Customer Experience Manager

About this role

A hands-on leadership role overseeing customer experience operations for a diagnostic healthcare facility. The position involves developing and implementing service improvement strategies, managing customer complaints, monitoring team performance, and ensuring a consistently excellent patient experience. The role requires strong organisational and people-management skills, with healthcare sector experience considered an advantage. The employer is Foremost Radiology Consultants Limited (FRCL), a diagnostic facility providing radiology, lab, pathology, cardiology, and related services, and is offering a full-time, onsite position in Lagos. Salary is based on experience.

What you would do

• Oversee customer experience operations.
• Develop and implement service improvement strategies.
• Manage customer complaints and feedback.
• Monitor and assess team performance.
• Streamline processes to enhance patient experience.
• Coordinate interactions between staff and customers.
• Lead and develop the customer experience team.
• Ensure compliance with patient care standards.
• Collaborate with other departments to improve service delivery.
• Maintain high levels of customer satisfaction.

What they are asking for

• Proven experience in a similar managerial role.
• Ability to lead teams and manage processes and customer interactions.
• Proactive, detail-oriented and well-organised.
• Strong coordination and people-management skills.
• Experience in the healthcare sector is an advantage.

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