Role: Head, Customer Experience
Location: Ikoyi, Lagos
Budget: 500K
Reports to: MD Nigeria & Ghana
Our client an Art trading technology company is looking to fill the position of a Head of customer experience who will lead on the End-to-End Customer Experience strategy and execution, to maximize customer value and impact. In this role, the Head, Customer Experience will guide cross-functional development and management of a compelling and seamless customer experience that supports the company’s strategic and commercial goals. You will be able to build a light touch team to support you. This role will work closely with multiple cross-functional teams, with key stakeholders being Tech, Partnership, Marketing, Operations & Logistic, etc
Key Responsibilities Includes:
• Measure CX: Confirm and establish measurement and review of E2E CX indicators on a regular basis with senior stakeholders of each function and agree actions to close performance gaps and drive customer—centric joined-up decision-making
• Define CX and customer offer: Develop a target coherent customer experience across touchpoints and customer propositions that will strengthen Artsplit’s position as the number one platform for African art investment
• Operationalise strategic priorities: Translate high-level strategic priorities and opportunities into key frameworks & KPI’s
• Manage teams: Build a high performing team, lead: high-calibre cross-functional projects to ensure fast realisation of the value for customers through clear OKRs, stakeholder alignment, pragmatic execution including piloting/experimentation and effective roll-out framework and processes
• Track implementation: Establish a Quarterly governance with Execs to report on progress of key missions, CX KPIs along with Directors of key functions
Requirements:
• 5+ years of experience in leadership position
• Exceptional analytical and problem-solving skills, critical thinking
• Experience of project-management with digital mindset and/or consulting experience
• User adoption strategies
• Overall technical/functional expertise
• Understanding of CEX tech and today’s customer ecosystem
• Proven track record of managing and influencing a group of diverse stakeholders at different levels of organisation, internal and external collaboration
• Ability to communicate complex concepts in a structured, simple way
• Self-initiative and ability to deal with ambiguity
• Bachelor’s degree; or Advanced graduate degree (e.g., MBA, PhD, etc.)