About Us

Safaricom Telecommunications Ethiopia Plc is a company supporting Ethiopia’s digital transformation. As a member of the Vodacom family, we have a wealth of experience connecting over 334 million people globally and over 180 million people in Africa across our network. We look forward to partnering with Ethiopians as we build a new network in Ethiopia.

We are setting the groundwork in readiness for the launch of our services next year and are looking to work with purpose-led teams that put the community at the heart of service.

Safaricom Ethiopia is offering a wide range of careers, whether you’re looking to join our technology, commercial or corporate teams. If you would like a challenge and the promise of a digital future for the people of Ethiopia, we are looking for you. 

We are pleased to announce the following vacancy for Customer Experience Training Manager in Customer Experience Function in Ethiopia. In keeping with our current business needs, we are looking for a person who meets the criteria indicated below.

Detailed Description

Reporting to the EHOD – Customer Experience, the position holder shall be to responsible for customer experience capability development; best practice training certifications, learning needs assessments and development of effective of training programs; knowledge management and competency directories.

Job Responsibilities

• Design and create effective training solutions that enhance the business' customer excellence culture.
• Collaborate with business unit leaders and HRBPs to understand business goals and to build employee capability development strategies
• Conduct training needs assessment, recommending and implementing programs to support key skill areas.
• Administer capability development processes which focus on building bench strength to meet current and future business needs.
• Setting up and running best in class CX Training Centers and lead a team of professional trainers to deliver highly credible and motivational learning interventions.
• Design, develop and manage unique programs, tools and delivery methods that effectively meet the needs of the business, and determine best delivery and media methods based on coursework and audience
• Take a structured approach to managing training plans and projects recognising changing priorities and re-negotiating deadlines accordingly
• Monitor and evaluate training program’s effectiveness, success and ROI and report on them; maintain ownership of the training budget
• Stay alert of and have a keen understanding for new training trends, developments and best practices.
• Translation of all training materials to Ethiopian main languages (Amharic/Oromia/Tigrinya/ Somali)

Job Requirements

• BA Degree in education, human resources, social sciences or relevant field
• Proven work experience as a Training Manager
• Accredited training and coaching certifications from a recognized institution
• Track record in designing and executing successful training programs
• Familiarity with traditional and modern training methods (mentoring, coaching, on-the-job or in classroom training, e-learning, workshops, simulations etc)
• Excellent communication skills (Fluency in 2 major Ethiopian Languages)
• Strong writing and record keeping ability for reports and training manuals.

How to Apply

If you feel that you are up to the challenge and possess the necessary qualification and experience, kindly proceed to update your candidate profile on Ethiojobs.net