Head of Customer Experience

Skillset Limited

Location: Abuja, Nigeria | Job Type: Full-time, Hybrid (In-Person + Remote)

Experience Level: Senior Level

Company Overview:

Our client is a diverse group of companies operating in multiple industries and is seeking a highly experienced and dynamic Head of Customer Experience to lead and elevate their customer engagement outcomes and overall success across all business units.

Job Summary:

The Head of Customer Experience will be responsible for overseeing all customer service activities across the group of companies. This senior-level role involves developing and implementing customer service strategies, managing a team of customer service professionals, and ensuring the delivery of exceptional customer experiences. The successful candidate will work closely with other departments to align customer service initiatives with overall business objectives and will play a crucial role in maintaining and enhancing the company's reputation for outstanding customer support.

Key Responsibilities:

Leadership and Strategy:● Develop and implement comprehensive customer service strategies to improve customer satisfaction and loyalty.● Lead, coach, and mentor a team of customer service professionals, fostering a high-performance culture.● Set and monitor KPIs to measure and improve the effectiveness of customer service operations.

Customer Experience Management:
● Ensure the delivery of a consistent and exceptional customer experience across all touchpoints.● Address escalated customer issues and complaints, providing timely and effective resolutions.● Gather and analyze customer feedback to identify opportunities for improvement in products and services.

Operational Excellence:
● Streamline customer service processes and workflows for greater efficiency and effectiveness.● Implement and leverage customer service technologies and CRM systems to enhance service delivery.● Collaborate with other departments to ensure customer service initiatives support overall business goals.

Training and Development:
● Design and implement training programs to enhance the skills and knowledge of the customer service team.● Promote a customer-centric culture throughout the organization.

Reporting and Analysis:
● Prepare and present regular reports on customer service performance to senior management.● Analyze customer service metrics to identify trends and areas for improvement.

Qualifications:

● Bachelor's degree in Business Administration, Marketing, or a related field. A Master's degree is a plus.● At least 10 years of experience in customer service with at least 5 of those years in senior leadership role, preferably within a corporate environment.● Certification in Customer Service will be a plus.● Strong sales/business acumen and should have some experience in the Sales Process.● Must be familiar with Digital marketing strategies and understand how to connect customer services to sales.● Must be Digitally minded and familiar with working in a tech-driven B2C environment.● Must be comfortable supporting service teams from diverse background across the country.● Strong leadership and team management skills with the ability to inspire and motivate others.● Excellent communication and interpersonal skills.● Proficiency in customer service software, CRM systems, and other relevant technologies.● Analytical and problem-solving skills with a data-driven approach to decision-making.● Strong organizational and multitasking abilities.● Knowledge of AI tools and digital technology to improve customer service operations.
Equal Opportunity Employer: Our client is an equal opportunity employer and values diversity in its workforce.

What the Client Offers:

● Competitive salary and benefits package.● Opportunity to work with a dynamic and innovative team.● Flexible working conditions with a hybrid work model.

How to Apply (you will need about 15-20 mins)

This stage of the application process is very seamless and flexible. All you need is your device with a working camera (phone or laptop) and internet.
● Fill in your details below● Answer some interview questions (plan for about 15-20 Minutes)● Some of the questions involve recording your Videos● Upload your CV● And that's it. Submit.

Please Keep in Mind

● You should respond to all questions in English.● Keep your responses brief. Video and audio answers should also be brief and straight to the point.● Text answer should consist of a few sentences only.● You have just 1 retake available for video and audio questions i.e. if you are not happy with your response, you can retake it.● Please start this process when you can allocate at least 20 mins.

If you have any issues with uploading your videos, try using your mobile data connection. If the issues persist, contact our support via email moc.detimilteslliks%40ofni

Good luck - we look forward to your application and to meeting you in person!

Answer these questions to complete the application:
● Please select your current Location● Mention the Cities in Nigeria that you have worked and how many years in each - separate with comma - (E.g. Lagos 5 years, Kano 4 years, Owerri 5 years)● Years of actual experience in Project Management● Rate your Digital Expertize - Actual Hands-On Experience with Digital Technology and Digital Tools for Project Management● Describe your responsibilities in your most recent job in not more than TWO SENTENCES● Mention ALL the Digital Tools you have worked with over time. Separate with Commas.● Do you have any Sales / Business Experience?● If yes, how many years of actual sales experience and describe your exact role.● What Project Management Certification do you have?● Have you completed any Project Management Training in any form? Please state the name and date.● Which do you prefer - Remote Work or In-Person?● A lot of small businesses do not have formal registration and that hinders them from accessing required funding and support. Your company wants to launch a project to address this issue. You have been selected as the lead project manager. Describe the steps you would go through to ensure this process is a success.● The project was approved and has commenced. You observed that there are too many powerful stakeholders to satisfy. During the planning phase, what measures would you put in place to ensure that all stakeholders are well managed.● From your experience, what is the best way to monitor and control a project to achieve its stated objectives?● If you are manage a critical project remotely, describe the various activities and measures you would put in place to ensure success of all your projects?● From your experience, what are the top 3 reasons that projects fail in Nigeria and what will you do to ensure that you navigate such issues?● Upload your CV

Complete your application