Customer Experience Manager at Nicole Sinclair

Nicole Sinclair is a human resource consulting firm in Lagos Nigeria, set up to help African businesses maximize their vision and achieve their highest potential through Effective Human Talent attraction while developing the relevant processes to provide the Most Effective HR structures to achieve business goals. Our Vision is to become one of the strongest one- stop HR firm for empowering business progress and performance for organizations in Nigeria/ Africa.

Job Title: Customer Experience Manager

Location: Lagos,

Employment Type: Full-time

Job Description

• The Customer Experience Manager plays a pivotal role in building a team in ensuring exceptional service delivery and satisfaction across our platform. The job holder will build and lead a team dedicated to enhancing positive customer experience and customer interactions, customer satisfaction, resolving issues promptly, and driving continuous improvements to our service offerings.

Key Responsibilities
Customer Relationship Management:

• Build and nurture strong relationships with key customers, understanding their needs, challenges, and preferences.
• Serve as the primary point of contact for escalated customer issues and concerns, ensuring swift resolution and maintaining customer satisfaction.

Team Leadership and Development:

• Lead, mentor, and motivate a team of customer service representatives, fostering a culture of excellence, teamwork, and accountability.
• Provide ongoing training and development opportunities to enhance team members’ skills in customer service, problem-solving, and communication.

Operational Excellence:

• Oversee the end-to-end customer experience journey, identifying areas for improvement and implementing strategies to streamline processes and enhance efficiency.
• Collaborate with cross-functional teams to optimize service delivery, leveraging technology and data-driven insights to drive operational excellence.

Quality Assurance and Performance Monitoring:

• Establish and maintain quality assurance standards for customer interactions, ensuring adherence to company policies and service level agreements.
• Monitor key performance indicators (KPIs) and metrics to assess team performance and customer satisfaction levels, implementing corrective actions as needed.

Customer Feedback and Insights:

• Develop mechanisms to gather and analyze customer feedback, leveraging insights to inform product enhancements, service improvements, and strategic decision-making.
• Regularly communicate customer insights and trends to relevant stakeholders, driving a customer-centric approach to business development and innovation.

Expansion and Growth Initiatives:

• Support the company’s expansion efforts into new African countries, collaborating with cross-functional teams to ensure seamless integration of customer experience operations.
• Identify opportunities to enhance our service offerings and differentiate our brand in the market, contributing to the company’s growth and market leadership.

Qualifications

• Bachelor’s degree in business administration, marketing, or a related field; advanced degree preferred.
• Minimum of 5 years of proven experience in a customer experience or customer service leadership role, preferably within the logistics or technology industry.
• Strong leadership and team management skills, with a track record of building high-performing teams and driving results.
• Excellent communication, interpersonal, and problem-solving skills, with a customer-centric mindset.
• Ability to thrive in a fast-paced, dynamic environment and drive continuous improvement initiatives.
• Knowledge of logistics operations and familiarity with relevant technology platforms is a plus.
• Fluency in English; proficiency in other local languages is advantageous.

Application Closing Date
8th September, 2024

How to Apply
Interested and qualified candidates should send their CV to: r[email protected] using the job title as the subject of the mail.