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.