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What is the application deadline for this job?

The application deadline for this Customer Experience (CX) Manager position is Nov 04, 2025. Make sure to submit your application before this date to be considered for the role.

Where is this job located?

This Customer Experience (CX) Manager position is located in Addis Ababa. The job is posted by Dodai Manufacturing Plc. on GeezJobs, Ethiopia's leading job portal.

What type of employment is this position?

This is a Full time position in the Customer Service, Sales and Marketing category. The career level required is Senior(5-8 years).

Can I find similar jobs in Addis Ababa?

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Customer Experience (CX) Manager - Addis Ababa

Dodai Manufacturing Plc.

Posted: Oct 23, 2025

Full time

Career Level: Senior(5-8 years)

Salary:

Location: Addis Ababa

Deadline: Nov 04, 2025

Expired

Job Opportunity: Customer Experience (CX) Manager position available at Dodai Manufacturing Plc. in Addis Ababa. Customer Service, Sales and Marketing jobs in Ethiopia are in high demand. Apply now through GeezJobs - Ethiopia's leading job portal.

About Dodai

Dodai is an electric mobility startup building Africa’s largest e-motorbike and battery-swapping ecosystem. We are dedicated to redefining urban transportation by offering sustainable, reliable, and customer-centric mobility solutions. Our goal is to deliver exceptional after-sales experiences that build trust and long-term loyalty among our customers.

Role Summary

We are seeking an experienced Customer Experience (CX) Manager to lead and strengthen Dodai’s after-sales operations and customer journey — from support and service to long-term satisfaction. This role is both strategic and hands-on. The CX Manager will play a key part in building a world-class customer experience function, achieving 3–5x higher efficiency than any peer in the market by leveraging advanced tools, digital systems, and an extremely customer-centric mindset. The CX Manager will report to the Head of Commercial, collaborating closely with sales, operations, and engineering teams.

Key Responsibilities

Customer Service & Engagement

Lead the Customer Engagement Team managing call center, CRM, and ticketing with consistent service quality and empathy.
Improve response time, resolution rate, and satisfaction through automation, CRM optimization, and data-driven improvements.
Ensure prompt, professional handling of all customer inquiries, complaints, and requests across all communication channels.

After-Sales & Customer Success

Lead the Customer Success Team coordinating repair, maintenance, and spare parts for fast, high-quality service.
Manage service requests, warranty claims, and preventive maintenance with transparent communication and accurate records.
Analyze recurring technical issues with engineering to improve product reliability and long-term customer trust.

Customer Relationship & Retention

Implement proactive engagement and loyalty programs to strengthen relationships and boost customer retention.
Collect and analyze customer feedback from multiple channels to identify and act on improvement opportunities.
Execute initiatives that increase satisfaction and lifetime value in collaboration with senior leadership.

Technology & Efficiency Improvement

Use CRM, analytics, and automation to achieve 3–5x higher efficiency than market competitors.
Implement digital tools that enhance operational speed, accuracy, and visibility across all CX functions.
Promote data-driven decision-making and continuous process improvement through regular performance tracking.

Team Leadership & Development

Supervise and mentor CX associates, agents, and specialists to uphold Dodai’s international service standards.
Set clear goals, conduct reviews, and foster a culture of empathy, accountability, and customer obsession.
Use key metrics like satisfaction and first-time fix rate to identify team performance improvement areas.

Collaboration & Reporting

Align CX goals with commercial, technical, and operational strategies for a seamless customer experience.
Report weekly on KPIs, satisfaction trends, and escalation patterns to guide service planning and staffing.
Collaborate cross-functionally to turn customer insights into process, policy, and product improvements.

Qualifications

Bachelor’s degree in Business Administration, Marketing, Engineering, or a related field.
5+ years of experience in customer experience, after-sales, or service operations — ideally within automotive, mobility, or telecom sectors.
Proven leadership experience managing customer-facing teams (call center, CRM, or after-sales).
Strong communication, analytical, and process-improvement skills.
Fluency in English and Amharic.
Familiarity with CRM systems and data analytics tools (e.g., Zoho, Trello, Salesforce, Zendesk, etc.).
Passion for operational excellence and for delivering exceptional customer satisfaction.

How To Apply

Please your application via this link https://forms.gle/8wiq3PABheiFBXuy8
N.B: Only shortlisted candidates will be contacted