Head Customer Experience at I-Sense Ville Consult

Role Description

This is a full-time, on-site role for a Head of Customer Experience located in Lekki. The Head of Customer Experience will oversee the development and execution of strategies to enhance customer satisfaction and loyalty. Responsibilities include managing customer experience frameworks, analyzing feedback data, streamlining customer service operations, and leading initiatives to improve touchpoints. The role also involves fostering a customer-centric culture across the organization and ensuring alignment with business goals.

Renumeration: #800,000 - #1,000,000

• Statutory Benefits
• HMO
• Pension
• Taxes

Experience

• Minimum of 8–10 years progressive experience in Customer Experience,
• Service Quality, or Operations Management, preferably within luxury retail, real estate, or construction.
• Demonstrated experience in designing and implementing customer excellence frameworks across multiple business units.
• Proven track record of managing CRM systems, feedback loops, and customer data analytics.
• Experience in after-sales service management, complaint resolution, and process optimization.
• Prior leadership experience overseeing cross-functional teams and service improvement initiatives.

Qualifications

• Bachelor’s degree in Business Administration, Marketing, Customer Relations, or related discipline.
• Master’s degree (MBA) or professional certification in Customer Experience Management, Quality Management, or Service Excellence will be an advantage.
• Certification such as CCSS IS desirable.

Technical Competencies

• Business Process Reengineering
• Customer frameworks
• Service delivery
• CRM proficiency
• Analytics tools
• Feedback systems
• Process documentation

Critical Competencies

• Strategic Planning
• Team Leadership
• Service Quality
• Problem Solving
• Communication Skills
• Emotional Intelligence
• Stakeholder
• Management
• Result Orientation

Personal

• Customer-focused
• Empathetic
• Innovative thinker
• Integrity-driven
• Detail-oriented
• Resilient
• Proactive
  • Motivational leader