Role Overview
Our client, an Integrated Information Technology company based in Lagos, is seeking an experienced Customer Experience Manager to strengthen its ICT technical operations. The successful candidate will be responsible for leading the customer experience function, defining service standards, managing customer-facing teams, and ensuring the delivery of exceptional customer experiences across all touchpoints.
Key Responsibilities
- Oversee the hiring, onboarding, orientation, and training of the customer experience team.
- Define, implement, and continuously improve standards and procedures to ensure optimal customer experience.
- Conduct customer surveys and feedback analysis to assess satisfaction with products and services.
- Supervise customer experience team activities to ensure interactions reflect positively on the company’s brand and values.
- Liaise with production, technical, and creative departments to ensure consistent delivery of high-quality products and services.
- Establish and manage effective communication channels between the company and its customers.
- Lead initiatives to restructure and embed a customer-centric culture across the organization.
- Monitor customer service operations to ensure compliance with approved service standards and policies.
- Prepare, manage, and control annual budgets aligned with customer experience objectives.
- Conduct research and studies to identify innovative techniques for improving customer satisfaction and engagement.
- Organize training and development programs to enhance the skills and knowledge of customer experience representatives.
- Oversee product merchandising and service presentation to encourage customer engagement and purchase.
- Utilize Customer Relationship Management (CRM) tools to coordinate, monitor, and analyze customer experience operations.
- Attend seminars, workshops, and conferences to remain current with industry trends and best practices.
Qualifications & Skills
- B.Sc. or HND in a relevant field.
- Minimum of 5 years’ experience in a customer experience role, with at least 3 years in a managerial capacity.
- Relevant professional certifications will be an added advantage.
- Excellent written and verbal communication skills.
- Strong analytical and problem-solving abilities.
- Outstanding presentation and stakeholder engagement skills.
- Proven ability to manage multiple projects simultaneously and meet deadlines.
