Head, Customer Experience at a Shipping Company - Deloitte Nigeria

Deloitte Nigeria - Our client, a Shipping company, is recruiting to fill the position below:

Job Title: Head, Customer Experience

Location: Lagos
Employment Type: Full time

Description

• They are looking to recruit a dynamic and experienced individual to fill the position of Head, Customer Experience.
• The successful candidate will be responsible for developing and implementing strategies to enhance customer satisfaction, loyalty, and retention.
• They will lead a team of customer experience professionals and collaborate with various departments to deliver exceptional customer service and drive business growth.

Responsibilities

• Develop and implement a customer experience strategy aligned with the company's vision and values.
• Collaborate with cross-functional teams to improve customer journey and touchpoints.
• Identify and implement customer satisfaction measurement tools and processes.
• Analyze customer data and feedback to identify trends and areas for improvement.
• Lead customer service training and development programs to enhance customer-facing skills and mindset.
• Stay up to date with industry trends and best practices in customer experience.
• Develop and monitor key performance indicators to assess customer experience performance and drive continuous improvement.
• Collaborate with marketing and sales teams to develop customer loyalty programs and initiatives.
• Manage and resolve escalated customer complaints and issues.

Requirements

• Bachelor's Degree in Business Administration, Marketing, or a related field.
• Minimum of 7 years of experience in customer experience, customer service, or a related role.
• Proven track record of developing and implementing effective customer experience strategies.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Analytical mindset with the ability to interpret data and drive insights.
• Ability to collaborate and influence cross-functional teams.
• Knowledge of customer experience measurement tools and methodologies.
• Familiarity with customer service software and CRM systems.

Application Closing Date
Not Specified.