Customer Experience Executive

Job Title Customer Experience Executive

Location

New Oko Oba, Lagos

Employment Type Full-time

Job Purpose

• The Customer Experience Executive is responsible for developing, coordinating and continuously improving the customer experience across all business units of the Group.
• The role ensures consistent service standards, strengthens customer relationships, drives customer satisfaction and loyalty, and works collaboratively with the Strategic Business Units to deliver a seamless, premium customer experience that supports business growth and brand reputation.

Key Responsibilities

Customer Experience Strategy:

• Develop and implement customer experience initiatives across the Group.
• Promote a customer-centric culture throughout the organisation.
• Standardize customer service processes across all business units.
• Recommend improvements that enhance customer satisfaction and operational efficiency.

Customer Relationship Management:

• Build and maintain strong relationships with residential, commercial, corporate and institutional customers.
• Oversee the administration and optimization of the Customer Relationship Management CRM system.
• Monitor customer engagement and recommend customer retention strategies.
• Conduct periodic customer satisfaction surveys and service reviews.

Service Quality & Customer Support:

• Monitor customer service standards across all service channels and business units.
• Coordinate the timely resolution of customer complaints and service recovery actions.
• Work with Business Managers to improve service quality and customer responsiveness.
• Ensure service commitments and customer expectations are consistently achieved.

Customer Insights & Continuous Improvement:

• Analyse customer feedback, complaints and service trends.
• Prepare customer experience reports and recommend corrective actions.
• Identify opportunities for process improvement and innovation.
• Monitor customer satisfaction metrics and benchmark performance against industry best practices.

Collaboration & Business Support:

• Work closely with Business Development to improve customer acquisition and retention.

• Collaborate with Information Technology to enhance digital customer engagement platforms.

• Support the rollout of new service offerings and customer service initiatives.

• Provide customer experience training and coaching for frontline employees across the Group.

• Key Performance Indicators KPIs

• Customer Satisfaction Score CSAT

• Customer Retention Rate

• Net Promoter Score NPS

• Complaint Resolution Time

• Customer Complaint Closure Rate

• Repeat Business Rate

• Customer Referral Rate

• Service Quality Compliance

• CRM Data Quality

• Customer Experience Improvement Initiatives Implemented

• Qualifications & Experience

• Bachelor's Degree in Business Administration, Marketing, Customer Relationship Management, Hospitality Management or a related discipline.

• Professional certification in Customer Experience, Customer Service or CRM is an added advantage.

• 4–6 years experience in customer experience, customer service or client relationship management.

• Experience in a multi-service organisation, hospitality, logistics, facility management or premium service environment is highly desirable.

• Proficiency in CRM platforms, Microsoft Office and customer engagement technologies.

• Core Competencies

• Customer Experience Management

• Customer Relationship Management CRM

• Service Quality Management

• Complaint Resolution & Service Recovery

• Data Analysis & Customer Insights

• Communication & Stakeholder Engagement

• Coaching & Team Development

• Process Improvement

• Problem Solving

• Results Orientation

• Authority

• The Customer Experience Executive is authorized to coordinate customer experience programmes across the Group, investigate and resolve customer service issues, recommend service improvements, administer customer satisfaction initiatives, coordinate customer feedback mechanisms, and work with Business Managers to implement approved customer experience standards and service excellence initiatives.

• Strategic Role

• The Customer Experience Executive serves as the Groups champion for customer excellence, ensuring that every customer interaction reflects the Companys commitment to quality, professionalism and reliability.

• By working across both Strategic Business Units and Corporate Services, the role helps create a consistent customer experience, strengthens brand loyalty, supports customer retention and contributes directly to the Groups sustainable growth and competitive advantage.

• Preferred Candidate Profile

Preference will be given to candidates who have:

• Proven experience managing customer experience across multiple business functions.
• Strong knowledge of CRM systems, customer journey mapping and service quality management.
• Excellent interpersonal, presentation and