Head of Customer Experience (CX) at First Excelsia

An established company is recruiting for the following position. Annual Net Remuneration: N4.8M Our client is seeking a Head of Customer Experience (CX) who will be responsible for designing and implementing customer support systems and feedback loops, ensuring seamless service delivery and satisfaction. Key Responsibilities - Build and manage the CX team (call center, chat support, escalation). - Define SLAs for response time, resolution rate, and customer satisfaction. - Implement CRM and feedback tracking tools. - Collaborate with operations to resolve delivery issues. - Develop customer loyalty and retention initiatives.   Person Specification: - Bachelor’s degree in Communications, Marketing, or related. - 5–7 years in customer service leadership (e-commerce or logistics). - Familiarity with CRM tools (Zoho, Freshdesk, Zendesk). - Strong empathy, communication, and analytics orientation Check how your CV aligns with this job