Published

Customer Experience Jobs in Africa

475

jobs

The People Practice

Head, Customer Experience

Lagos, Nigeria

Virtual Tribe Africa

Product And Customer Experience Manager

Ibadan, Nigeria

Equity Afia

Customer Experience Executives / Front Office - Saika

Nairobi, Kenya

Nomba

Customer Success Associate (Hausa Speaking)

Lagos, Nigeria

Gap Recruitment Services

Sales Executive - Automotive Spares Parts

Nairobi, Kenya

Mopheth Nigeria Limited

Master Barista

Lagos, Nigeria

Flutterwave

Manager, Enhanced Due Diligence & Investigations

Lagos, Nigeria

3Line Card Management Limited

Service Manager

Lagos, Nigeria

Microsoft

Account Executive - Financial Services Industry (FSI)

Lagos, Nigeria

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KCB Group

Product Development Manager, Digital Channels

Nairobi, Kenya

Head, Customer Experience

Closing: Apr 13, 2024

2 months remaining

Published: Feb 14, 2024 (11 days ago)

Job Requirements

Education:

Work experience:

Language skills:

Job Summary

Contract Type:

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Qualifications
  • Bachelor's Degree in Business, Marketing, or a related field; Master's degree preferred.
  • Minimum of 7 years of experience in customer experience roles, with a focus on strategy development and implementation
  • Proven track record of successfully implementing strategic initiatives that enhance overall customer satisfaction and loyalty.

Must have skills:

  • Strong analytical and problem-solving skills, with the ability to leverage data for strategic decision-making.
  • Excellent leadership, communication, and interpersonal skills.
Responsibilities
Qualifications
  • Bachelor's Degree in Business, Marketing, or a related field; Master's degree preferred.
  • Minimum of 7 years of experience in customer experience roles, with a focus on strategy development and implementation
  • Proven track record of successfully implementing strategic initiatives that enhance overall customer satisfaction and loyalty.

Must have skills:

  • Strong analytical and problem-solving skills, with the ability to leverage data for strategic decision-making.
  • Excellent leadership, communication, and interpersonal skills.
  • Our client is looking to hire a Customer Experience Head who will play a pivotal role in shaping and executing their customer-centric strategies.
  • This leadership position requires a seasoned professional with a minimum of 7 years of experience, preferably within both customer experience and strategic roles.
  • S/he will be responsible for driving initiatives that elevate the overall customer journey, ensuring a seamless and positive experience across all touchpoints.

Duties
Strategic Vision:

  • Develop and execute a comprehensive customer experience strategy aligned with the company's overall business objectives.
  • Lead the strategic planning for customer engagement, retention, and satisfaction.

Cross-Functional Collaboration:

  • Collaborate with executive leadership and other departments to integrate customer experience strategies into the broader organizational strategy.
  • Work closely with product, engineering, marketing, business development, and UX teams to ensure a unified and strategic approach to customer experience.

Customer Feedback and Insights:

  • Oversee the Interactions with customers via our Freshdesk platform.
  • Collect, track and analyze customer feedback develop structures to foster improvements based on the insights gathered – help measure metrics such as NPS to gauge how the brand is performing on CX performance parameters.
  • Develop mechanisms for collecting and analyzing customer feedback to extract actionable insights.
  • Utilize customer insights to inform strategic decisions and drive improvements across the organization.
  • Takes a consultative approach in helping customers overcome issues and achieve their goals.

Performance Metrics:

  • Establish key performance indicators (KPIs) to measure the success of customer experience initiatives.
  • Regularly analyze data and feedback to identify areas for improvement and optimization.

Technology Integration:

  • Evaluate and implement innovative technologies to enhance customer interactions, ensuring a seamless and technologically advanced customer experience.
  • Work closely with the technology teams to align customer experience goals with technical capabilities.

Leadership and Team Development:

  • Lead and mentor a team of customer experience associates, fostering a culture of excellence and continuous improvement.
  • Provide strategic guidance to the team in addressing complex customer challenges.

Reporting and Analysis:

  • Prepare and submit comprehensive customer experience reports on a weekly and monthly basis.
  • Provide strategic recommendations based on the analysis of customer feedback and performance metrics.

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