Customer Experience Lead

Location: Ikoyi, Lagos

Salary: ₦300,000 – ₦600,000

Employment Type: Full-time

We are looking for a Customer Experience & Service Lead who is polished, articulate, empathetic, and commercially minded, with the ability to build strong customer relationships while improving service delivery.

The successful candidate will lead customer experience initiatives, manage key client relationships, oversee service delivery, handle escalations, and identify opportunities to improve the overall customer journey and retention.

This role requires a strong combination of customer service, relationship management, leadership, communication, commercial awareness, and problem-solving skills.

• Develop and implement customer experience and service strategies.
• Manage key customer and client relationships, ensuring consistent service delivery.
• Lead client engagement, communication, complaint handling, and issue resolution.
• Manage escalations and ensure customer concerns are resolved promptly and professionally.
• Develop initiatives that improve customer retention, satisfaction, and commercial growth.
• Monitor customer feedback and identify opportunities to improve the customer journey.
• Work closely with internal teams to maintain high service standards and resolve cross-functional issues.
• Coach and develop customer service teams, setting clear expectations and performance standards.
• Support departmental planning, performance monitoring, and risk management.
• Prepare customer experience reports and provide insights to management.
• Use customer and business data to identify trends and support decision-making.
• Maintain strong stakeholder relationships across different levels of the organization.
• Apply knowledge of relevant products and industry practices to improve customer service and engagement.
  

• Bachelor’s degree in Business Administration, Marketing, Communications, Hospitality Management, or a related field.
• Minimum 5 years of relevant experience in customer experience, customer service, client relationship management, account management, or a similar role.
• Proven experience managing customer relationships, complaints, escalations, and service delivery.
• Strong leadership and people-management experience.
• Excellent written and verbal communication skills.
• Strong stakeholder management and relationship-building abilities.
• Excellent negotiation, problem-solving, and conflict-resolution skills.
• Good commercial awareness, particularly around customer retention and relationship growth.
• Ability to work effectively with senior management and cross-functional teams.
• Strong analytical, reporting, and decision-making skills.
• Familiarity with CRM and customer experience management tools.
• Proficiency in Microsoft Office and other relevant business applications.
• Experience in oil & gas, technology, SaaS, or professional services is an added advantage.
  

Apply Here: https://loudinsight.com/job/6ab244990bd832d1a770e5ec