Head Of Customer Experience At Ascentech Services Limited

Head Of Customer Experience At Spiro

About the Role We are looking for an experienced and customer-centric Head of Customer Experience to lead the overall customer experience and post-sales function in Nigeria. The ideal candidate will be a strong people leader with deep experience in customer lifecycle management, post-sales service, customer retention and service excellence. Candidates from the Telecom, FMCG, Technology, Consumer Services or other high-volume customer-facing industries will be preferred. The role will be responsible for building a seamless customer journey across onboarding, service delivery, customer support, engagement, retention and issue resolution, while creating a strong customer-first culture across the organization. Key Responsibilities Lead the overall Customer Experience and Post-Sales function for Nigeria. Develop and implement a customer experience strategy aligned with business and growth objectives. Own the complete customer lifecycle, from onboarding and activation through ongoing service, engagement, retention and renewal. Establish robust processes for customer onboarding, support, complaints, escalation management and service recovery. Develop and monitor key CX metrics including NPS, CSAT, CES, customer retention, churn, complaint resolution time and first-contact resolution. Identify customer pain points and drive process and service improvements across functions. Build strong mechanisms for collecting, analysing and acting on customer feedback and insights. Work closely with Sales, Operations, Product, Technology and Finance teams to ensure a seamless customer journey. Lead escalation management for key and strategic customers. Develop SLA and service governance frameworks and ensure adherence across teams. Build dashboards and management reports to provide visibility on customer experience and service performance. Drive customer retention, loyalty and relationship-building initiatives. Establish a strong service culture and customer-centric mindset across the organization. Lead, mentor and develop the Customer Experience / Customer Service team. Design training and capability-building programs focused on customer handling, communication, problem-solving and service excellence. Leverage technology, CRM and analytics to improve customer engagement and service delivery. Benchmark customer experience practices and introduce industry best practices. Ideal Candidate Profile 12 - 18+ years of experience in Customer Experience, Customer Success, Customer Service, Post-Sales, Service Operations or related functions. Strong preference for candidates from the Telecom industry, particularly those who have managed large customer bases and complex customer journeys. Experience in FMCG, Consumer Durables, Technology, Mobility, Retail or other high-volume customer-facing businesses will also be considered. Strong experience in post-sales and customer lifecycle management. Demonstrated experience managing large teams and customer-facing operations. Strong understanding of CRM systems, customer analytics, service KPIs and CX dashboards. Proven track record of improving customer satisfaction, retention, service quality and operational efficiency. Strong stakeholder management skills with the ability to work effectively across Sales, Operations, Product and Technology. Excellent communication, negotiation and problem-solving skills. Strong commercial orientation with an understanding of the relationship between customer experience, retention and business growth. Experience working in Africa / Nigeria will be an added advantage. Bachelor's/Master's degree in Business, Management, Marketing, Communications or a related discipline preferred. What We Are Looking For We are looking for a high-energy, mature and people-oriented customer experience leader who can build the function, establish processes and create a culture of service excellence. Professionals who have worked in Telecom, FMCG or other consumer-facing businesses, particularly in roles involving post-sales, customer retention, service operations and large team management, would be a strong fit.