Customer Experience Manager

Customer Experience Manager at Torah Holdings Limited

Torah Holdings Limited is a diversified company strategically positioned across key sectors including real estate and property development, investment and financial advisory, as well as communications.

At Torah, we are driven by a commitment to excellence, innovation, and long-term value creation. Our operations are guided by industry expertise and a client-first philosophy that ensures we deliver tailored solutions with measurable impact.

We are recruiting to fill the position below:

Job Position: Customer Experience Manager

Job Location: Abuja (FCT)

Employment Type: Full-time

Department: Customer Experience and Service Delivery

Reports To: Managing Director

Job Summary

• The Customer Experience Manager ensures customers receive excellent service at every stage of their interaction with the company.
• The role involves developing customer service standards, managing customer feedback, resolving escalated complaints, improving customer satisfaction, and building long-term customer loyalty.

Key Responsibilities

• Develop and implement customer experience strategies and service standards.
• Oversee customer interactions across telephone, email, social media, live chat, and other service channels.
• Supervise and support customer service representatives.
• Ensure customer enquiries and complaints are resolved promptly and professionally.
• Handle complex and escalated customer complaints.
• Monitor customer satisfaction and identify areas for service improvement.
• Develop procedures for managing customer complaints, enquiries, and feedback.
• Analyse customer feedback to identify recurring problems and recommend solutions.
• Work with sales, marketing, and operations teams to improve the overall customer journey.
• Develop customer retention and loyalty initiatives.
• Train employees on customer service standards and professional communication.
• Monitor service delivery and ensure compliance with company policies.
• Prepare customer experience reports for management.
• Recommend process improvements to enhance customer satisfaction and operational efficiency.

Requirements

• Interested candidates should possess relevant qualifications and experience.