Online Reporter
Online Reporter
Marketing and customer experience executive, Ms Farayi Mangwende, has been elected president of the Customer Experience Association of Zimbabwe (CXAZ).
She was elevated during the organisation’s eighth Customer Experience Convention and Elective annual general meeting recently.
She takes over from Ms Tinotenda Musahapaidze.
Ms Mangwendne brings more than 30 years of experience in marketing, communications and customer experience to the helm of CXAZ.
She currently serves as the group marketing and strategy coordination executive at First Mutual Holdings Limited, where she provides strategic direction across the group’s operations in Zimbabwe, Mozambique and Botswana.
Her portfolio includes oversight of customer experience, brand management, stakeholder engagement, corporate affairs and strategy execution.
Her election comes at a time when customer experience has become a defining factor in competitiveness across sectors, from banking and insurance to retail and hospitality.
Industry players say her extensive background in high-level strategy, communication and customer-centric transformation positions her well to steer CXAZ through its next phase of growth.
Said CXAZ secretary-general Dr Rinos Mautsa: “The election of the new CXAZ president arrives at a pivotal moment. By prioritising training, partnerships, and culture change initiatives, we can elevate Zimbabwe from seventh to a top-three regional ranking, while also expanding the BPO sector to create jobs and enhance service quality.
“Addressing low service ratings will elevate Zimbabwe’s competitiveness and drive economic growth and resilience.”
Over the course of her career, Ms Mangwende has held senior roles in several major organisations, including African Sun Limited, Dairibord Zimbabwe Limited and Century Holdings.
She has led major rebranding exercises, driven organisational culture shifts and guided crisis communication efforts in both private and public institutions.
Her leadership record has earned international recognition.
In 2011, she was selected as one of 33 emerging women leaders globally to participate in the Fortune 500/US State Department/Vital Voices Global Women’s Mentoring Programme in Washington DC.
As the incoming CXAZ president, Ms Mangwende is expected to focus on strengthening professional standards, advancing customer experience education and promoting collaboration across industries to elevate service delivery in Zimbabwe.
