Customer Experience Manager
AI summary
SixthLab Medical is hiring a full-time Customer Experience Manager in Lagos to lead end-to-end customer experience across sales, delivery, installation, and after-sales support. The role involves managing Zoho CRM, coordinating with multiple departments, supervising customer service staff, and driving customer satisfaction, retention, and continuous improvement initiatives.
- Full-time role based in Lagos, Nigeria
- Requires 4–6 years of customer experience or operations management experience
- At least 2 years in a supervisory or managerial role
- Involves managing Zoho CRM and cross-functional coordination
- Focus on customer satisfaction, retention, and complaint resolution
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?
- Required4+ 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.
- UnclearComfort with the Full-time contract termsConfirm hours, duration, probation and benefits at the original source.
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 Customer Experience Manager evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to SixthLab Medical 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 Jobgurus 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
- Jobgurus 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 Customer Experience Manager 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 SixthLab Medical before the interview.
Ask what the first priorities will be in the role and how success will be measured.
Similar jobs to consider
Use AI to apply better
After confirming the original source, use Career Assistant to check role fit, tailor your CV and prepare a cover letter or employer message.
Original source description
Customer Experience: Manager Job at SixthLab Medical | Jobgurus Toggle navigation Jobs Job Seekers Aptitude Test Scholarships Register Sign in Employer? Post a Job CLICK HERE TO JOIN OUR WHATSAPP CHANNEL Customer Experience: Manager Job at SixthLab Medical SixthLab Medical (also appearing as Sixth?Lab?Ventures) is a Nigeria-based company specialising in the supply and servicing of diagnostic and therapeutic medical equipment and consumables. We are recruiting to fill the position below: Job Position: Customer Experience: Manager Job Location: Lagos Employment Type: Full-time Job Summary The Customer Experience: Manager is responsible for overseeing and improving the end-to-end customer experience: at Sixthlab Medical Nigeria Limited. The role ensures customers receive exceptional service from initial enquiry through product delivery, installation, after-sales support, and ongoing relationship management. The successful candidate will coordinate closely with the Sales, Biomedical Engineering, Logistics, Procurement, Finance, and HR teams to ensure timely service delivery, effective complaint resolution, customer retention, and continuous improvement of the customer journey. The role will also drive the effective use of Zoho CRM to ensure customer information, service activities, and follow-ups are accurately captured and managed. Key Responsibilities: Customer Experience: & Relationship Management: Manage and continuously improve the entire customer journey across all touchpoints. Develop and implement initiatives to improve customer satisfaction, loyalty, and retention. Build and maintain strong relationships with key customers and stakeholders. Conduct regular customer follow-ups and satisfaction surveys. Customer Service Operations: Ensure prompt and professional handling of customer enquiries, requests, and complaints. Establish service standards and monitor adherence to agreed response and resolution timelines. Coordinate customer onboarding, product orientation, and after-sales support activities. Ensure customers receive timely updates on deliveries, installations, preventive maintenance, and service requests. Complaint Resolution: Manage customer complaints through to resolution while ensuring excellent customer communication. Coordinate with relevant departments to resolve issues promptly. Identify recurring customer concerns and recommend process improvements to prevent recurrence. Cross-Functional Coordination: Work closely with Sales, Technical, Logistics, Procurement, and Finance teams to ensure seamless service delivery. Monitor outstanding customer issues and drive timely resolution. Support effective communication between internal teams and customers. CRM & Reporting: Manage the effective use of Zoho CRM for customer records, interactions, service requests, and follow-ups. Ensure customer information is accurate, complete, and up to date. Prepare weekly and monthly customer experience: reports, highlighting trends, customer feedback, complaints, and improvement opportunities. Team Leadership: Supervise Customer Service personnel and provide coaching where required. Develop customer service procedures and standard operating processes. Promote a customer-first culture across the organization. Key Performance Indicators (KPIs) Customer Satisfaction Score (CSAT) Customer Retention Rate Complaint Resolution Time First Response Time to Customer Enquiries Customer Complaint Closure Rate CRM Data Accuracy and Compliance Customer Follow-up Completion Rate Service Delivery Turnaround Time Number of Customer Experience: Improvement Initiatives Implemented Qualifications & Experience: Education: Bachelor's Degree in Business Administration, Marketing, Customer Service, Healthcare Administration, or a related discipline. Experience: Minimum of 4–6 years' experience: in Customer Service, Customer Experience, Customer Success, or Operations Management. At least 2 years in a supervisory or managerial role. Experience: in the medical, healthcare, diagnostics, pharmaceutical, or related industry is an added advantage Salary N200,000 - N250,000 monthly. Method of Application Interested and qualified candidates should send their CV to: [email protected] using the Job Position as the subject of the email. 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