We Are Hiring!
Job Title: Customer Experience Lead
Industry: Hospitality & Tourism
Location: Ikeja, Lagos
Job Summary:
We are seeking a Customer Experience Lead to design, drive, and optimize customer and guest experiences across all business units. The role focuses on delivering consistent, high-quality, and brand-aligned service while improving customer satisfaction and operational efficiency.
Key Responsibilities:
1. Develop and implement CX strategy to improve customer satisfaction and service quality
2. Enforce CX standards, policies, and SOPs across all business units
3. Drive revenue by achieving conversion targets (70-100%)
4. Map, monitor, and optimize end-to-end customer journeys to improve retention
5. Oversee feedback channels and ensure prompt resolution of complaints
Requirements:
1. Bachelor's degree in Business Administration or related field
2. Minimum 7 years experience in CX, guest relations, or service delivery (hospitality preferred)
3. Prior supervisory or leadership experience required
4. Proficiency in CRM and feedback tools is an added advantage
5. Strong emotional intelligence, stakeholder management, and problem-solving skills
Method of Application
Interested and qualified candidates should send their CV to: