Head, Customer Success 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 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 Responsibilities
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.
Qualifications
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.
Key Interfaces:
Internal: Distribution Planning Manager, Fleet Team, Commercial Ops Team, Regional Service Managers.
External: Key Partner Stations/Customers.
