Customer Experience Manager Job Vacancy in Kirehe, Rwanda – Retail

Job Description

Position: Customer Experience Manager

Company: Shoprite Rwanda

Location: Kirehe, Rwanda

Experience: 5+ years in customer service management

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

Employment Type: Full-time

Industry: Retail

Department: Customer Service

Salary: SSP 800,000 – 1,200,000 per month

Vacancies:1

Company Overview

Shoprite Rwanda is a leading retail chain delivering quality groceries, fresh produce, and household essentials to communities across the country. With a strong commitment to customer satisfaction and sustainable growth, Shoprite Rwanda has become a trusted brand in the Rwandan market. The company operates modern supermarkets and hypermarkets, offering a wide range of products at competitive prices. As part of a global retail group, Shoprite Rwanda brings international best practices to the local market, creating vibrant shopping experiences and contributing to the economic development of Rwanda. This dynamic environment provides abundant career opportunities for ambitious professionals seeking to make an impact in the retail sector. The organization values innovation, teamwork, and continuous improvement, making it an ideal place for those who want to grow their careers while serving the community.

Job Overview

The Customer Experience Manager will lead the strategy and execution of initiatives that enhance the overall shopping journey for our customers in Kirehe and surrounding regions. This role is pivotal in shaping how customers perceive the brand, ensuring that every interaction—from in‑store assistance to online support—delivers exceptional service. Reporting to the Regional Operations Director, the manager will collaborate with cross‑functional teams, including merchandising, marketing, and store operations, to align customer experience goals with business objectives. The successful candidate will drive measurable improvements in customer satisfaction scores, loyalty program participation, and overall sales performance. For more information about our corporate culture and values, visit Shoprite Rwanda Careers. This position offers a unique platform to influence the retail landscape in Rwanda and contribute to the nation’s growing reputation as a hub for quality retail experiences.

Key Responsibilities

• Develop and implement a comprehensive customer experience strategy that aligns with corporate goals and local market needs.
• Monitor and analyze customer feedback, Net Promoter Scores, and other key performance indicators to identify improvement areas.
• Lead a team of customer service supervisors and front‑line staff, providing coaching, performance reviews, and professional development.
• Collaborate with merchandising and marketing teams to design promotions and in‑store events that enhance customer engagement.
• Oversee the implementation of digital tools, such as mobile apps and self‑service kiosks, to streamline the shopping experience.
• Ensure compliance with Shoprite’s service standards and local regulatory requirements.
• Prepare regular reports for senior management, highlighting trends, successes, and actionable insights.
• Manage the resolution of escalated customer complaints, turning challenges into opportunities for loyalty building.
• Drive training programs focused on customer service excellence across all store locations in the region.

Required Skills

• Strong leadership and people‑management abilities with a focus on coaching and development.
• Excellent communication and interpersonal skills, capable of influencing stakeholders at all levels.
• Analytical mindset with proficiency in data‑driven decision making and KPI tracking.
• Proven experience in retail customer service or experience management.
• Ability to design and execute customer‑centric initiatives that deliver measurable results.
• Familiarity with digital retail platforms and emerging technologies.
• Problem‑solving orientation with a customer‑first attitude.
• Fluency in English and Kinyarwanda; French is an advantage.

Education

A Bachelor’s degree in Business Administration, Marketing, Retail Management, or a related field is required. Advanced certifications in Customer Experience Management or Service Excellence are considered a plus.

Experience

Minimum of five years of progressive experience in customer service management within the retail sector, with at least two years in a supervisory or managerial role. Demonstrated success in improving customer satisfaction metrics and leading cross‑functional projects is essential.

Salary

The compensation package ranges from SSP 800,000 to SSP 1,200,000 per month, commensurate with experience and qualifications. The package includes performance‑based bonuses, health insurance, and a retirement savings plan.

Benefits

• Competitive salary with annual performance bonuses.
• Comprehensive health and dental coverage.
• Retirement savings scheme.
• Employee discount on all Shoprite stores.
• Professional development and continuous learning opportunities.
• Paid annual leave and public holidays.

Training

• Onboarding program covering company culture, policies, and retail operations.
• Leadership development workshops focused on coaching, conflict resolution, and strategic planning.
• Access to e‑learning platforms for skill enhancement in customer experience and digital tools.
• Regular seminars on emerging retail trends and technology integration.

Working Environment

Shoprite Rwanda offers a vibrant, inclusive, and collaborative workplace where innovation is encouraged. Employees work in modern retail settings equipped with the latest technology to support efficient service delivery. The company promotes work‑life balance through flexible scheduling and supportive management practices, ensuring a healthy and productive environment for all staff.

Application Process

Interested candidates should submit their updated CV and a cover letter outlining their relevant experience through the online application portal on the Shoprite Rwanda website. Applications will be reviewed on a rolling basis, and shortlisted candidates will be invited for a virtual interview followed by an on‑site assessment. Please ensure all documents are in PDF format and no larger than 5 MB.

Equal Opportunity Statement

Shoprite Rwanda is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status.