Are you a strategic thinker with a passion for turning insight into action? Do you thrive at the intersection of business strategy, analytics, and customer experience? We are looking for a dynamic and forward-thinking Strategy & CX Manager to partner closely with the senior leadership team in shaping the future of our organization. This is a high-impact role for an individual who can translate vision into execution, drive performance through data, and champion exceptional customer experiences across the business.
Reporting directly to the CEO, you will lead the development and execution of the company’s strategic agenda while embedding a customer-centric culture that enhances satisfaction, loyalty, and long-term value. You will play a pivotal role in aligning strategy, performance, and customer experience to drive sustainable growth.
The position is tenable in Gaborone.
Key Responsibilities
- The development, implementation, and management of the business strategy framework
- Conduct market research, competitor analysis, and strategic insights to guide decision-making
- Prepare high-quality Board and Executive reports, presentations, and briefing materials
- Coordinate strategic planning cycles and facilitate strategic workshops
- Support the CEO with research, special projects, and stakeholder engagement
- Drive Balanced Scorecard alignment and track business performance metrics
- Develop and drive the implementation of a comprehensive customer experience (CX) strategy
- Lead customer journey mapping and continuous improvement initiatives
- Analyse complaints, service data, and performance metrics to identify improvement opportunities
- Champion a customer-centric culture across the organization
- Oversee analytics, reporting, and performance insights across the business
- Strengthen analytics capabilities across key functions including Operations, Finance, HR, and Marketing
- Present data-driven insights in clear, actionable formats for leadership of such cancellation.
Requirements
- Strategic thinker with strong business acumen
- Advanced analytical and problem-solving skills
- Strong stakeholder engagement and influencing capability
- Proven ability to drive results and lead change
- Customer-centric mindset with empathy and insight
- Ability to collaborate across functions and align teams to shared goals
- Bachelor’s Degree in Business Studies, Accounting, or related field
- 8-10 years’ experience in business strategy a related role
- Experience in Financial Services will be an added advantage
- Proficiency in market research and statistical tools (e.g., SPSS, SNAP, Harmony)
- Advanced MS Excel skills
How to Apply
To apply, please visit: https://url-shortener.me/K5OS
Job Summary
Frequently Asked Questions
What typical qualifications, certifications, or education are needed for a Strategy and CX Manager role in Botswana?
A Bachelor's degree in Business Administration, Marketing, or a related field is typically required, often complemented by 5-7 years of experience in strategy, CX, or business development roles. Professional certifications in areas like CX management, project management, or strategic planning can also significantly enhance your application.
What are the common day-to-day responsibilities for a Strategy and CX Manager?
Day-to-day tasks involve developing and implementing CX strategies, analyzing customer feedback and market trends, and collaborating with cross-functional teams to improve customer journeys. You'll also be responsible for monitoring key performance indicators and ensuring strategic alignment across various business units.
How does the local work culture and expectations in Botswana influence this role?
The local work culture in Botswana values collaboration, respect, and building strong relationships, which is crucial for successful strategy implementation and stakeholder engagement. A Strategy and CX Manager must understand local market nuances and customer behaviors to tailor strategies effectively and gain internal buy-in.
What are realistic career progression or growth paths for a Strategy and CX Manager in Botswana?
Successful Strategy and CX Managers can typically progress to senior leadership positions such as Head of Strategy, Head of Customer Experience, or even broader roles like General Manager. Opportunities often exist to specialize further in specific strategic areas or assume roles with greater oversight across different business units.
What typical benefits (e.g., leave, medical aid, pension) can one expect for a managerial role like this in Botswana?
Typical benefits for a managerial role in Botswana include comprehensive medical aid coverage, a pension fund contribution, and competitive annual leave entitlements. Some employers also offer performance-based bonuses, group life assurance, and opportunities for professional development.
How should I apply and what do employers in Botswana look for in a Strategy and CX Manager candidate?
To stand out, emphasize your proven track record in developing and executing strategies that delivered measurable business outcomes and improved customer satisfaction. Showcase your analytical skills, ability to drive change, and understanding of the local market and customer base in Botswana.