Customer Experience Manager Job Vacancy in M’sila, Algeria – Telecommunications

Job Description

Position: Customer Experience Manager

Company: Algérie Télécom

Location: M’sila, Algeria

Experience: 5+ years in customer experience management, preferably in telecom sector

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

Employment Type: Full-time

Industry: Telecommunications

Department: Customer Service

Salary: 120,000 – 180,000 SSP per annum

Vacancies:1

Company Overview

Algérie Télécom is the leading telecommunications operator in Algeria, providing a comprehensive portfolio of fixed-line, mobile, and broadband services to millions of customers across the nation. With a legacy spanning over three decades, the company has consistently driven digital transformation, investing heavily in network modernization, fiber‑to‑the‑home (FTTH) deployments, and innovative value‑added services. As a state‑owned enterprise, Algérie Télécom plays a pivotal role in national connectivity strategies, supporting economic growth, education, and public services. The organization prides itself on a customer‑centric culture, leveraging data analytics and omnichannel platforms to deliver seamless experiences. Joining Algérie Télécom means becoming part of a dynamic team that values innovation, professional development, and a commitment to excellence in the Algerian market and beyond. This position offers a unique opportunity to shape the future of customer experience in a fast‑evolving telecom landscape, contributing directly to the company’s mission of connecting Algeria’s people and businesses.

Job Overview

The Customer Experience Manager will lead the design, implementation, and continuous improvement of customer journey strategies for Algérie Télécom’s residential and business segments. Reporting to the Head of Customer Service, you will collaborate with cross‑functional teams—including Marketing, Product Development, IT, and Operations—to ensure that every touchpoint reflects the brand’s promise of reliability, speed, and satisfaction. The role involves analyzing customer feedback, monitoring key performance indicators (KPIs), and deploying targeted initiatives that enhance loyalty and reduce churn. As part of your responsibilities, you will also oversee the integration of emerging technologies such as AI‑driven chatbots and predictive analytics to personalize interactions. This is a high‑visibility role that directly impacts revenue growth and brand reputation, making it an ideal fit for professionals seeking to drive measurable results in a leading telecommunications environment. For more information about our corporate culture and career pathways, visit our main portal https://algeriajobsearch.com.

Key Responsibilities

• Develop and execute a comprehensive customer experience roadmap aligned with corporate objectives.
• Analyze voice of the customer (VoC) data, NPS scores, and service metrics to identify pain points and opportunities.
• Lead cross‑departmental projects to redesign processes, improve digital channels, and implement self‑service solutions.
• Collaborate with Marketing to craft personalized communication campaigns that boost engagement.
• Manage a team of CX analysts and specialists, providing coaching, performance reviews, and career development plans.
• Monitor and report on KPI trends, presenting insights and recommendations to senior leadership.
• Ensure compliance with regulatory standards and data privacy requirements in all customer interactions.
• Drive continuous improvement initiatives using Lean Six Sigma or similar methodologies.

Required Skills

• Strong analytical mindset with proficiency in data visualization tools (e.g., Power BI, Tableau).
• Excellent communication and stakeholder management abilities.
• Proven experience in designing omnichannel customer journeys.
• Leadership skills with a track record of managing high‑performing teams.
• Knowledge of telecom products, services, and market dynamics.
• Familiarity with AI‑based CX technologies and CRM platforms.
• Ability to translate complex data into actionable business strategies.

Education

A Bachelor’s degree in Business Administration, Marketing, Communications, or a related discipline is required. Advanced certifications such as Certified Customer Experience Professional (CCXP) or an MBA are highly desirable and will be considered an asset during the selection process.

Experience

Candidates must possess a minimum of five years of progressive experience in customer experience management, preferably within the telecommunications sector. Demonstrated success in leading large‑scale CX transformation projects, improving Net Promoter Score (NPS), and reducing customer churn is essential. Experience working in a regulated environment and familiarity with Algerian telecom regulations will be advantageous.

Salary

The compensation package ranges from 120,000 to 180,000 SSP annually, commensurate with experience, qualifications, and performance. In addition to the base salary, a performance‑based bonus structure is offered, reflecting the achievement of key CX metrics.

Benefits

• Comprehensive health insurance covering medical, dental, and vision.
• Retirement savings plan with employer contributions.
• Generous paid time off and public holiday schedule.
• Employee assistance program and wellness initiatives.
• Company‑provided mobile device and data plan.

Training

• Onboarding program that includes brand immersion and system training.
• Continuous learning opportunities through internal academies and external certifications.
• Leadership development workshops for high‑potential managers.
• Access to industry conferences and webinars on CX innovation.

Working Environment

Algérie Télécom offers a modern, collaborative workspace located in M’sila, equipped with state‑of‑the‑art technology and flexible work arrangements. Employees benefit from a culture that encourages creativity, knowledge sharing, and a balanced work‑life integration. The company promotes diversity and inclusion, ensuring that every voice is heard and respected.

Application Process

Interested candidates should submit their updated CV and a cover letter outlining their relevant experience through our online portal. Applications will be reviewed on a rolling basis, and shortlisted applicants will be invited for a virtual interview followed by an on‑site assessment. For additional career resources and regional opportunities, please visit https://www.moroccojobsearch.com/.

Equal Opportunity Statement

Algérie Télécom is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of gender, age, disability, ethnicity, religion, or sexual orientation. All qualified applicants will receive consideration for employment without discrimination.