Customer Experience Manager Job Vacancy in Ghimbi, Ethiopia – Energy & Utilities

Job Description

Position: Customer Experience Manager

Company: Schneider Electric Ethiopia

Location: Ghimbi, Ethiopia

Experience: 3-5 years

Education: Bachelor’s degree in Business Administration, Marketing, or related field

Employment Type: Full-time

Industry: Energy & Utilities

Department: Customer Service

Salary: 300,000 – 500,000 SSP per month

Vacancies:1

Company Overview

Schneider Electric Ethiopia is a leading global specialist in energy management and automation, delivering integrated solutions that make energy safe, reliable, efficient, and sustainable. With a strong presence across Ethiopia, the company supports industrial, commercial, and residential customers in optimizing their power usage while advancing digital transformation. As part of a worldwide network, Schneider Electric Ethiopia contributes to the country’s economic growth and environmental goals, offering innovative products and services that align with Ethiopia’s Vision 2030. The organization values diversity, continuous learning, and a collaborative culture, making it an attractive employer for professionals seeking impactful careers. Join us to be part of a forward‑thinking team that drives progress in the Energy & Utilities sector while creating meaningful career opportunities in Ethiopia.

Job Overview

The Customer Experience Manager will lead the design and execution of strategies that enhance the overall experience of Schneider Electric Ethiopia’s customers across all touchpoints. This role involves analyzing customer journeys, identifying pain points, and implementing solutions that increase satisfaction, loyalty, and advocacy. You will work closely with cross‑functional teams, including Sales, Technical Services, Marketing, and Product Development, to ensure a seamless and consistent experience. The position offers a unique opportunity to shape the customer experience landscape in a rapidly evolving market, contributing directly to the company’s growth and reputation. For more information about our mission and values, visit https://ethiopiajobssearch.com/. This role is central to our commitment to delivering superior service and supports the broader goal of fostering sustainable development in Ethiopia.

Key Responsibilities

• Develop and implement a comprehensive customer experience strategy aligned with business objectives.
• Map end‑to‑end customer journeys and identify opportunities for improvement.
• Lead cross‑functional projects to redesign processes, tools, and communications that enhance satisfaction.
• Analyze customer feedback, NPS scores, and service metrics to drive data‑informed decisions.
• Collaborate with Sales and Technical Services to ensure seamless handoffs and consistent service delivery.
• Create and deliver training programs for frontline staff on best practices in customer interaction.
• Monitor industry trends and benchmark against competitors to maintain a leading edge.
• Report on key performance indicators and present insights to senior leadership.

Required Skills

• Strong analytical abilities with proficiency in data visualization tools.
• Excellent communication and stakeholder management skills.
• Experience in designing and optimizing customer journeys.
• Project management expertise, preferably with PMP or similar certification.
• Ability to translate insights into actionable initiatives.
• Customer‑centric mindset with a passion for service excellence.
• Proficiency in English and Amharic; additional languages a plus.

Education

A bachelor’s degree in Business Administration, Marketing, Psychology, or a related discipline is required. Advanced degrees or certifications in Customer Experience Management, Business Analytics, or Project Management are highly desirable and will be considered an asset during the selection process.

Experience

Candidates should possess 3 to 5 years of proven experience in customer experience, service design, or a similar role within the Energy & Utilities sector or a related industry. Experience working in a multinational environment and managing cross‑functional initiatives is essential.

Salary

The compensation package ranges from 300,000 to 500,000 SSP per month, commensurate with experience and qualifications. The package includes performance‑based incentives and comprehensive benefits.

Benefits

• Health insurance covering employee and dependents.
• Retirement savings plan with company matching.
• Paid annual leave and public holidays.
• Professional development allowance.
• Employee assistance program.
• Transportation allowance for commuting to Ghimbi office.

Training

• Onboarding program covering Schneider Electric’s culture, values, and systems.
• Continuous learning opportunities through internal and external workshops.
• Certification support for project management and customer experience credentials.
• Mentorship program pairing new hires with senior leaders.
• Access to Schneider Electric’s digital learning platform.

Working Environment

Our Ghimbi office offers a modern, collaborative workspace equipped with the latest technology to support innovative thinking. Employees enjoy a flexible work environment that encourages teamwork, creativity, and a healthy work‑life balance. Schneider Electric Ethiopia promotes an inclusive culture where diverse perspectives are valued, and every team member is empowered to contribute to the company’s success.

Application Process

Interested candidates should submit their updated resume and a cover letter outlining their relevant experience through our online portal. Applications will be reviewed on a rolling basis, and shortlisted candidates will be contacted for an initial interview. The selection process includes a competency interview, a case study assessment, and a final discussion with senior leadership.

Equal Opportunity Statement

Schneider Electric Ethiopia is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of gender, race, religion, age, disability, sexual orientation, or any other characteristic protected by law. All qualified applicants will receive consideration for employment without discrimination.