Regional Customer Experience Manager at Dangote

The Dangote Group is one of the most diversified business conglomerates in Africa with a hard-earned reputation for excellent business practices and products’ quality with its operational headquarters in the bustling metropolis of Lagos, Nigeria in West Africa.
The Group’s activities encompass:

Cement – Manufacturing / Importing
Sugar – Manufacturing & Refining
Salt – Refining
Flour & Semolina – Milling
Pasta – Manufacturing
Noodles – Manufacturing
Poly Products – Manufacturing
Logistics – Port Management and Haulage
Real Estate
Dangote Foundation

Since inception, the Group has experienced phenomenal growth on account of quality of its goods and services, its focus on cost leadership and efficiency of its human capital. Today, Dangote Group is a multi-billion Naira company poised to reach new heights, in every endeavour competing with itself to better the past.

The Group’s core business focus is to provide local, value added products and services that meet the ‘basic needs’ of the populace. Through the construction and operation of large scale manufacturing facilities in Nigeria and across Africa, the Group is focused on building local manufacturing capacity to generate employment and provide goods for the people.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 Responsibilities

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.

Qualifications

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.

Key Interfaces:

Internal: Head of Customer Success, Service Support Supervisors, Key Partner Stations.
External: Customers within the region.