Customer Experience Senior Manager
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Job Location:
Monthly Salary:
Posted on:
22-10-2025
Vacancies:
1 Vacancy
Job Summary
SmallSmall Technology
SmallSmall Technology is a forward-thinking company transforming the real estate rental and e-Commerce market with flexible affordable living solutions across Nigeria. and nbsp;
About the Customer Experience Senior Manager Role
We are sourcing for a candidate to join our team as a and nbsp;Customer Experience Senior Manager and nbsp;at SmallSmall. You will play a crucial role in addressing the needs of our customers and customer experience team. You will manage communication through multiple channels resolve issues and maintain customer satisfaction by designing and implementing customer service standards and guidelines to ensure consistent and exceptional service delivery.
What Youll Do
As the and nbsp;Customer Experience Senior Manager:
- Handle and resolve customer complaints effectively by obtaining and evaluating relevant information. Provide appropriate solutions within the specified timeframes and ensure customer satisfaction.
- Collaborate with cross-functional teams such as marketing sales product development and the customer service team to align customer experience efforts with business goals and objectives.
- Ensure customer service teams are equipped with the right tools and technology (e.g. CRM systems chatbots) to handle queries efficiently.
- Analyse customer feedback surveys and data to identify customer pain points and different ways to improve the customer journey and create a positive experience.
- Monitor and measure key performance indicators (KPIs) related to customer satisfaction retention and loyalty providing regular reports and insights to senior management and stakeholders.
- Design and implement customer service standards and guidelines to ensure consistent and exceptional service delivery for building customer relations.
- Provide training to customer service staff on new products features and company policies.
- Ensure compliance with data protection and privacy laws when handling customer data and communication.
- Lead initiatives to scale customer service teams as the company grows implementing new technologies such as AI-driven customer support or expanding to global support systems.
- Prepare detailed reports for executive leadership on customer service trends key issues and proposed solutions.
Who You Are
Were looking for someone who meets the following qualifications:
Minimum Requirements
- 10 years of experience in customer service customer experience management or a related field.
- A minimum of a Bachelors degree in business administration marketing business management communications or a related field.
- Expertise in the real estate and e-commerce industries(added bonus).
- Sales experience with a focus on meeting quotas and generating leads.
- Proficiency in CRM software and customer service management tools.
- Leadership abilities the ability to multitask and manage time effectively in a fast-paced environment.
- Strong communication problem-solving skills and interpersonal skills with a focus on providing effective solutions and ensuring customer satisfaction.
Benefits
- Health insurance (Confirmed Staff).
- Hybrid working model.
- Opportunities for professional growth.
- Collaborative and supportive team environment.
- An opportunity to be part of a mission-driven company transforming the housing market in Nigeria.
Application Instructions
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Company Industry
IT Services and IT Consulting
Key Skills
- Bilingual
- Linux Administration
- Documentation
- LNG
- Entry Level Finance
