About Company
Innscor Africa Limited is a leading diversified consumer goods manufacturer, retailer, and service provider operating across Zimbabwe and the broader African region. With a rich history spanning decades, Innscor has established itself as a household name through its vast portfolio of beloved brands, including Bakers Inn, Chicken Inn, Creamy Inn, Spar, and National Foods. We are committed to enriching the lives of our customers and communities by delivering high-quality products and services through innovative strategies and operational excellence. At Innscor, we believe that an exceptional customer and employee experience is the cornerstone of sustainable growth and enduring success. We foster a dynamic, fast-paced, and collaborative environment where talent is nurtured, and contributions are valued, aiming to be the employer of choice and a market leader in every sector we operate in.
Job Description
Innscor Africa Limited is seeking a visionary and results-driven Chief Experience Officer (CXO) to join our executive leadership team. Based in Marondera, Mashonaland East Province, this pivotal role will be instrumental in defining, developing, and deploying a world-class experience strategy across all touchpoints for both our customers and our employees. The CXO will be the ultimate advocate for experience excellence, responsible for harmonizing and optimizing every interaction to ensure consistency, satisfaction, and loyalty. You will lead the charge in fostering a culture where empathy, innovation, and customer-centricity are embedded into our DNA. This is a unique opportunity to shape the future of experience within one of Zimbabwe’s most influential and diversified companies. The successful candidate will leverage data analytics, design thinking, and a deep understanding of human behavior to create seamless, memorable, and impactful experiences that drive brand love, operational efficiency, and market leadership. You will work closely with all departmental heads, from marketing and operations to HR and IT, ensuring a unified approach to elevating the Innscor experience. Your strategic foresight and operational acumen will be critical in translating our brand promise into tangible, exceptional experiences for millions.
Key Responsibilities
- Develop and implement a comprehensive Customer Experience (CX) and Employee Experience (EX) strategy aligned with Innscor’s strategic objectives and brand values.
- Lead the design, measurement, and improvement of customer and employee journeys across all touchpoints, digital and physical.
- Champion a customer-centric and employee-centric culture throughout the organization, fostering cross-functional collaboration and accountability.
- Utilize advanced analytics, feedback mechanisms, and market research to identify pain points, opportunities, and emerging trends in CX/EX.
- Oversee the development and deployment of innovative solutions, technologies, and processes to enhance experience quality and efficiency.
- Define key performance indicators (KPIs) for CX/EX, monitor performance, and report on progress to the executive team and board.
- Build, mentor, and lead a high-performing team dedicated to experience design, insights, and continuous improvement.
- Act as the primary voice of the customer and employee in executive decision-making processes.
- Ensure consistency in brand messaging and experience delivery across all Innscor brands and business units.
- Manage budgets and resources effectively to maximize impact on experience initiatives.
Required Skills
- Proven leadership in designing and implementing large-scale CX and/or EX strategies.
- Exceptional analytical and problem-solving abilities, with a strong data-driven approach.
- Proficiency in CX/EX measurement tools and methodologies (e.g., NPS, CSAT, CES, eNPS).
- Deep understanding of user experience (UX) principles and design thinking methodologies.
- Strong change management and cultural transformation expertise.
- Excellent communication, presentation, and interpersonal skills, with the ability to influence at all levels.
- Strategic thinking with an operational mindset.
- Ability to manage complex projects and cross-functional teams.
- Demonstrated ability to innovate and drive continuous improvement.
- High emotional intelligence and empathy.
Preferred Qualifications
- Master's degree in Business Administration, Marketing, Human Resources, or a related field.
- Certification in Customer Experience Management (e.g., CCXP).
- Experience in the retail, food & beverage, or manufacturing sectors.
- Familiarity with digital transformation initiatives and experience platforms.
- Previous experience operating in a diversified group or conglomerate structure.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive medical aid and wellness programs.
- Company vehicle and fuel allowance.
- Generous annual leave and public holidays.
- Opportunity to lead transformative initiatives in a market-leading company.
- Professional development and executive training opportunities.
- Access to employee discounts across Innscor's vast brand portfolio.
- A dynamic and supportive work environment fostering innovation and growth.
How to Apply
Interested candidates who meet the above criteria are encouraged to submit a comprehensive CV and a cover letter outlining their experience and suitability for this role. Please ensure your application highlights your strategic leadership in customer and employee experience. Applications should be submitted via the link below. We thank all applicants for their interest; however, only shortlisted candidates will be contacted.