Client Experience & Engagement Manager || Zimnat

  • Harare


DUE: 08 NOV 2023

Zimnat Group is a diversified Financial Services Group that provides wealth creation, management and protection through General Insurance. Life Assurance. Asset Management and Microfinance solutions. Our purpose & values are centred around Making Life Better and in doing so, we are guided by Integrity. Sustainability. Empathy: Empowerment: and Partnership as our core values. In our quest for excellence, we seek mindsets & behaviours that best demonstrate these values; because our values are at the heart of everything we do. We also believe that people are the cornerstone to our success, and we aim to create an environment that enables them to live up to their full potential. If you are interested in being part of our vision you are invited to apply for the following vacant position which has arisen within the Group:

The Job:
Daily management of the Client Engagement team
Conduct performance reviews to measure team member performance and productivity
Identify and analyse the gaps in customer experience and customer journey across the S.B.U’s customer touch points
Liaise with relevant departments on client’s complaints and enquiries, with a focus to improve service delivery and identify business processes that may need reviewing
Provide feedback and recommendations to senior business stakeholders in line with creating a better client experience
Measure and report campaign performance against overall business objectives
Instill a customer experience culture among staff members to train them in customer-centric strategies and best practices and to cultivate a customer-focused culture across the organization
Run workshops with stakeholders to develop the desired customer experience for new initiatives identified by business, in order to align to customer needs and address key business objectives
Design and implement programmes and events to enhance customer engagement and loyalty for the different business units
Recommend improvements and/ or adoption of new service standards in line with market trends and client demands
Monitor and measure key performance indicators related to customer satisfaction, retention, and loyalty

The Person:

Degree in Business, Marketing, Customer Experience, or any other related field
Ability to form working relationships with people at all levels
Member of a recognised affiliation i.e. MAZ/IMM will be an added advantage
3-6 years’ service industry experience or similar, with minimum of 2 years in a supervisory or managerial level
Excellent communication and presentation skills
Ability to work in a fast-paced environment while managing multiple tasks


Being an equal opportunity employer, applications supported by CVs are encouraged from qualified individuals regardless of race, religion, gender, or disability not later than & November 2023