Head of Customer Experience at Spiro

About the Role

• We are looking for an experienced and customer-centric Head of Customer Experience to lead the overall customer experience and post-sales function in Nigeria.
• The ideal candidate will be a strong people leader with deep experience in customer lifecycle management, post-sales service, customer retention and service excellence. Candidates from the Telecom, FMCG, Technology, Consumer Services or other high-volume customer-facing industries will be preferred.
• The role will be responsible for building a seamless customer journey across onboarding, service delivery, customer support, engagement, retention and issue resolution, while creating a strong customer-first culture across the organization.

Key Responsibilities

• Lead the overall Customer Experience and Post-Sales function for Nigeria.
• Develop and implement a customer experience strategy aligned with business and growth objectives.
• Own the complete customer lifecycle, from onboarding and activation through ongoing service, engagement, retention and renewal.
• Establish robust processes for customer onboarding, support, complaints, escalation management and service recovery.
• Develop and monitor key CX metrics including NPS, CSAT, CES, customer retention, churn, complaint resolution time and first-contact resolution.
• Identify customer pain points and drive process and service improvements across functions.
• Build strong mechanisms for collecting, analysing and acting on customer feedback and insights.
• Work closely with Sales, Operations, Product, Technology and Finance teams to ensure a seamless customer journey.
• Lead escalation management for key and strategic customers.
• Develop SLA and service governance frameworks and ensure adherence across teams.
• Build dashboards and management reports to provide visibility on customer experience and service performance.
• Drive customer retention, loyalty and relationship-building initiatives.
• Establish a strong service culture and customer-centric mindset across the organization.
• Lead, mentor and develop the Customer Experience / Customer Service team.
• Design training and capability-building programs focused on customer handling, communication, problem-solving and service excellence.
• Leverage technology, CRM and analytics to improve customer engagement and service delivery.
• Benchmark customer experience practices and introduce industry best practices.

Ideal Candidate Profile

• 12–18+ years of experience in Customer Experience, Customer Success, Customer Service, Post-Sales, Service Operations or related functions.
• Strong preference for candidates from the Telecom industry, particularly those who have managed large customer bases and complex customer journeys.
• Experience in FMCG, Consumer Durables, Technology, Mobility, Retail or other high-volume customer-facing businesses will also be considered.
• Strong experience in post-sales and customer lifecycle management.
• Demonstrated experience managing large teams and customer-facing operations.
• Strong understanding of CRM systems, customer analytics, service KPIs and CX dashboards.
• Proven track record of improving customer satisfaction, retention, service quality and operational efficiency.
• Strong stakeholder management skills with the ability to work effectively across Sales, Operations, Product and Technology.
• Excellent communication, negotiation and problem-solving skills.
• Strong commercial orientation with an understanding of the relationship between customer experience, retention and business growth.
• Experience working in Africa / Nigeria will be an added advantage.
• Bachelor's/Master's degree in Business, Management, Marketing, Communications or a related discipline preferred.

What We Are Looking For

• We are looking for a high-energy, mature and people-oriented customer experience leader who can build the function, establish processes and create a culture of service excellence.
• Professionals who have worked in Telecom, FMCG or other consumer-facing businesses, particularly in roles involving post-sales, customer retention, service operations and large team management, would be a strong fit.