Customer Experience Manager Job at Landmark Africa Group

Landmark Africa is a leading real estate and property development company with a real estate portfolio of over 130,000sqm of mixed-use office, leisure and residential space for multinational and domestic companies in Nigeria. Since opening our doors in 1997, Landmark Africa has provided serviced offices, real estate development, bespoke market research, and advisory services to over 5000 organizations including a vast network of blue chip companies.

We are recruiting to fill the position below:

Job Position: Customer Experience Manager

Job Location: Lagos

Role Overview

• We are seeking a dynamic and experienced Customer Experience Manager to join our team.
• As the Customer Experience Manager, you will be responsible for ensuring that every interaction our customers have with our brand is exceptional.
• You will lead initiatives to enhance customer satisfaction, loyalty, and retention across all touchpoints,l of our ecosystem.

Key Responsibilities

• Develop and implement a comprehensive customer experience strategy aligned with company objectives.
• Oversee the design and delivery of seamless customer journeys across all channels, including online platforms, physical locations, and events.
• Establish and maintain standards for service excellence, ensuring that all customer interactions reflect our brand values.
• Analyze customer feedback and data to identify trends, pain points, and opportunities for improvement.
• Collaborate with cross-functional teams to address customer issues and drive continuous improvement in products, services, and processes.
• Lead the training and development of frontline staff to deliver exceptional service and resolve customer inquiries effectively.
• Champion a customer-centric culture throughout the organization, fostering a mindset of empathy, accountability, and continuous learning.

Qualifications

• Bachelor's Degree in Business Administration, Marketing, or a related field; MBA preferred.
• Proven track record of at least 5 years in a customer experience or related role, preferably within the real estate or property development industry.
• Strong understanding of customer behavior, market trends, and best practices in customer experience management.
• Excellent communication, interpersonal, and leadership skills.
• Analytical mindset with the ability to translate data into actionable insights.
• Demonstrated ability to influence and collaborate with stakeholders at all levels of the organization.

Method of Application
Interested and qualified candidates should send their Resume and Cover Letter outlining their relevant experience and qualifications to: recruitment@landmarkafrica.com using the Job Position as the subject of the email.