Customer experience Manager at OVM Consulting Services (2 Openings) in Nigeria

Explanation

We are seeking a initiative-driven and service-oriented Customer experience Manager to head our customer experience programs. The preferred candidate will oversee a team, ensure client fulfillment, and boost retention through top-notch support and connection management.

Primary duties

• Oversee the client support team, making sure premium quality assist and customer satisfaction.
• Formulate and execute customer experience plans to grow retention and relation.
• Manage escalated client questions, service issues, and response promptly and competently.
• Track and evaluate client engagements to recognize practices and zones for advancement.
• Educate, mentor, and inspire group members to meet effectiveness and service targets.
• Work alongside sales, promotion, and processes teams to guarantee smooth client journeys.
• Organize and show consistent documentation on customer experience indicators for executive review.
• Preserve a strong insight of our cosmetic goods to offer precise guidance and initiatives.

Qualifications

• At least Higher national diploma / Bachelor's degree in any relevant field (Business, Communications, Promotion, etc.).
• 3+ years of expertise in client support or customer relations, with a minimum of 1 year in a leadership position.
• Effective guidance and team leadership abilities.
• Clear articulation, interpersonal, and issue resolution abilities.
• Competence in MS Workspace and client engagement management (CRM) resources.
• Expertise in cosmetics, in-store, or the beauty industry is a plus.