Applications are invited from suitable and qualified candidates for the Position of Customer Experience Manager at Dangote Industries Limited.
About Dangote Industries Limited
Dangote Industries Limited is one of Africa’s largest conglomerates, founded by Aliko Dangote, with operations spanning cement, sugar, salt, flour, oil refining, and petrochemicals. Headquartered in Nigeria, the group plays a major role in driving industrial growth and job creation across the continent. Focused on self-sufficiency and economic development, Dangote Industries continues to expand its footprint through large-scale manufacturing and infrastructure projects that support Africa’s growth.
Summary
- Company: Dangote Industries Limited
- Job Title: Customer Experience Manager
- Job Type: Full Time
- Qualification: BA/BSc/HND
- Location: Lagos, Nigeria
- Deadline: Not Specified
Job Title: Customer Experience Manager
JOB PURPOSE / SUMMARY
- To manage the regional Service Support team and own the customer experience within a specific geographical area.
- This role ensures the quality resolution of all customer issues and acts as the bridge between regional partners and the central command.
DUTIES AND RESPONSIBILTIES
- Handle complex customer issues that cannot be resolved by the Service Support Supervisors.
- Manage, coach, and oversee the daily workload, case management, and performance of the regional team of Service Support Supervisors and Officers.
- Prepare and present regular reports on regional service trends, challenges, team performance, and customer sentiment to the Head of Customer Success.
- Provide actionable feedback to central operations based on on-the-ground intelligence to drive service improvements.
Key Interfaces:
- Internal: Head of Customer Success, Service Support Supervisors, Key Partner Stations.
- External: Customers within the region.
See Also:
Qualifications for the Position of Customer Experience Manager at Dangote Industries Limited
- BSc in Business Administration or a related discipline.
- 5-7 years of experience in customer service, with at least 2 years in a team lead or supervisory role.
- Direct experience in Nigeria’s downstream oil and gas retail sector is mandatory.
- Strong understanding of customer service principles and practices.
- Excellent leadership, coaching, and conflict resolution skills.
- Willingness to travel within the designated region.
Deadline
Not Specified
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