Customer Value Chain Manager
| Location | Kampala, Uganda |
| Date Posted | April 23, 2026 |
| Category |
Customer Service
Management |
| Job Type |
Full-time
|
| Currency | UGX |
Description
JOB DETAILS:
About the Role
We are seeking a dynamic Customer Value Chain Manager to transform our internet connectivity services into meaningful, high-value customer relationships. You will own the end-to-end customer journey—from onboarding to service delivery —ensuring seamless experiences, strong revenue performance, and long-term customer loyalty.
Key Responsibilities
- Drive customer retention strategies and proactively reduce churn
- Monitor and optimize customer value, revenue performance, and billing accuracy
- Implement initiatives to reduce payment delinquency and improve collections
- Continuously improve the end-to-end customer journey and service experience
- Lead the adoption of Value-Added Services (VAS) to grow ARPU
- Lead collaborative efforts across Commercial, Technical and Customer Experience teams to meet customer’s expectations
- Manage and align customer communication strategies
KPIs
- Customer Retention Rate
- ARPU growth
- Collection efficiency / delinquency rates
- Customer satisfaction (CSAT/NPS)
- VAS (Value Added Services) adoption rates
- Billing accuracy and dispute resolution time
What We’re Looking For
- Bachelor’s degree in Finance, Marketing or a related field
- 5+ years’ experience in telecom/ISP operations, billing or customer retention & value management
- Strong analytical skills with experience in CRM, data analytics and reporting tools
- Proven ability to drive cross-functional collaboration
- Customer-centric mindset with a focus on operational excellence
Why Join Us
- Opportunity to shape the customer experience strategy
- Work in a fast-growing, technology-driven environment
- Play a key role in driving revenue growth and customer satisfaction
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