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

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

Expires: 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...
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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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