Regional Customer Experience Manager at Dangote Industries Limited

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 Title: Regional Customer Experience Manager 

Location: Lagos

Job Summary

• To manage the regional Service Support team and own the customer experience within a specific geographical area.
• This role ensures the quality resolution of all customer issues and acts as the bridge between regional partners and the central command.

Responsibilities

• Handle complex customer issues that cannot be resolved by the Service Support Supervisors.
• Manage, coach, and oversee the daily workload, case management, and performance of the regional team of Service Support Supervisors and Officers.
• Provide actionable feedback to central operations based on on-the-ground intelligence to drive service improvements.
• Prepare and present regular reports on regional service trends, challenges, team performance, and customer sentiment to the Head of Customer Success.

Key Interfaces:

• Internal: Head of Customer Success, Service Support Supervisors, Key Partner Stations.
• External: Customers within the region.

Requirements

• BSc in Business Administration or a related discipline.
• Strong understanding of customer service principles and practices.
• Excellent leadership, coaching, and conflict resolution skills.
• Willingness to travel within the designated region.
• 5-7 years of experience in customer service, with at least 2 years in a team lead or supervisory role.
• Direct experience in Nigeria's downstream oil and gas retail sector is mandatory.

How to Apply
Interested and qualified candidates should:
Click here to apply