Customer Experience Manager

Job Title: Customer Experience Manager

Organisation: Movit Products

Duty Station: Kampala, Uganda

About Organisation:

Movit Products Limited (MPL) is a leading Quality Cosmetics Manufacturing Company in Africa with operations in Uganda, Kenya, Tanzania, Zambia, Rwanda, Burundi, Democratic Republic of Congo and South Sudan. Movit Products Limited manufactures healthy beauty hair, skin and nail care products aimed at empowering every person to face life with confidence.

Job Summary: The Customer Experience Manager is responsible for overseeing the overall customer experience strategy and ensuring it aligns with the company’s objectives. This role involves gathering, analysing, and applying customer insights to improve the customer journey across all touchpoints.

Key Duties and Responsibilities:

Functional Outputs/Activities per key performance area:

Customer Experience Strategy Development

• Design, implement, and continuously improve customer experience strategies across all touchpoints.
• Develop and manage customer journey mapping processes to identify areas for enhancement.
• Align customer experience strategies with business goals, ensuring a holistic approach across teams.

Customer Insight & Data Analysis

• Lead the collection and analysis of customer feedback, surveys, and insights from various channels (social media, reviews, direct feedback, etc.).
• Utilize data analytics tools to measure customer behaviours and identify trends, patterns, and areas for improvement.
• Conduct qualitative and quantitative research (e.g., focus groups, customer interviews, surveys).

Customer Journey Optimization

• Identify pain points in the customer journey and collaborate with cross-functional teams to implement corrective measures.
• Develop and implement processes to enhance customer interactions with the company, ensuring consistency and quality at every stage.
• Measure and track the effectiveness of journey improvements through relevant metrics.

Stakeholder Collaboration & Cross-Departmental Support

• Work closely with other departments (marketing, sales, product, and customer support) to ensure alignment on customer experience goals and initiatives.
• Provide actionable insights to product teams, helping to shape offerings based on customer preferences and needs.
• Act as a consultant for internal teams on customer-centric practices, including the design of campaigns, product development, and service delivery.

Reporting & Continuous Improvement

• Track and report on key customer experience metrics, offering strategic insights to senior leadership.
• Continuously evaluate and improve processes, ensuring the organization is aligned with evolving customer expectations.
• Stay current with industry trends, customer behaviour changes, and emerging technologies in customer experience management.

Quality Management

• Ensure all customer experience and insights activities comply with the company’s Quality
• Management System (QMS), ISO standards, and internal procedures.
• Maintain accurate documentation for research programs, insights reports and approvals in line with ISO requirements.
• Monitor the consistency, accuracy, and quality of insights and customer experience programs.

Compliance

• Ensure regulatory compliance in execution of duties in the country.
• Ensure Adherence to Movit Group and In Country Policies and Procedures.

Qualifications, Skills and Experience:

• A Bachelor’s degree in Business Administration, Marketing, Communications, or a related field.
• Master’s degree in Business, Marketing, or a related field is a plus.

Related Minimum Experience:

• 7+years of experience in customer experience management, customer insights, or a related role.
• Customer Experience Manager Job Description –

How to Apply:

Send your CV to: [email protected]

Deadline: 27th October 2026

NB: Only shortlisted candidates will be contacted.

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Level of Education: bachelor degree

Work Hours: 8

Experience in Months: 84