Head, Customer Success at Dangote

Job Purpose / Summary

• To lead the entire customer success function, ensuring all customer requests, inquiries and issues are resolved in a timely and professional manner.

• This role is responsible for designing and delivering service experience that drives customer satisfaction, loyalty, and retention.

Duties and Responsibilities

• Manage the daily operations of the entire customer service ecosystem, including the Call Center and regional Service Support teams.
• Oversee the call-off request function, ensuring adherence to all processing and validation SLAs.
• Serve as the primary escalation point for complex or sensitive customer issues that require senior management intervention.
• Analyze customer feedback, service metrics (e.g., First Call Resolution, CSAT), and issue trends to identify and drive systemic improvements.
• Develop and implement customer service policies, standards, and procedures across all teams.

Qualifications

• BSc/MSc in Business Management or a related field.
• 10+ years of experience in a customer service leadership role, preferably in a B2B environment.
• Proven experience designing and managing multi-channel customer service operations.
• Strong analytical skills with the ability to use data to improve the customer experience.
• Exceptional empathy, communication, and problem-solving skills.

Key Interfaces:

• Internal: Distribution Planning Manager, Fleet Team, Commercial Ops Team, Regional Service Managers.
• External: Key Partner Stations/Customers.