmentation, retention, loyalty and customer value strategies.
- Partner with Operations, Branch Networks and Digital Marketing to improve service delivery and targeted engagement.
- Drive consistent, seamless omnichannel experiences and service excellence.
- Champion accessible, inclusive and responsible customer engagement, aligned with ESG principles.
- Develop dashboards and reports to track customer satisfaction, loyalty, retention and value.
- Champion a customer-centric culture through CX workshops, training and stakeholder engagement.
Requirements
- Bachelor’s Degree in Business Administration, Marketing, Customer Experience, Data Analytics, Statistics, or a related discipline.
- Professional certifications in Customer Experience, Customer Value Management, Data Analytics, SQL, Power BI, Tableau, or related fields will be an added advantage.
- Minimum 7 years’ experience in Customer Experience, Customer Value Management, Service Management, Marketing Analytics, or related disciplines.
- Experience within the financial services, banking, insurance, or customer-focused service industries is highly desirable.
- Strong experience using data and customer insights to drive business performance.
How to Apply
To apply, please visit: forms.cloud.microsoft.com
About the Company
The National Development Bank (NDB) is a parastatal financial institution in Botswana, wholly owned by the Government of Botswana. Established by an Act of Parliament in 1963, NDB's core mandate is to promote economic development and diversification within the country. It provides a comprehensive range of financial products and services, including agricultural finance for crops and livestock, commercial loans, property finance, and dedicated schemes for Small and Medium Enterprises (SMEs) and young farmers. NDB plays a crucial role in supporting key economic sectors and fostering sustainable growth across Botswana, empowering individuals and businesses to contribute to the nation's prosperity.
Your Partner in Development
Website: https://www.ndb.bw/
Frequently Asked Questions
What qualifications and certifications are typically required for a CUSTOMER EXPERIENCE & VALUE MANAGEMENT (CVM) MANAGER role in Botswana?
A CVM Manager in Botswana typically requires a Bachelor's degree in Marketing, Business Administration, or a related field. Professional certifications such as Customer Experience Management or Marketing certifications are an added advantage. Relevant experience in marketing or customer experience is also essential.
What are the common day-to-day responsibilities of a CUSTOMER EXPERIENCE & VALUE MANAGEMENT (CVM) MANAGER in Botswana?
As a CVM Manager, your day-to-day responsibilities will include developing and implementing customer experience strategies, analyzing customer feedback, and identifying areas for improvement. You will also work closely with cross-functional teams to design and deliver customer value propositions. Additionally, you will be responsible for measuring and reporting on customer experience metrics.
What are the local work culture and expectations for a CVM Manager in Botswana?
In Botswana, CVM Managers are expected to be team players with excellent communication and interpersonal skills. They should be able to work in a fast-paced environment and prioritize tasks effectively. Employers also value CVM Managers who are adaptable, innovative, and customer-focused.
What are the typical benefits offered to CVM Managers in Botswana?
CVM Managers in Botswana typically receive benefits such as medical aid, pension schemes, and annual leave. Other benefits may include flexible working hours, performance-based bonuses, and opportunities for professional development. The specific benefits package varies by employer.
How do I apply for a CUSTOMER EXPERIENCE & VALUE MANAGEMENT (CVM) MANAGER role in Botswana and what do employers look for?
To apply for a CVM Manager role in Botswana, submit your application, including a tailored CV and cover letter, to the employer or recruitment agency. Employers typically look for candidates with relevant experience, skills, and qualifications, as well as a proven track record of delivering customer experience strategies. A strong understanding of the Botswana market and customer needs is also essential.
What are the realistic career progression and growth paths for a CVM Manager in Botswana?
With experience, CVM Managers in Botswana can progress to senior roles such as Director of Marketing or Customer Experience, or move into related fields like business development or consulting. They may also take on more strategic responsibilities, such as leading organizational change initiatives or developing customer experience frameworks. Career growth depends on individual performance, skills, and interests.
