Applications are invited from suitable and qualified candidates for the Position of Customer Success Head 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: Head, Customer Success
- Job Type: Full Time
- Qualification: BA/BSc/HND/Msc
- Location: Lagos, Nigeria
- Deadline: Not Specified
Job Title: Head, Customer Success
JOB PURPOSE / 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
DUTIES AND RESPONSIBILTIES
- 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.
Key Interfaces:
- Internal: Distribution Planning Manager, Fleet Team, Commercial Ops Team, Regional Service Managers.
- External: Key Partner Stations/Customers.
See Also
Qualifications for the Position of Customer Success Head at Dangote Industries Limited
- 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.
Deadline
Not Specified
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