Head of Customer Experience (CX) Job at First Excelsia Professional Services Limited

First Excelsia Professional Services Limited - Our client is seeking a candidate who will be responsible for designing and implementing customer support systems and feedback loops, ensuring seamless service delivery and satisfaction in the capacity below:

Job Position: Head of Customer Experience (CX)
Job Location: Abuja
Employment Type: Full-time
Industry: Logistics

Key Responsibilities

• Build and manage the CX team (call center, chat support, escalation).
• Define SLAs for response time, resolution rate, and customer satisfaction.
• Implement CRM and feedback tracking tools.
• Collaborate with operations to resolve delivery issues.
• Develop customer loyalty and retention initiatives.

Person Specification

• Bachelor’s Degree in Communications, Marketing, or related.
• 5 – 7 years in customer service leadership (e-commerce or logistics).
• Familiarity with CRM tools (Zoho, Freshdesk, Zendesk).
• Strong empathy, communication, and analytics orientation.

Annual Net Remuneration
N4,800,000 / annum

Method of Application
Interested and qualified candidates should send their CVs to talentsearch@firstexcelsia.com using “Head of Customer Experience (CX)” as the subject of the mail.