Head, Customer Success job opportunity at Dangote Group.

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Dangote Group Head, Customer Success
Requires: 10-years - XP
Pattern: full-time
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Bachelor's (B.Sc.)
Nigeria

To lead the entire customer success function, ensuring all customer requests, inquiries and issues are resolved in a timely and professional manner. This role is responsible for designing and delivering service experience that drives customer satisfaction, loyalty, and retention __ DUTIES AND RESPONSIBILTIES ● Manage the daily operations of the entire customer service ecosystem, including the Call Center and regional Service Support teams. ● Oversee the call-off request function, ensuring adherence to all processing and validation SLAs. ● Serve as the primary escalation point for complex or sensitive customer issues that require senior management intervention. ● Analyze customer feedback, service metrics (e.g., First Call Resolution, CSAT), and issue trends to identify and drive systemic improvements. ● Develop and implement customer service policies, standards, and procedures across all teams. _. Key Interfaces: ● Internal: Distribution Planning Manager, Fleet Team, Commercial Ops Team, Regional Service Managers. ● External: Key Partner Stations/Customers. __ QUALIFICATIONS ● BSc/MSc in Business Management or a related field. ● 10+ years of experience in a customer service leadership role, preferably in a B2B environment. ● Proven experience designing and managing multi-channel customer service operations. ● Strong analytical skills with the ability to use data to improve the customer experience. ● Exceptional empathy, communication, and problem-solving skills. #jobs #associate #hiring

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