Customer Experience (CX) Manager

About DodaiDodai is an electric mobility startup building Africa’s largest e-motorbike and battery-swapping ecosystem. We are dedicated to redefining urban transportation by offering sustainable, reliable, and customer-centric mobility solutions. Our goal is to deliver exceptional after-sales experiences that build trust and long-term loyalty among our customers.Role SummaryWe are seeking an experienced Customer Experience (CX) Manager to lead and strengthen Dodai’s after-sales operations and customer journey — from support and service to long-term satisfaction. This role is both strategic and hands-on. The CX Manager will play a key part in building a world-class customer experience function, achieving 3–5x higher efficiency than any peer in the market by leveraging advanced tools, digital systems, and an extremely customer-centric mindset. The CX Manager will report to the Head of Commercial, collaborating closely with sales, operations, and engineering teams.Key ResponsibilitiesCustomer Service & EngagementLead the Customer Engagement Team managing call center, CRM, and ticketing with consistent service quality and empathy.Improve response time, resolution rate, and satisfaction through automation, CRM optimization, and data-driven improvements.Ensure prompt, professional handling of all customer inquiries, complaints, and requests across all communication channels.After-Sales & Customer SuccessLead the Customer Success Team coordinating repair, maintenance, and spare parts for fast, high-quality service.Manage service requests, warranty claims, and preventive maintenance with transparent communication and accurate records.Analyze recurring technical issues with engineering to improve product reliability and long-term customer trust.Customer Relationship & RetentionImplement proactive engagement and loyalty programs to strengthen relationships and boost customer retention.Collect and analyze customer feedback from multiple channels to identify and act on improvement opportunities.Execute initiatives that increase satisfaction and lifetime value in collaboration with senior leadership.Technology & Efficiency ImprovementUse CRM, analytics, and automation to achieve 3–5x higher efficiency than market competitors.Implement digital tools that enhance operational speed, accuracy, and visibility across all CX functions.Promote data-driven decision-making and continuous process improvement through regular performance tracking.Team Leadership & DevelopmentSupervise and mentor CX associates, agents, and specialists to uphold Dodai’s international service standards.Set clear goals, conduct reviews, and foster a culture of empathy, accountability, and customer obsession.Use key metrics like satisfaction and first-time fix rate to identify team performance improvement areas.Collaboration & ReportingAlign CX goals with commercial, technical, and operational strategies for a seamless customer experience.Report weekly on KPIs, satisfaction trends, and escalat...