Customer Care Manager

AI summary

Air Peace Limited is hiring a Customer Care Manager in Lagos on a full-time basis. The role leads the customer care team, manages complaint and service recovery, and oversees service quality across airports, contact centres, digital channels and onboard. Candidates should have strong customer service leadership and cross-departmental coordination skills.

• Lead the customer care team and manage service recovery procedures.
• Full-time Customer Care Manager role based in Lagos, Nigeria.
• Oversee service quality at airports, call centres, digital channels and onboard.
• Role aligns customer service policies with IATA, ICAO and NCAA standards.

Original source description

Customer Care Manager at Air Peace Limited ⏲ Jul 31, 2026, 1:01 PM ⋕ View all Aviation & Airline Services jobs At Air Peace Limited, we continuously strive for excellence in all we do. Through our people we are able to attain higher heights because their unique strengths and experiences help us turn challenges into opportunities. We employ the best talent and provide a great opportunity and environment for them to display their best skills in a service driven environment. We are recruiting to fill the position below: Job Title: Customer Care Manager Location : Lagos Employment Type: Full-time Role Description The Manager will lead the customer care team, manage service, recovery procedures, and act as a central liaison between passengers and internal departments. The Customer Care Manager is responsible for designing, implementing, and overseeing customer service strategies that enhance the end-to-end Air Peace passenger experience: across all touchpoints. The role ensures consistent service delivery at stations, contact centers, digital channels, and onboard, while driving service quality improvements to strengthen brand loyalty and customer satisfaction. Key Responsibilities: Customer Service Leadership & Strategy:: Oversee handling of customer complaints, service failures, baggage issues, delays, refunds, cancellations, disruption communication, and escalations. Coordinate with Legal, Operations, Ground Handling, Flight Operations, Revenue Management, and Commercial teams for resolution. Develop and implement Air Peace's customer Care strategy, aligned with the airline's commercial and service vision. Ensure consistent customer service standards across all channels—airports, call centers, social media, email support, and onboard experience. Ensure timely response to all customer enquiries within SLA. Review high-profile or complex customer cases and provide final decision-making support. Customer Relations & Case Management Establish KPIs for service delivery and track improvements across the network. Digital & Contact Centre Oversight: Supervise the performance of call centers, digital response teams, and social media engagement. Ensure seamless coordination between web support, CRM systems, and customer communication platforms. Implement technology improvements for faster, more accurate customer handling. Service Quality Improvement: Develop and maintain customer service policies aligned with global aviation standards (IATA, ICAO, NCAA). Lead quarterly customer satisfaction surveys and implement continuous improvement initiatives. Conduct customer experience: audits at airports and onboard flights. Collaboration Across Departments Ensure compliance with regulatory mandates for passenger rights, safety, and accessibility. Develop mystery shopper programs and track competitor benchmarks. Identify service gaps and propose corrective action plans with Station Managers and Cabin Services management. Manage the documentation of service guidelines, training materials, and service recovery processes. Policy Development & Compliance Work closely with: Revenue Management & Ticketing: for refunds, involuntary changes, fare issues Operations & Ground Handling: for airport service quality Marketing & Communications: for public messaging Network Control: for real-time passenger disruption communication Serve as internal advocate for customer interests in cross-functional decision-making. Sales & Trade Support: for corporate and agency service issues Training & Staff Development: Support recruitment, coaching, and performance evaluation of customer service staff. Ensure training programs are aligned with brand values and evolving customer expectations. Train customer-facing teams on service standards, communication etiquette, and conflict resolution. Reporting & Analytics: Produce monthly customer service performance reports for the Director and CCO. Track metrics such as: Social media sentiment trends Customer satisfaction score (CSAT) On-time response rate Refund processing time Use analytics to prioritize improvement areas and justify resource needs. Net promoter score (NPS) Repeat complaints. Key Performance Indicators Call center performance and wait time reduction - reduce average call waiting time to under 90 seconds and achieve 85% call answer rate within 20 seconds, reviewed weekly and reported monthly. Reduction in complaint volumes I repeat issues - reduce total complaint volume by 15% and repeat complaints by 20% within 6 months, supported by monthly trend reports and corrective action logs. SLA adherence for responses across all channels - achieve 95% adherence to service-level standards across phone, email, social media, and chat channels, ensuring compliance. Net Promoter Score (NPS) - achieve and maintain a minimum NPS score of +30 by the end of each quarter, with monthly tracking and root-cause analysis for any drop exceeding 5 points. Customer satisfaction (CSAT) improvement - increase overall CSAT score by 10% quarter-on-quarter, ensuring monthly CSAT results are collected and reported by the 5th business day of the following month. Station service audit scores - achieve a minimum audit score of 85% across all stations per quarter, and ensure corrective actions for non-compliance are implemented within Service recovery efficiency and cost control - close 90% of service recovery cases within 30 days after each audit. 72 hours while keeping recovery costs within the approved quarterly budget, with monthly reconciliation and analysis. Digital response speed and accuracy - respond to digital queries (email, social, web chat) within 2 hours during business hours, maintaining 99% accuracy in information provided, tracked weekly. Requirements: Strong leadership and team management background. Working knowledge of IATA service standards, passenger rights, and aviation regulations. Emotional intelligence and empathy. 7—10 years customer service or customer experience: leadership experience: (airline experience: strongly preferred). Bachelor's Degree in business, Communications, Customer Experience, Hospitality, or related field. Deep understanding of airline operational processes. Experience: managing multi-channel contact centers and CRM systems. Strong problem-solving and conflict-resolution capability. Must have related Industry experience: (Aviation Industry experience) Excellent communication and customer relations skills. Strong leadership and interpersonal skills. Data-driven approach to service quality management. Ability to manage high-pressure situations and sensitive customer cases. Proficiency in CRM, customer support tools, digital communication platforms. How to Apply Interested and qualified candidates should send their CV to: [email protected] using the Job Title as the subject of the mail. Application Deadline: 21st August, 2026. View all Jobs in Nigeria Lagos State Customer Care Manager job vacancies in Nigeria