Job Title: Head, Customer Success
Job Summary
- 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
Responsibilities
- 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.
Requirements
- 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.
Key Interfaces:
- Internal: Distribution Planning Manager, Fleet Team, Commercial Ops Team, Regional Service Managers.
- External: Key Partner Stations/Customers.
Application Instructions:
The application deadline is Not Specified. Therefore, Qualified and interested candidates can “CLICK HERE TO SUBMIT APPLICATION.” It is important to visit the official website (link found below) for detailed information on how to apply successfully for this vacancy.
Website:
Official Job Website: https://apply.workable.com/dangote/
Job Features
| Job Category | Customer Success Lead |