Customer Experience Manager
AI summary
Sixthlab Medical Nigeria Limited is hiring a Customer Experience Manager to oversee the end-to-end customer journey across sales, delivery, installation, and after-sales support. The role requires coordinating with multiple departments, managing Zoho CRM, and driving customer satisfaction and retention initiatives in Lagos.
- Full-time managerial role based in Lagos
- Requires 4–6 years of customer experience or operations management experience
- At least 2 years in a supervisory or managerial role required
- Bachelor's degree in Business Administration, Marketing, or related field
- Experience in medical, healthcare, or diagnostics sector is an advantage
- Involves managing Zoho CRM and preparing customer experience reports
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, call_center, internshipThe 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 Nigeria Limited and the role in Not specified.
- Add concrete examples related to sales, call_center, internship, 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 Customer Experience Manager role in sales, call_center?
- 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 Nigeria Limited 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
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. They provide medical laboratory equipment sales: offering a wide range of diagnostic laboratory instruments (chemistry analyzers, bilirubin meters, etc.) tailored for ... Read more about this company Customer Experience: Manager Job Type Full Time Qualification BA/BSc/HND Experience: 4 - 6 years Location Lagos Job Field Customer Care, Success and Service 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 Check how your CV aligns with this job Method of Application Interested and qualified candidates should send their CV to: hrsixthlab@gmail.com using the job title as the subject of the email. Build your CV for free. Download in different templates.