Vice President, Customer Experience at Kwik Delivery

Who You Are

• You are a process-oriented, data-driven operations & logistics manager who is ready to roll up your sleeves, join a passionate team, and build a business at light speed while tackling the large Nigerian parcel shipping market.
• You not only possess a rare combination of analytical thinking, creative problem solving, detail orientation and interpersonal skills, but can also drive a core part of our business: making sure our amazing services are available and perfectly executed to our customers conveniently and seamlessly.

What You'll Do

• Assist the COO in setting the customer experience goals for the business as part of the annual performance assessment.
• Develop and deploy the company’s CX strategy, including characterization of strategic customer segments, systematic collection and application of customer experience insights for strategic advantage and growth.
• Coordinate the various roles associated with CX management throughout the company, minimizing silos of systems, data, assumptions, hand-offs, performance and customer touch-points.
• Establish and roll-out the company’s CX maturity roadmap for holistic management and incremental sophistication as internal capabilities increase and external expectations evolve.
• Develop an efficient portfolio of CX insights and analytics that provide an integrated single view of each customer, a 360-degree view of customer experience for each segment.
• Develop recognition for formal and informal collaboration that resolves issues, prevents issues, and creates value for internal and external customers.
• Develop and deploy systematic actions on CX insights by cross-functional representatives, to prevent recurrence of issues and to create new mutual value associated with key drivers of customer lifetime value.
• Ensure ongoing skill development and capability-building within the CX management roles and among employees at-large for customer-focused communication, customer experience improvement and innovation, and alignment with customer expectations.

What You'll Bring

• BA / B.Sc Degree in any relevant field or equivalent practical experience.
• MBA degree or equivalent will be an added advantage.
• 8+ years of experience CX management.
• 3+ years of experience managing or supervising multiple CX roles previously
• Certified Customer Experience Professional (CCXP).
• Strong background in customer research and analytics techniques, customer strategy, process improvement, and performance management.
• Track record of frequent personal interactions with customers.
• Tech-savvy in evolving technologies.
• Experienced in navigating ambiguity and change with an entrepreneurial mind-set.
• Natural leader with the ability to motivate and lead a team, even indirect reports
• Ability to take initiative and be flexible in a constantly-changing work environment

Life at Kwik

• Join a diverse, passionate & driven team of all backgrounds
• Casual work environment
• Comprehensive health benefits to fit your needs
• Competitive salary