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

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