Head, Customer Experience

Avetiumconsultltd

Job Location:

Lagos - Nigeria

Monthly Salary: Not Disclosed

Experience Required: 5years

Posted on: 8 days ago

Vacancies: 1 Vacancy

Job Summary

Key Respnsibility
Develop and implement the organizations customer experience strategy.

Design and optimize end-to-end customer journeys from onboarding to renewal.

Lead customer retention adoption and loyalty initiatives.

Establish Voice of Customer (VoC) programs and leverage customer insights to drive improvements.

Monitor customer satisfaction service quality and SLA performance.

Build and maintain executive-level relationships with key customers.

Collaborate with Sales Product Marketing and Service Delivery teams to enhance customer outcomes.

Lead mentor and develop high-performing customer-facing teams.

Drive customer advocacy account growth and expansion opportunities.

Requirements

Requirement
Bachelors Degree in Business Administration Marketing Information Technology Computer Science or a related field.

MBA or Masters Degree in Customer Experience Management Strategic Management or a related discipline is an advantage.

1015 years of progressive experience in Customer Experience Customer Success Service Delivery or Account Management.

Minimum of 58 years in a senior leadership role managing customer-facing teams.

Proven experience within a Technology Solutions or IT Services.

environment.

Experience managing enterprise customer portfolios and customer transformation initiatives.

Required Education:

Bachelors Degree in Business Administration Marketing Information Technology Computer Science or a related or Masters Degree in Customer Experience Management Strategic Management or a related discipline is an advantage.1015 years of progressive experience in Customer Experience Customer Success Service Delivery or Account of 58 years in a senior leadership role managing customer-facing experience within a Technology Solutions or IT Serv

Key RespnsibilityDevelop and implement the organizations customer experience strategy. Design and optimize end-to-end customer journeys from onboarding to renewal.Lead customer retention adoption and loyalty initiatives.Establish Voice of Customer (VoC) programs and leverage customer insights to dri...