Head of Customer Success at CredPal

Location: Yaba, Lagos

Purpose Statement

• We are looking to hire a head for our customer success team. This role is focused on developing and driving a team to provide world class customer experience throughout the customer lifecycle.
• The Customer Service lead is responsible for establishing procedures and reporting, training and measuring team performance.
• He /She also ensures that customer support activities are seen to deliver measurable and significant value to the businesses and meet customer loyalty targets.

Key Deliverables:

• Oversees and determines key strategic direction and objectives of customer support department..
• Establish and implement customer engagement processes and communications
• Set customer success team goals and establish consistent, accurate, timely reporting on key individual and team metrics.
• Measures the effectiveness of all customer support approaches and initiatives primarily through conducting consumer surveys and analysis of recorded support agents to consumer correspondence.
• Improve customer service experience, create engaged customers and facilitate organic growth.
• Manage the team on taking ownership of customers issues and follow problems through to resolution.
• Keep ahead of industry’s developments and apply best practices to areas of improvement.
• Control resources and utilise assets to achieve qualitative and quantitative targets.

Preferred Qualification

• Bachelor's Degree.
• Relevant trainings & certifications
• 4-6years of experience in similar role

Preferred Requirements:

• Knowledge of the financial services industry and understanding of consumer lending.
• Proven ability to lead a customer success team: ability to deploy set standards, procedures and policies; proven success with staff training/coaching, Quality Assurance, business process improvement, and workforce planning.
• Expertise utilizing data to make decisions and drive management decisions; strong demonstrated analytical/business reporting experience.
• An understanding of the motivators of the target market.
• Experience managing a multi functional team.
• Ability to think strategically and to lead.
• Strong client-facing and communication skills.