Customer Experience Manager Job Vacancy in Riviere du Rempart, Mauritius – Information Technology

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Riviere du Rempart
July 16, 2026
Full Time
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Job Description

Position: Customer Experience Manager

Company: IBM Mauritius

Location: Riviere du Rempart, Mauritius

Experience: 5+ years in customer experience management, preferably in IT services

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

Employment Type: Full-time

Industry: Information Technology

Department: Customer Experience

Salary: SSP 800,000 – 1,200,000 per annum

Vacancies:1

Company Overview

IBM Mauritius is a leading global technology and consulting firm with a strong presence in the island nation. As part of IBM’s worldwide network, the Mauritius branch delivers cutting‑edge solutions in cloud computing, artificial intelligence, and digital transformation to both local and international clients. The company is committed to fostering innovation, diversity, and sustainable growth, making it an attractive employer for professionals seeking a dynamic career in the Information Technology sector. IBM Mauritius actively supports the development of the local talent pool and contributes to the broader ecosystem of Mauritius Jobs, reinforcing the island’s reputation as a hub for tech excellence.

Job Overview

The Customer Experience Manager will lead IBM Mauritius’ efforts to design, implement, and continuously improve customer journeys across all service touchpoints. Reporting to the Head of Service Delivery, the role will collaborate with cross‑functional teams to ensure that client interactions are seamless, personalized, and aligned with IBM’s global standards of excellence. This position plays a pivotal role in driving customer satisfaction, loyalty, and advocacy, directly influencing the company’s market position and growth in the region. The role also supports IBM’s strategic objectives in Mauritius, contributing to the broader narrative of Career Opportunities in Mauritius and Employment in Mauritius.

For more information about IBM Mauritius and its global initiatives, visit the main website: https://mauritiusjobsearch.com.

Key Responsibilities

  • Develop and execute a comprehensive customer experience strategy that aligns with IBM’s brand values and business goals.
  • Map end‑to‑end customer journeys, identify pain points, and implement data‑driven improvements.
  • Lead a multidisciplinary team of analysts, designers, and support staff to deliver consistent service quality.
  • Collaborate with sales, marketing, and technical teams to ensure a unified approach to client engagement.
  • Monitor key performance indicators such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and churn rates, providing regular reports to senior leadership.
  • Implement feedback loops and voice‑of‑customer programs to capture real‑time insights.
  • Drive the adoption of digital tools, including AI‑powered chatbots and self‑service portals, to enhance efficiency.
  • Ensure compliance with data privacy regulations and IBM’s internal governance standards.

Required Skills

  • Strong analytical mindset with the ability to translate data into actionable strategies.
  • Excellent communication and stakeholder management skills.
  • Proficiency in customer experience platforms (e.g., Qualtrics, Medallia) and CRM systems.
  • Leadership experience in managing cross‑functional teams.
  • Knowledge of IT service delivery models and digital transformation trends.
  • Ability to work in a fast‑paced, multicultural environment.

Education

A Bachelor’s degree in Business Administration, Marketing, Information Systems, or a related discipline is required. Advanced certifications in Customer Experience Management, such as CXPA or Six Sigma, are considered a strong advantage.

Experience

Candidates must have a minimum of five years of progressive experience in customer experience or service delivery roles within the technology sector. Prior experience in a multinational corporation and a proven track record of improving customer satisfaction metrics are essential.

Salary

The compensation package ranges from SSP 800,000 to SSP 1,200,000 annually, commensurate with experience and qualifications. The package includes performance‑based bonuses and a comprehensive benefits suite.

Benefits

  • Competitive health and wellness plans.
  • Retirement savings scheme with company matching.
  • Generous paid time off and holiday entitlement.
  • Professional development allowance.
  • Employee assistance program.

Training

  • Onboarding program covering IBM’s culture, tools, and processes.
  • Continuous learning opportunities through IBM’s internal learning platform.
  • Access to industry conferences and certification courses.

Working Environment

IBM Mauritius offers a modern, collaborative workspace equipped with the latest technology. Employees benefit from flexible working arrangements, including remote work options, fostering a healthy work‑life balance. The company promotes an inclusive culture where diverse perspectives are valued and innovation thrives.

Application Process

Interested candidates should submit their application through IBM’s online portal. The process includes an initial screening, a competency‑based interview, and a final interview with senior leadership. For additional resources on regional opportunities, visit https://www.mozambiquejobsearch.com/.

Equal Opportunity Statement

IBM Mauritius is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of race, gender, age, religion, disability, sexual orientation, or any other protected characteristic. All qualified applicants will receive consideration for employment without discrimination.

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