Customer Experience Lead
Job Description
A construction firm is looking to hire a Customer Experience Lead that can help with the development of strategies to improve customer satisfaction and retention
Location: Lagos
Industry: Construction
Key Requirements
- B.Sc./HND in Business Administration, Marketing, Communications or related field
- 4+ years’ experience in customer service, customer experience or related roles
- 1–2 years’ supervisory or team-lead experience
- Strong knowledge of customer service principles and CRM systems
- Excellent communication and interpersonal skills
- Strong problem-solving and conflict-resolution abilities
Key Responsibilities
- Lead and coordinate the customer experience team
- Develop strategies to improve customer satisfaction and retention
- Monitor feedback and identify recurring service issues
- Handle escalated customer complaints
- Establish and monitor customer service standards and KPIs
- Analyse customer experience data and recommend improvements
- Work with sales, logistics and warehouse teams to resolve customer issues
