Head Customer Experience at I-Sense Ville Consult

Role Overview

This is a full-time, on-site position based in Lekki. The Head of Customer Experience will oversee the development and execution of strategies to enhance customer satisfaction and loyalty across the organization.

Key Responsibilities

• Manage and develop customer experience frameworks
• Analyze customer feedback data and translate insights into actionable strategies
• Streamline customer service operations and improve service delivery touchpoints
• Lead initiatives to enhance customer satisfaction and loyalty
• Foster a customer-centric culture across all organizational levels
• Ensure customer experience strategies align with broader business goals
• Oversee cross-functional teams and service improvement initiatives

Required Experience

• Minimum 8–10 years of progressive experience in Customer Experience, Service Quality, or Operations Management
• Experience in luxury retail, real estate, or construction sectors preferred
• Demonstrated success designing and implementing customer excellence frameworks across multiple business units
• Proven track record managing CRM systems, feedback loops, and customer data analytics
• Experience in after-sales service management, complaint resolution, and process optimization
• Prior leadership experience managing cross-functional teams and service improvement initiatives

Qualifications

• Bachelor's degree in Business Administration, Marketing, Customer Relations, or related discipline
• Master's degree (MBA) or professional certification in Customer Experience Management, Quality Management, or Service Excellence (advantageous)
• CCSS IS certification (desirable)

Technical Competencies

• Business Process Reengineering
• Customer frameworks
• Service delivery
• CRM proficiency
• Analytics tools
• Feedback systems
• Process documentation

Critical Competencies

• Strategic Planning
• Team Leadership
• Service Quality
• Problem Solving
• Communication Skills
• Emotional Intelligence
• Stakeholder Management
• Results Orientation

Compensation & Benefits

• Salary: ₦800,000 – ₦1,000,000
• Statutory Benefits
• HMO
• Pension