Chief, Customer experience at Dangote Industries Limited in Lagos

Position Overview

To head the full scope of customer experience operation, making sure all client requests, questions and concerns are settled in a prompt and specialist manner. This position is in charge of designing and supplying service expertise that leads client fulfillment, commitment, and retention

Duties

• Oversee the day-to-day activities of the full scope of client support ecosystem, which includes the Call Center and regional Service Assist teams.
• Supervise the call-off request operation, making sure compliance to all processing and confirmation SLAs.
• Act as the primary escalation point for sophisticated or sensitive client concerns that require top level management intervention.
• Evaluate client response, service indicators (e.g., First Call Solution, CSAT), and problem practices to recognize and lead systemic enhancements.
• Formulate and execute client support rules, guidelines, and standardized processes across all teams.

Key Interfaces:

Internal: Allocation Organizing Manager, Fleet Team, Business-related Ops Team, Regional Service Managers. External: Primary ally Stations/Clients.

Qualifications

• Bachelor's degree/Master's degree in Business Management or a relevant field.
• 10+ years of expertise in a client support executive function, ideally in a B2B environment.
• Demonstrated expertise designing and coordinating multi-channel client support processes.
• Robust critical thinking with the capability to use data to enhance the customer experience.
• Exceptional empathy, information exchange, and analytical abilities.