Head of Customer Experience (CX) at First Excelsia November, 2025

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- Head of Customer Experience (CX) at First Excelsia
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Posted: Nov 28, 2025

Deadline: Dec 5, 2025
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FirstExcelsia is a firm of highly versatile and renowned Human Resources, Organisational Development and Management consultants. We have an in-depth understanding of the Nigerian business terrain and we are very passionate about partnering with indigenous organisations to develop world class yet localized systems, processes and structures required to achieve...

Head of Customer Experience (CX)
- Job Type Full Time
- Qualification BA/BSc/HND
- Experience 5 - 7 years
- Location Lagos
- Job Field Customer Care, Success and Service
Annual Net Remuneration: N4.8M

Our client is seeking a Head of Customer Experience (CX) who will be responsible for designing and implementing customer support systems and feedback loops, ensuring seamless service delivery and satisfaction.

Key Responsibilities
- Build and manage the CX team (call center, chat support, escalation).
- Define SLAs for response time, resolution rate, and customer satisfaction.
- Implement CRM and feedback tracking tools.
- Collaborate with operations to resolve delivery issues.
- Develop customer loyalty and retention initiatives.
Person Specification:
- Bachelor’s degree in Communications, Marketing, or related.
- 5–7 years in customer service leadership (e-commerce or logistics).
- Familiarity with CRM tools (Zoho, Freshdesk, Zendesk).
- Strong empathy, communication, and analytics orientation
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Method of Application

Interested and qualified candidates should forward their CV to: talentsearch@firstexcelsia.com using the position as subject of email.

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Head of Customer Experience (CX) at First Excelsia

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