Dangote Group is one of Nigeria’s most diversified business conglomerates, renowned for its strong reputation for business excellence and high-quality products, with its operational headquarters located in the vibrant city of Lagos, Nigeria, West Africa.
We are recruiting to fill the position below:
Job Title: Head, Customer Success
Location: Lagos
Job Summary
This position is responsible for leading the entire customer success function, ensuring that all customer inquiries, requests, and concerns are handled promptly and professionally.
The role focuses on creating and implementing service experiences that foster customer satisfaction, loyalty, and long-term retention.
Responsibilities
- Oversee daily operations of the full customer service framework, including the call center and regional support teams.
- Review customer feedback, service metrics (e.g., CSAT, First Call Resolution), and recurring issues to drive process improvements.
- Establish and enforce customer service standards, policies, and procedures across all functions.
- Supervise the call-off request process, ensuring compliance with all service-level agreements (SLAs).
- Act as the main escalation point for complex or sensitive customer concerns requiring senior leadership involvement.
Key Interfaces:
- Internal: Regional Service Managers, Fleet Team, Commercial Operations Team, and Distribution Planning Manager.
- External: Key Partner Stations/Customers.
Requirements
- BSc/MSc in Business Management or a related discipline.
- Demonstrated expertise in designing and managing multi-channel customer service operations.
- Strong analytical abilities, leveraging data insights to enhance the customer journey.
- Excellent communication, empathy, and problem-solving skills.
- Minimum of 10 years’ experience in a senior customer service leadership role, ideally in a B2B environment.
How to Apply
Interested and qualified candidates should:
To apply for this job please visit careers.dangote.com.