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 or certifications are typically required for a Customer Experience & Value Management Manager role in Botswana?
Employers generally expect a bachelor’s degree in marketing, business administration, or a related field, with a postgraduate qualification or CIM certification being an advantage. Practical experience in customer insights, loyalty programmes, or campaign management is often valued as highly as formal education.
What are the common day-to-day responsibilities of a CVM Manager in a Botswana-based organisation?
The role usually involves analysing customer data to identify value and retention opportunities, then designing and coordinating targeted marketing campaigns across SMS, email, and branch channels. You would also monitor campaign performance, manage customer segmentation, and work with sales and IT teams to improve the overall customer journey.
What is the local work culture and expectation for a marketing manager in Botswana?
Botswana workplaces often value professionalism, respect for hierarchy, and strong relationship-building with both colleagues and external partners. You will be expected to balance formal reporting with collaborative teamwork, and to show initiative while aligning with the organisation’s strategic goals and local regulatory environment.
What career progression can a CVM Manager realistically expect in Botswana?
A CVM Manager can progress into senior roles such as Head of Marketing, Chief Customer Officer, or broader commercial management positions within banking or telecommunications. Growth often depends on delivering measurable customer value improvements and building a track record in data-driven decision-making.
What typical benefits should I expect in a full-time marketing management role in Botswana?
Most formal employers provide benefits such as annual leave, contributory medical aid, and a pension or provident fund. Depending on the employer, you may also receive a housing or car allowance, performance bonuses, and professional development support, though these vary by organisation.
How do I apply for a CVM Manager role in Botswana and what do local employers look for?
Applications are usually submitted through the employer’s careers portal or via email with a tailored CV and cover letter that directly address the job requirements. Botswana employers typically look for clear evidence of relevant experience, strong analytical skills, knowledge of the local market, and professional references.
