Head, Customer Success Job at Dangote Group

Dangote Group is one of Nigeria’s most diversified business conglomerates with a hard – earned reputation for excellent business practices and products’ quality with its operational headquarters in the bustling metropolis of Lagos, Nigeria in West Africa.

We are recruiting to fill the position below:

Job Position: Head, Customer Success

Job Location: DIL - HO, Lagos

Job Purpose / Summary

• To lead the entire customer success function, ensuring all customer requests, inquiries and issues are resolved in a timely and professional manner.
• This role is responsible for designing and delivering service experience that drives customer satisfaction, loyalty, and retention

Duties and Responsibilties

• Manage the daily operations of the entire customer service ecosystem, including the Call Center and regional Service Support teams.
• Oversee the call-off request function, ensuring adherence to all processing and validation SLAs.
• Serve as the primary escalation point for complex or sensitive customer issues that require senior management intervention.
• Analyze customer feedback, service metrics (e.g., First Call Resolution, CSAT), and issue trends to identify and drive systemic improvements.
• Develop and implement customer service policies, standards, and procedures across all teams.

Key Interfaces

• Internal: Distribution Planning Manager, Fleet Team, Commercial Ops Team, Regional Service Managers.
• External: Key Partner Stations/Customers.

Qualifications

• BSc / MSc in Business Management or a related field.
• 10+ years of experience in a customer service leadership role, preferably in a B2B environment.
• Proven experience designing and managing multi-channel customer service operations.
• Strong analytical skills with the ability to use data to improve the customer experience.
• Exceptional empathy, communication, and problem-solving skills.