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.
\nReporting directly to the CEO, you will lead the development and execution of the company\u2019s 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.
\nThe position is tenable in Gaborone.<\/p>\n
Key Responsibilities<\/p>\n
The development, implementation, and management of the business strategy framework
\nConduct market research, competitor analysis, and strategic insights to guide decision-making
\nPrepare high-quality Board and Executive reports, presentations, and briefing materials
\nCoordinate strategic planning cycles and facilitate strategic workshops
\nSupport the CEO with research, special projects, and stakeholder engagement
\nDrive Balanced Scorecard alignment and track business performance metrics
\nDevelop and drive the implementation of a comprehensive customer experience (CX) strategy
\nLead customer journey mapping and continuous improvement initiatives
\nAnalyse complaints, service data, and performance metrics to identify improvement opportunities
\nChampion a customer-centric culture across the organization
\nOversee analytics, reporting, and performance insights across the business
\nStrengthen analytics capabilities across key functions including Operations, Finance, HR, and Marketing
\nPresent data-driven insights in clear, actionable formats for leadership of such cancellation.<\/p>\n
Requirements<\/p>\n
Strategic thinker with strong business acumen
\nAdvanced analytical and problem-solving skills
\nStrong stakeholder engagement and influencing capability
\nProven ability to drive results and lead change
\nCustomer-centric mindset with empathy and insight
\nAbility to collaborate across functions and align teams to shared goals
\nBachelor\u2019s Degree in Business Studies, Accounting, or related field
\n8-10 years\u2019 experience in business strategy a related role
\nExperience in Financial Services will be an added advantage
\nProficiency in market research and statistical tools (e.g., SPSS, SNAP, Harmony)
\nAdvanced MS Excel skills<\/p>\n
How to Apply
\nTo apply, please visit: https:\/\/url-shortener.me\/K5OS<\/p>\n
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