Female Customer Experience Manager Job at One StepAhead Consulting

One StepAhead Consulting - Our client is recruiting suitably qualified candidates to fill the position below:

Job Position: Female Customer Experience Manager

Job Location: Lekki Phase 1, Lagos
Employment Type: Full-time

Job Summary


  • We are seeking a highly motivated and experienced Female Customer Experience Manager to lead our customer service team and ensure an exceptional experience for our valued clients.
  • As the Customer Experience Manager, you will play a pivotal role in creating a positive and memorable experience for our customers.
  • Your responsibilities will encompass managing and training the customer service team, analyzing feedback, and implementing strategies to enhance overall customer satisfaction.

Key Duties and Responsibilities

  • Lead, motivate, and mentor the customer service team, fostering a positive and collaborative work environment.
  • Develop and conduct training programs to ensure team members provide outstanding customer service, including effective communication and conflict resolution skills.
  • Continuously evaluate and improve customer service processes and procedures to streamline operations and enhance efficiency.
  • Monitor and maintain service quality standards, ensuring consistency and adherence to company policies.
  • Develop and implement initiatives to improve the overall customer experience, including loyalty programs, personalized services, and special events.
  • Generate reports on customer service metrics, performance, and trends, presenting findings to senior management.
  • Collect and analyze customer feedback, reviews, and surveys to identify areas for improvement and develop action plans.
  • Implement strategies to engage with customers, build relationships, and enhance their experience throughout their journey with our company.
  • Handle escalated customer complaints and issues with professionalism, ensuring swift resolution and customer satisfaction.
  • Collaborate with other departments, such as marketing and sales, to align customer experience strategies with business objectives.

Key Requirements

  • Bachelor's Degree in Business, Hospitality, or a related field preferred.
  • Minimum of 5 years of experience in customer service management or a similar role, preferably in the hospitality industry.
  • Data-driven mindset with the ability to analyze customer data and translate insights into actionable strategies.
  • Customer-centric approach and a passion for exceeding customer expectations.
  • Proficiency in customer relationship management (CRM) software and other relevant tools.
  • Excellent leadership and team management skills, with a track record of building and motivating high-performing teams.
  • Strong communication and interpersonal skills, with the ability to interact effectively with diverse customer demographics.
  • Exceptional problem-solving and conflict resolution abilities.
  • Ability to work in a fast-paced and dynamic environment.

Method of Application
Interested and qualified candidates should send their Applications to: info@1stepahead.group using the Job Position as the subject of the email.

Note: Applicant must be able to Commute conveniently.