## Title: Customer Experience Manager

About Dodai

Dodai 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 Summary

We 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 Responsibilities

Customer Service & Engagement

Lead 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 Success

Lead 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 & Retention

Implement 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 improvements

Customer Experience (CX) Manager

Job description