Regional Customer Experience Manager
Date: 3 Jul 2025
Location: DIL HQ-Lagos, DIL HQ-Lagos
Company: Dangote Industries Limited
JOB PURPOSE / SUMMARY
To manage the regional Service Support team and own the customer experience within a specific geographical area. This role ensures the quality resolution of all customer issues and acts as the bridge between regional partners and the central command.
DUTIES AND RESPONSIBILTIES
● Handle complex customer issues that cannot be resolved by the Service Support Supervisors.
● Manage, coach, and oversee the daily workload, case management, and performance of the regional team of Service Support Supervisors and Officers.
● Prepare and present regular reports on regional service trends, challenges, team performance, and customer sentiment to the Head of Customer Success.
● Provide actionable feedback to central operations based on on-the-ground intelligence to drive service improvements.
Key Interfaces:
● Internal: Head of Customer Success, Service Support Supervisors, Key Partner Stations.
● External: Customers within the region.
QUALIFICATIONS
● BSc in Business Administration or a related discipline.
● 5-7 years of experience in customer service, with at least 2 years in a team lead or supervisory role.
● Direct experience in Nigeria's downstream oil and gas retail sector is mandatory.
● Strong understanding of customer service principles and practices.
● Excellent leadership, coaching, and conflict resolution skills.
● Willingness to travel within the designated region.