Head, Customer Experience at Wisdom Kwati Smart City

Job Summary

The Head of Customer Experience oversees the entire customer journey, ensuring that every client and prospect receives exceptional service from first inquiry to after-sales support. The role focuses on managing inquiries, qualifying leads before handing them to Sales, ensuring smooth documentation follow-up, and maintaining high customer satisfaction.

This position does not perform Sales or Legal duties but works closely with all departments to ensure a seamless service experience.

Key Responsibilities

Customer Engagement & Lead Nurturing

• Receive and manage all inbound inquiries across phone, email, walk-ins, and digital channels
• Qualify and nurture leads into sales-ready prospects, then pass them to the Sales Team for closing
• Maintain accurate logs of inquiries, follow-ups, and lead statuses
• Provide detailed property information, pricing guidance, and respond to client concerns or frequently asked questions

Customer Experience Management

• Develop and implement customer experience standards, scripts, and response systems
• Ensure prompt, courteous, and professional communication with all clients
• Supervise the Customer Experience team to ensure high performance and consistency
• Improve customer journey touchpoints, ensuring smooth transitions between Sales, Legal, Finance, and Admin departments without role duplication

Client Relationship & Support

• Manage post-inquiry feedback and ensure timely resolution of complaints or service gaps
• Follow up with clients on document submissions, meeting schedules, and service updates
• Maintain positive long-term relationships with existing clients for referrals and brand reputation

Reporting & Coordination

• Prepare weekly and monthly customer service reports, inquiry trends, and conversion metrics
• Work closely with all departments to coordinate seamless service delivery

Location

Lagos, Nigeria