Customer Experience Officer at eRecruiter Nigeria

Role Summary

• The Customer Experience Officer plays a pivotal role in ensuring client satisfaction and long-term loyalty through exceptional service and immersive, memorable interactions. This role goes beyond traditional relationship management to include crafting engaging sensory experiences across all customer touchpoints—physical, digital, and experiential. The ideal candidate is proactive, creative, and an excellent communicator with a passion for elevating the customer journey.

Key Responsibilities:

Client Relationship Management

•   Develop and maintain strong, long-term relationships with clients to ensure satisfaction and retention. 
•   Conduct regular customer health checks and satisfaction surveys to identify improvement areas.

Onboarding & Support

•   Oversee the onboarding process for new clients, ensuring a smooth transition and complete understanding of systems and services. 
•   Collaborate with technical teams to resolve client concerns quickly and efficiently.

Customer Advocacy 

•   Serve as the voice of the customer, providing feedback and insights to influence product and service enhancements. 
•   Proactively engage clients to encourage referrals and promote brand advocacy.

Experience Design & Management 

•   Implement strategies that enhance the sensory appeal of all customer interactions. 
•   Manage the ambiance and presentation of physical experience spaces to align with brand values. 
•   Ensure all digital touchpoints (website, phone, email, and social media) deliver a seamless and sensory-rich experience.

Collaboration & Strategy Execution 

•   Work closely with marketing, sales, and technical teams to ensure a consistent and engaging customer journey. 
•   Prepare and present reports on customer engagement, satisfaction metrics, and experience effectiveness.

Sales Enablement & Upselling

•   Identify upselling and cross-selling opportunities that meet client needs. 
•   Recommend service plans and solutions that increase client success and satisfaction. 
•   Monitor customer health metrics and strategize on maximizing Customer Lifetime Value (CLV).

Performance KPIs

Customer Experience Quality:

•   Delivery of high-quality, sensory-driven experiences across all channels, as evidenced by customer feedback.

Client Retention:

•   High client retention rates as a result of consistent service excellence.

Digital Engagement: 

•   Increased interaction across digital platforms through engaging and immersive content.

Customer Advocacy:

•   Growth in positive testimonials, referrals, and brand supporters.

Customer Lifetime Value (CLV):

•   Increased revenue and value generated from existing customers over time.

Qualifications

• 3 – 5 years of experience in customer service, customer experience, or client-facing roles. 
• Bachelor’s degree in Business Administration, Marketing, Communications, or a related field. 
• Background in Engineering, IT, or related technical fields is an added advantage. 
• Proven experience in the technology or hospitality industry, especially in roles focused on customer experience and engagement.

Additional Skills & Competencies

• Creative thinker with a strong vision for designing immersive and impactful experiences. 
• Excellent communication and interpersonal skills with the ability to engage diverse stakeholders. 
• Strong project management capabilities with experience in cross-functional coordination. 
• Proficiency in digital tools and platforms for delivering seamless online experiences.