Head, Customer Experience at Birdview Group

Birdview Group was conceived as an emissary of change, whose assignment is to inspire the image, lifestyle, disposition, and attitude of people towards due actualization of their desires. We seek to use media, communications, travels and tours to ignite hope, motivating people to reach out for their dreams and become the best they can be.

We are recruiting to fill the position below:

Job Title: Head, Customer Experience

Location: Lagos
Job Type: Full-time

Role Overview

• As the Head of Customer Experience, you will be the driving force behind cultivating a customer-centric culture throughout our organization.
• Your role will involve strategic planning, designing customer journey maps, implementing initiatives, and leading a team to ensure that every touch point with our customers reflects our commitment to excellence.

Key Responsibilities

• Develop and execute the overall customer experience strategy in alignment with the company's mission and goals.
• Lead, mentor, and inspire a team of dedicated customer experience professionals.
• Collaborate with cross-functional teams to ensure consistent messaging and seamless customer interactions across all channels.
• Analyze customer feedback and data to identify pain points, trends, and opportunities for improvement.
• Implement innovative solutions to enhance customer satisfaction, loyalty, and retention.
• Create and monitor KPIs to measure the effectiveness of customer experience initiatives.
• Stay up-to-date with industry trends and best practices to continuously innovate our customer experience offerings.
• Deescalating customer issues

Qualifications

• Bachelor's Degree in relevant field. Master's Degree preferred.
• Proven 5+ years of experience in customer experience, 2+ years in a leadership or managerial role.
• Strong understanding of customer journey mapping and touch point optimization.
• Excellent analytical skills with the ability to translate data into actionable insights.
• Exceptional communication and interpersonal skills.
• Creative problem solver with a track record of implementing successful CX initiatives.
• Proficiency in relevant tools / software / platforms.

Application Closing Date
Not Specified.