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Customer Care Manager
About this role
Aldelia Limited seeks a Customer Care Manager in Lagos to oversee and coordinate all customer care activities, including customer service, bookings, cargo readiness, and centralized service delivery, ensuring service levels meet client expectations and align with Group goals. The role involves defining the customer care strategy with Sales, monitoring KPIs, enforcing Group processes, supporting projects and new tools, and managing invoicing in line with contracts and regulations. You will supervise service delivery, cargo readiness, bookings and customer service, while fostering customer loyalty and developing an external network. The position targets professionals with extensive experience in marine, shipping or transport in an international context. The employer operates in the Oil & Gas sector with a global management approach and local teams to support clients locally and internationally.
What you would do
- Define the customer care strategy in coordination with Sales.
- Monitor and coordinate customer care activities to meet KPI targets and improve performance.
- Implement and ensure Group processes and procedures within the scope.
- Support Group projects and new tool deployments.
- Supervise service delivery activities including cargo readiness and bookings.
- Oversee customer service operations and support customer loyalty.
- Develop and maintain the external client network over the long term.
- Establish client invoicing in line with commercial contracts and applicable guidelines.
- Monitor Voice of Customer metrics (NPS, CSAT, Pulse, CJM, etc.).
- Lead agency transformation aligned with group strategy (customer care projects, tools, people).
What they are asking for
- Postgraduate degree in Business, Management or Logistics (+5 years).
- Minimum of 8 years of professional experience in a similar role in marine/shipping/transport in an international environment.
- Strong leadership, autonomy and interpersonal skills.
- Customer-oriented with adaptability and innovative mindset.
- Strong analytical skills with understanding of customer service processes, documentation and security initiatives.
- Clear understanding of Group Policies and procedures.
- Fluent in English and proficient with computer/IT tools.
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