Customer Experience Manager

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.