Head of Customer Experience
AI summary
Spiro is hiring a Head of Customer Experience to lead the overall CX and post-sales function in Nigeria. The role covers the full customer lifecycle from onboarding through retention, requiring strong people leadership and experience in high-volume customer-facing industries such as Telecom, FMCG, or Technology. The successful candidate will build CX strategy, establish service governance, drive retention, and foster a customer-first culture across the organization.
- Lead end-to-end Customer Experience and Post-Sales for Nigeria
- 12–18+ years experience; Telecom industry strongly preferred
- Own customer lifecycle: onboarding, support, retention, renewal
- Establish SLAs, CX metrics (NPS, CSAT, CES), and governance frameworks
- Cross-functional leadership across Sales, Ops, Product, Tech, and Finance
- Experience in Africa/Nigeria is an added advantage
AI job guide
Use this guide to check salary signals, requirements, documents, application steps and safety before you apply.
AI salary guide
Not enough public dataNot enough public salary data is available for this exact role. Before applying, prepare to ask about gross pay, benefits, contract length, probation period, transport and any allowances.
Can you qualify for this role?
- Required12+ years of relevant experienceThe job post includes a minimum experience signal.
- RequiredEducation or certification mentioned in the postThe captured text mentions education, a diploma, certificate, or licence.
- PreferredPractical evidence in sales, retail, call_centerThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in Not specifiedThe vacancy is associated with this location.
Documents to prepare
- Likely requiredUpdated CV
- Role specificCover letter or short employer message
- OptionalProfessional references
- Role specificAcademic or professional certificates
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest Head of Customer Experience evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to Spiro and the role in Not specified.
- Add concrete examples related to sales, retail, call_center, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from MyJobMag Nigeria; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
- Prepare a polite question about pay, benefits and contract terms for later interview stages.
Source and safety check
- MyJobMag Nigeria
- Original source link available
- Application method is clear
- Deadline not specified
- No major risk signal was detected in the captured text.
Never pay for interviews, shortlisting, medical checks, uniforms, or job placement. Confirm every application at the original source before sharing personal documents. Report suspicious listing.
Interview preparation
- What experience makes you a strong fit for this Head of Customer Experience role in sales, retail?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Not specified under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research Spiro before the interview.
Ask what the first priorities will be in the role and how success will be measured.
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Original source description
We are looking for an experienced and customer-centric Head of Customer Experience: to lead the overall customer experience: and post-sales function in Nigeria. The ideal candidate will be a strong people leader with deep experience: in customer lifecycle management, post-sales service, customer retention and service excellence . Candidates from the Telecom, FMCG, Technology, Consumer Services or other high-volume customer-facing industries will be preferred. The role will be responsible for building a seamless customer journey across onboarding, service delivery, customer support, engagement, retention and issue resolution , while creating a strong customer-first culture across the organization. Key Responsibilities: Lead the overall Customer Experience: and Post-Sales function for Nigeria. Develop and implement a customer experience: strategy aligned with business and growth objectives. Own the complete customer lifecycle , from onboarding and activation through ongoing service, engagement, retention and renewal. Establish robust processes for customer onboarding, support, complaints, escalation management and service recovery . Develop and monitor key CX metrics including NPS, CSAT, CES, customer retention, churn, complaint resolution time and first-contact resolution . Identify customer pain points and drive process and service improvements across functions. Build strong mechanisms for collecting, analysing and acting on customer feedback and insights . Work closely with Sales, Operations, Product, Technology and Finance teams to ensure a seamless customer journey. Lead escalation management for key and strategic customers. Develop SLA and service governance frameworks and ensure adherence across teams. Build dashboards and management reports to provide visibility on customer experience: and service performance. Drive customer retention, loyalty and relationship-building initiatives. Establish a strong service culture and customer-centric mindset across the organization. Lead, mentor and develop the Customer Experience: / Customer Service team. Design training and capability-building programs focused on customer handling, communication, problem-solving and service excellence . Leverage technology, CRM and analytics to improve customer engagement and service delivery. Benchmark customer experience: practices and introduce industry best practices. Ideal Candidate Profile 12–18+ years of experience: in Customer Experience, Customer Success, Customer Service, Post-Sales, Service Operations or related functions. Strong preference for candidates from the Telecom industry , particularly those who have managed large customer bases and complex customer journeys. Experience: in FMCG, Consumer Durables, Technology, Mobility, Retail or other high-volume customer-facing businesses will also be considered. Strong experience: in post-sales and customer lifecycle management . Demonstrated experience: managing large teams and customer-facing operations . Strong understanding of CRM systems, customer analytics, service KPIs and CX dashboards . Proven track record of improving customer satisfaction, retention, service quality and operational efficiency . Strong stakeholder management skills with the ability to work effectively across Sales, Operations, Product and Technology. Excellent communication, negotiation and problem-solving skills. Strong commercial orientation with an understanding of the relationship between customer experience, retention and business growth . Experience: working in Africa / Nigeria will be an added advantage. Bachelor's/Master's degree in Business, Management, Marketing, Communications or a related discipline preferred. What We Are Looking For We are looking for a high-energy, mature and people-oriented customer experience: leader who can build the function, establish processes and create a culture of service excellence. Professionals who have worked in Telecom, FMCG or other consumer-facing businesses , particularly in roles involving post-sales, customer retention, service operations and large team management , would be a strong fit. Check how your CV aligns with this job Method of Application Interested and qualified? Go to Spiro on www.linkedin.com to apply Build your CV for free. Download in different templates.