| JOB NAME |
Customer Experience Manager (Lagos)
POSTED BY: Precisehire Associates
REF:PHA 2051
Date Published:Monday, January 13, 2025
Date of Expiration:Saturday, July 12, 2025
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| LOCATION OF THIS JOB |
 Nigeria | LAGOS in Nigeria |
| INDUSTRY |
| Financial Services
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| JOB TYPE |
| Full-Time |
| MAIN JOB DESCRIPTION |
DEPARTMENT/UNIT: Operations
JOB GRADE:
REPORTS TO: Chief Operating Officer
JOB TYPE: Permanent
SUPERVISES: Customer Experience Team
DETAILED JOB PROFILE
Job Purpose
1. The Customer Experience Manager is responsible for overseeing and managing the overall customer experience with the client.
2. This role involves developing and implementing strategies to enhance customer satisfaction, loyalty, and advocacy.
3. The Customer Experience Manager will work closely with various departments to ensure that all customer interactions align with the bank's customer-centric values.
KEY DUTIES & RESPONSIBILITIES
1. Develop and implement customer experience strategies that align with the bank's overall business objectives.
2. Conduct customer research and feedback analysis to identify areas for improvement.
3. Design and implement customer journey maps to optimize the customer experience.
4. Oversee the management of customer complaints and inquiries.
5. Monitor and analyze key performance indicators (KPIs) related to customer experience.
6. Collaborate with other departments to ensure seamless customer interactions.
7. Develop and implement customer loyalty programs and initiatives.
8. Stay up-to-date on industry trends and best practices in customer experience.
KEY RESULT AREAS & KEY PERFORMANCE INDICATORS (KPIs)
Key Result Areas
1. Effective risk management framework
2. Risk identification and assessment
3. Risk mitigation and control
4. Regulatory compliance
5. Risk culture
6. Impact on financial performance
Key Performance Indicator
1. Compliance with regulatory requirements
2. Number of risks identified and assessed
3. Risk exposure reduction
4. Number of regulatory violations
5. Employee satisfaction with risk management
6. Return on Assets (ROA)
Target
1. 100%
2. 100%
3. 20%
4. 0
5. 80%
6. 5%
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| REQUIREMENTS FOR THIS JOB |
MINIMUM JOB REQUIREMENTS
1. Bachelor's degree in business administration, marketing, or a related field
2. Minimum of 5 years of experience in customer experience management or a related field
3. Strong understanding of customer relationship management (CRM) systems
4. Excellent analytical and problem-solving skills
5. Strong communication and interpersonal skills
6. Ability to work effectively in a fast-paced environment
Key Competency Requirements
1. Customer-centric mindset
2. Strategic thinking
3. Project management skills
4. Data analysis skills
5. Problem-solving skills
6. Communication skills
7. Leadership skills
Relationships
1. Reports to: Chief Operating Officer
2. Works closely with:
1) Customer service representatives
2) Marketing department
3) Product development department
4) Operations department
5) IT department
Other Requirements
1. Willingness to travel as needed.
2. Ability to work under pressure and meet deadlines.
3. Strong ethical character and integrity.
4. Ability to work flexible hours
APPLICATIONS
• Applicants are invited to send a letter of motivation illustrating their suitability in relation to the qualifications listed and their detailed curriculum vitae, as well as the names and addresses of their referees, to any of the following email addresses:
(i) Mrs. Yemisi Adebayo:
yemisi.adebayo@precisehireassociates.com
(ii) Mrs. Blessing Ucha:
blessing.ucha@precisehireassociates.com
• Applicants must indicate the position for which they have applied in the subject line of their email.
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