Head, Customer Experience

Company : Avetium Consult Ltd

Job Type : Full Time

Lagos, Nigeria

Job Description - Head, Customer Experience

Key Respnsibility
Develop and implement the organization's customer experience strategy.

Design and optimize end-to-end customer journeys, from onboarding to renewal.

Lead customer retention, adoption, and loyalty initiatives.

Establish Voice of Customer (VoC) programs and leverage customer insights to drive improvements.

Monitor customer satisfaction, service quality, and SLA performance.

Build and maintain executive-level relationships with key customers.

Collaborate with Sales, Product, Marketing, and Service Delivery teams to enhance customer outcomes.

Lead, mentor, and develop high-performing customer-facing teams.

Drive customer advocacy, account growth, and expansion opportunities.

Requirements

Requirement
Bachelor's Degree in Business Administration, Marketing, Information Technology, Computer Science, or a related field.

MBA or Master's Degree in Customer Experience Management, Strategic Management, or a related discipline is an advantage.

10–15 years of progressive experience in Customer Experience, Customer Success, Service Delivery, or Account Management.

Minimum of 5–8 years in a senior leadership role managing customer-facing teams.

Proven experience within a Technology Solutions or IT Services.

environment.

Experience managing enterprise customer portfolios and customer transformation initiatives.

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About the Company

Avetium Consult Ltd

Leading BPO Company in Nigeria- providing business technology solutions that delivers secure, scalable services that power business growth.

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Head, Customer Experience

Job Description - Head, Customer Experience

Requirements

About the Company

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