Regional Customer Experience Manager at Dangote Group

Dangote Group is one of Nigeria’s most diversified business conglomerates with a hard – earned reputation for excellent business practices and products’ quality with its operational headquarters in the bustling metropolis of Lagos, Nigeria in West Africa.

Job Title: Regional Customer Experience Manager

Location: Lagos

Job type: Full-time

Job Summary

• To manage the regional Service Support team and own the customer experience within a specific geographical area.
• This role ensures the quality resolution of all customer issues and acts as the bridge between regional partners and the central command.

Responsibilities

• Handle complex customer issues that cannot be resolved by the Service Support Supervisors.
• Manage, coach, and oversee the daily workload, case management, and performance of the regional team of Service Support Supervisors and Officers.
• Prepare and present regular reports on regional service trends, challenges, team performance, and customer sentiment to the Head of Customer Success.
• Provide actionable feedback to central operations based on on-the-ground intelligence to drive service improvements.

Requirements

• B.Sc Degree in Business Administration or a related discipline.
• 5-7 years of experience in customer service, with at least 2 years in a team lead or supervisory role.
• Direct experience in Nigeria’s downstream oil and gas retail sector is mandatory.
• Strong understanding of customer service principles and practices.
• Excellent leadership, coaching, and conflict resolution skills.
• Willingness to travel within the designated region.

Key Interfaces:

• Internal: Head of Customer Success, Service Support Supervisors, Key Partner Stations.
• External: Customers within the region.

Application Closing Date
Not Specified.

How to Apply: Interested and qualified candidates should Click here to apply online