Description:

Job Title: Head, Customer Fulfilment

Location: Lagos

Key Responsibilities

Customer Experience Strategy Development:

Develop and implement comprehensive customer experience strategies to enhance customer satisfaction, loyalty, and retention.
Align customer experience initiatives with the company’s mission and strategic goals.

Team Leadership and Development:

Build and lead a high-performing customer experience team.
Provide guidance, mentorship, and professional development opportunities to team members.
Foster a culture of continuous improvement and customer-centricity within the department.

Customer Feedback Management:

Design and implement systems to collect, analyze, and act on customer feedback.
Utilize customer insights to drive continuous improvements and innovation.

Customer Journey Optimization:

Map and analyze the entire customer journey, identifying pain points and opportunities for enhancement.
Collaborate with cross-functional teams to ensure a seamless and delightful customer experience across all touchpoints.

Customer Support Operations:

Oversee the operations of customer support channels, including email, phone, live chat, and social media.
Ensure timely and effective resolution of customer inquiries and issues.

Process Improvement and Efficiency:

Design and optimize customer service processes and systems for efficiency and effectiveness.
Implement best practices and innovative solutions to enhance service delivery.

Customer Communication:

Develop and implement communication strategies to keep customers informed and engaged.
Craft clear and compelling customer communication materials, including emails, FAQs, and knowledge base articles.

Performance Measurement and Reporting:

Establish and track key performance indicators (KPIs) to measure the success of customer experience initiatives.
Provide regular reports and insights to the executive team on customer experience performance.
Continuously interpret and provide reports from insights on customer engagements and behavior.

Cross-functional Collaboration:

Work closely with product development, marketing, sales, and IT teams to align customer experience efforts with business objectives.
Ensure that customer feedback is integrated into product and service improvements.

Skills, Qualifications and Experience

• B.Sc Degree in Business Administration, Marketing, Customer Experience Management, or a related field.
• MBA desirable
• Minimum of 8 years of experience in customer experience management, with at least 5 years of experience in a leadership role, managing and developing high-performing customer service or experience teams.
  PMP certification desirable.
• Excellent writing and oral communication skills, including report writing.
• Emotional intelligence.
• Good knowledge of Microsoft tools like Microsoft Office, Word, Excel, and PowerPoint.
• Exceptional leadership and team management skills.
• Ability to work in a fast-paced, innovative tech environment.
• Strategy planning and implementation.
• Organization and time management abilities.
• Meticulous attention to detail and accuracy.
• Ability to multi-task and meet tight deadlines.
• Meticulous attention to detail and accuracy.
• Experience within the tech, fintech, or e-commerce sectors, with an understanding of the company’s market and customer base.

How to Apply
Interested and qualified candidates should send their CV to: hr@mauricexandra.com using the Job Title as the subject of the mail.