Regional Customer Experience Manager at Dangote

JOB PURPOSE / SUMMARY

To manage the regional Service Support team and own the customer experience within a specific geographical area. This role ensures the quality resolution of all customer issues and acts as the bridge between regional partners and the central command.

DUTIES AND RESPONSIBILTIES

• Handle complex customer issues that cannot be resolved by the Service Support Supervisors.
• Manage, coach, and oversee the daily workload, case management, and performance of the regional team of Service Support Supervisors and Officers.
• Prepare and present regular reports on regional service trends, challenges, team performance, and customer sentiment to the Head of Customer Success.
• Provide actionable feedback to central operations based on on-the-ground intelligence to drive service improvements.

Key Interfaces:

Internal: Head of Customer Success, Service Support Supervisors, Key Partner Stations.

External: Customers within the region.

QUALIFICATIONS

• BSc in Business Administration or a related discipline.
• 5-7 years of experience in customer service, with at least 2 years in a team lead or supervisory role.
• Direct experience in Nigeria's downstream oil and gas retail sector is mandatory.
• Strong understanding of customer service principles and practices.
• Excellent leadership, coaching, and conflict resolution skills.
• Willingness to travel within the designated region.