Alpha Mead Group is a Total Real Estate Solutions Company established to provide robust business support services to local and international Real Estate investors or owners with interests in Facilities Management, Real Estate Development and Advisory, Security Systems and Technologies, Training, Healthcare Management and Real Estate Financing Services.

Job Location:  Lagos

Job Type: Full Time

Job Summary

As the Customer Experience Manager, you will be responsible for managing the day-to-day operations of our Customer Experience Centre. Your focus will be on optimizing customer satisfaction and loyalty through effective telemarketing, help desk management, and enhancing customer lifetime value.

You will drive the implementation of robust processes, utilize technology to streamline operations, and develop customer relationship programs. Your leadership will be instrumental in fostering a customer-centric culture within our organization.

Key Responsibilities

• Lead and oversee the day-to-day operations of our esteemed Customer Experience Centre, ensuring seamless coordination and driving optimal performance.
• Co-ordinate and optimize activities across the unit, utilizing cutting-edge technology to improve efficiency and accelerate adoption.
• Streamline business automation processes to enhance customer interactions and overall satisfaction.
• Elevate customer service experience and engagement to foster organic growth and unwavering customer loyalty.
• Efficiently manage the Telemarketing Programme, empowering the team to achieve outstanding results.
• Develop and implement robust processes and systems to handle customer feedback and requests, ensuring maximum satisfaction levels.
• Design and execute customer relationship programs to boost Customer Lifetime Value (CLV) and cultivate lasting connections.
• Lead customer orientation programs, instilling the essence of "We Care..." in our employees and stakeholders.
• Monitor and enhance Customer Satisfaction and Engagement, providing valuable insights for continuous improvement.
• Stay updated with industry developments and apply best practices to elevate our customer experience to unparalleled levels

• Bachelor's degree in any related field.
• A minimum of 7 years of relevant experience, including at least 4 years in a managerial role.
• Proficiency in business automation processes and CRM/Request Management software.
• Strong understanding of Customer Relations trends and ability to train and grow a team.
• Excellent verbal and phone communication skills, with active listening at the core.
• Exceptional relationship management abilities and high emotional intelligence.
• Experience in or interfacing with Sales and Marketing functions is highly desired.

Application Closing Date: 23rd July, 2023

This is a unique opportunity to drive positive change and make a lasting impact. Join us now and be part of our mission to shape unforgettable customer experiences!

Note: Only shortlisted candidates will be contacted for further steps in the selection process.