Immediate Start
New
3 days ago
Head of Customer Experience
Brit Properties Nig. Ltd
Customer Service & Support
Real Estate
NGN
400,000 - 600,000
Easy Apply
Job Summary
The Head of Customer Experience is responsible for designing and implementing strategies to enhance customer satisfaction, loyalty, and engagement. This role involves overseeing customer service operations, analyzing customer feedback, and driving initiatives that improve the overall customer journey.
- Minimum Qualification : Degree
- Experience Level : Senior level
- Experience Length : 7 years
Job Description/Requirements
Responsibilities:
- Develop and implement a comprehensive customer experience strategy aligned with business goals.
- Identify pain points in the customer journey and drive improvements.
- Ensure a seamless and consistent experience across all customer touchpoints.
- Lead and oversee the customer support team to ensure timely and effective issue resolution.
- Implement training programs to enhance customer service skills.
- Collect and analyze customer feedback, reviews, and complaints to identify trends.
- Use data analytics to measure customer satisfaction and recommend improvements.
- Work with the Sales team to align services with customer needs.
- Implement technology and automation tools to enhance customer interactions.
- Optimize workflows to improve efficiency in handling customer inquiries.
- Foster a culture of continuous improvement in customer service delivery.
- Develop initiatives to increase customer retention and reduce churn.
- Oversee loyalty and rewards programs to enhance customer engagement.
- Enhance excellent post-sales support and relationship management.
Requirements:
- At least 7 years of customer experience or a similar role
- BSc. Degree in a relevant course of study
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