- Job Title: Regional Customer Experience Manager
- Location: DIL HQ-Lag, Lagos
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About 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.
Job Purpose / 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.
Duties and 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.
- Prepare and present regular reports on regional service trends, challenges, team performance, and customer sentiment to the Head of Customer Success.
- Provide actionable feedback to central operations based on on-the-ground intelligence to drive service improvements.
Qualifications
- BSc in Business Administration or a related discipline.
- 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.
- Strong understanding of customer service principles and practices.
- Excellent leadership, coaching, and conflict resolution skills.
- Willingness to travel within the designated region.
Key Interfaces:
- Internal: Head of Customer Success, Service Support Supervisors, Key Partner Stations.
- External: Customers within the region.
How to Apply
Interested and qualified candidates should click on ‘Apply Here’ below.
