Head of Customer Experience at Duff and Meadows Limited

At Duff & Meadows, we empower businesses with strategic human resource solutions that drive performance, enhance workplace culture, and optimize talent management. Our expertise spans across recruitment, employee engagement, compliance, leadership development, and workforce planning, ensuring organizations achieve sustainable success.

Head of Customer Experience

Job Type: Full Time
Qualification: BA/BSc/HND
Experience: 5 years
Location: Lagos
Job Field: Customer Care , Sales / Marketing / Retail / Business Development
Salary Range: ₦500,000 – ₦750,000/month

Develop and sustain long-term relationships with clients, ensuring their continued satisfaction with Company’s offerings.
Oversee the onboarding of new clients, providing comprehensive training on Company’s systems and ensuring a smooth transition.
Conduct periodic customer health-checks and review customer satisfaction survey results to identify areas for improvement.
Coordinate with the technical team to address any issues or concerns customers may have with their solutions.
Act as an advocate for customer needs within the company, inﬂuencing product development and service enhancements.
Implement strategies to enhance the sensory appeal of all client interactions, ensuring that experiences are engaging, intuitive, and memorable.
Manage the presentation and ambience of Company’s Experience Centers to deliver a consistent and high-quality sensory experience that aligns with brand values.
Ensure that digital touchpoints, such as the website, phone line, email and social media platforms, are optimized to provide an interactive and sensory-rich experience.
Collaborate with marketing, sales, and technical teams to maintain a cohesive customer journey that reﬂects Company’s commitment to quality and innovation.

Prepare and present regular performance reports detailing customer engagement levels, satisfaction metrics, and the effectiveness of sensory experience strategies.
Identify and execute opportunities for upselling and upgrades to existing customers.
Recommend and sell client care plans that meet customer needs and enhance their success.
Engage with customers proactively to encourage and facilitate referral business.
Develop a comprehensive understanding of product offerings to create tailored value propositions.
Monitor customer health metrics to strategize on maximizing customer lifetime value.
Build and maintain strong relationships, fostering a network of customer advocates.
Ensure a positive customer experience that aligns with the company’s service excellence standards.