Customer Experience Analyst at Estrada International Staffing Solutions

Estrada International Staffing Solutions (EISS) is a leading HR consulting and talent solutions firm dedicated to helping organizations attract, develop, and retain exceptional talent. We provide comprehensive human resource services across recruitment, outsourcing, background verification, and HR advisory, ensuring our clients achieve sustainable business growth through people excellence.

With a commitment to quality, speed, and professionalism, we partner with organizations of all sizes, ranging from multinationals to indigenous SMEs; across diverse industries. Our tailored solutions are designed to simplify HR processes, enhance workforce capability, and deliver measurable impact.

We are recruiting to fill the position below:

Job Title: Customer Experience Analyst

Location: Surulere, Lagos
Employment Type: Full-time
Department: Business Development
Reports to: Business Development Manager
Work Arrangement: Hybrid (3 days onsite, 2 days remote)

How You'll Make an Impact

• We are looking for a charismatic, high-energy Customer Experience Specialist to be the face and pulse of Estrada. You are a "super-connector"—someone who thrives in social settings, speaks with confidence, and has an uncanny ability to read the room.
• You won't just manage accounts; you will architect the client’s journey. Your mandate is to design and develop winning client retention and management strategies that transform standard business transactions into lasting, high-value partnerships. By crafting unique, bespoke experiences targeted at client loyalty, you will ensure EISS remains indispensable to our partners.
• Whether you are securing invitations to high-profile industry events, strategically positioning the Estrada brand in elite circles, or identifying the "critical moments" to delight a client, your goal is constant: projecting excellence. You are our "eyes and ears" on the ground, providing strategic intelligence to leadership on how to stay ahead of client expectations and dominate the market through service excellence.

What You'll Do
Client Management Strategy Design & Implementation:

• Design, develop, and implement comprehensive Client Management and Retention Strategies tailored to EISS’s various business units.
• Develop and drive high-impact Client Satisfaction Initiatives aimed at exceeding service level expectations and securing long-term contract renewals.
• Design the end-to-end Client Experience Journey—mapping every touchpoint from onboarding to advocate status—and lead the cross-functional effort to drive its implementation.

Client Relationship Management:

• Act as the primary high-level point of contact for client "health" check-ins.
• "Feel the pulse" of the client base through regular visits, calls, and surveys to identify brewing issues or opportunities for delight.
• Provide monthly reports to leadership on client sentiment trends and actionable "impress-the-client" recommendations.

Brand Representation & Public Relations:

• Represent Estrada at corporate parties, industry events, and networking mixers to increase brand visibility.
• Use your networking skills to procure invitations to exclusive projects and events where the Estrada brand should be projected.
• Deliver professional presentations or serve as a moderator/speaker at industry-related forums.

Strategic Marketing & Visibility Collaboration:

• Collaborate closely with the Marketing team to design and execute Digital Marketing Strategies that specifically drive our clients’ business visibility, positioning EISS as a partner in their growth.
• Identify opportunities for joint webinars, case studies, or spotlight features that highlight client success stories and strengthen the strategic bond.

Strategic Procurement & Experience Design:

• Research and procure premium, meaningful corporate gifts that align with client personalities and EISS values.
• Design "experience journeys" for new clients to ensure their onboarding feels prestigious and seamless.
• Coordinate client appreciation events, from small intimate dinners to larger corporate gatherings.

Success Milestones: Your First Year
Within 3 Months: Relationship Audit & Presence:

• Client Database & CRM Mastery: Complete a comprehensive cleanup of the client database and lead the full adoption of the CRM for all client interactions, ensuring every touchpoint is logged and trackable.
• Client Portfolio Analysis: Conduct a deep-dive analysis of the existing portfolio to segment clients by value, industry, and "health status" identifying key accounts for immediate focus.
• Visitation & Pulse Checks: Execute a 90-day visitation calendar, meeting with key stakeholders across the top-tier portfolio to conduct "pulse checks" on service satisfaction.
• New Services Awareness: Launch an awareness campaign across the current client base to introduce Estrada’s latest service diversifications and value-adds.
• Gift Registry & Personalization: Develop and launch a curated Estrada Gift Registry, categorizing client preferences and key milestones (anniversaries, birthdays, achievements) to ensure highly personalized corporate gifting.

Within 6 Months: Growth, Advocacy & Service Excellence:

• Client Portfolio Growth: Drive a measurable increase in the total value of the client portfolio through proactive relationship management and retention.
• Client Referral Strategy Activation: Design and launch a formal Referral Strategy, incentivizing existing clients to act as brand ambassadors and generate new business leads.
• Bundled Solution Growth: Drive adoption of the EISS Bundled Solution Model, moving clients from single-service contracts to comprehensive, multi-unit subscriptions.
• Project Fulfillment Excellence: Collaborate across all business units to ensure 100% project delivery precision and a seamless "One-Estrada" experience.
• Cross-Sell & Upsell Mastery: Execute targeted campaigns to cross-sell and upsell additional EISS services into existing accounts, increasing the "share of wallet" per client.
• Client Event Project Formulation: Conceptualize and lead the execution of exclusive Client Engagement Events (e.g., Roundtables, Networking Mixers) designed to deepen brand loyalty and project EISS as a thought leader.

Within 1 Year: Brand Authority & Strategic Loyalty;

• Ambassadorship: Establish Estrada as a "Top 3 Recognized Brand" within our target industry circles through consistent event presence and networking.
• Retention Impact: Demonstrate a direct correlation between CX initiatives and a 10% increase in client contract renewals.
• Regional Networking: Map out and gain entry into regional business clubs or professional associations that align with our growth strategy.
• Experience Innovation: Successfully launch a "Client Appreciation Month" or an annual flagship Estrada event for partners.

What We're Looking For
Professional & Technical Strengths

• Academic Qualification: Bachelor’s degree (B.Sc) in Public Relations, International Relations, Mass Communication, Marketing, or Social Sciences.
• Experience: Minimum 3 years in Client Management, Public Relations, or a high-end Hospitality/Customer Success role.
• Public Speaking: Exceptional verbal communication; you must be able to hold a room and speak eloquently.
• Procurement Savvy: An eye for quality and luxury; you know where to find the best items and how to negotiate for them.
• Networking Pro: A proven ability to get "into the room"—you know how to navigate social hierarchies to secure opportunities for the brand.

Leadership & Interpersonal Strengths

• High Emotional Intelligence (EQ): You can read subtle cues and know exactly when a client needs a formal meeting vs. a friendly gesture.
• Personable & Charismatic: You are the person people remember after a party for your warmth and professionalism.
• Proactive "Doer": You don't wait for instructions to fix a client relationship; you identify the gap and propose the solution.
• Meticulous Organizer: While you are social, you are also highly organized in tracking event dates, gift deliveries, and feedback scores.

Compensation
N200,000 Gross Monthly

Application Closing Date
15th April, 2026.