Customer Experience Manager

About this role

Torah Holdings Limited seeks a Customer Experience Manager in Abuja (FCT) on a full-time basis. The role focuses on ensuring excellent customer service at all touchpoints, developing service standards, and managing feedback and complaints to build loyalty. The successful candidate will oversee interactions across channels, supervise customer service staff, analyse feedback, and work with other departments to improve the customer journey. The company operates across real estate, investment and financial advisory, and communications, emphasising client-focused solutions and long-term value creation.

What you would do

• Develop and implement customer experience strategies and service standards
• Oversee customer interactions across telephone, email, social media, live chat and other channels
• Supervise and support customer service representatives
• Resolve customer enquiries and complaints promptly and professionally
• Handle complex and escalated customer complaints
• Monitor customer satisfaction and identify areas for improvement
• Develop procedures for managing customer complaints, enquiries and feedback
• Analyse feedback to identify recurring problems and propose solutions
• Collaborate with sales, marketing and operations to improve the customer journey
• Develop retention and loyalty initiatives and train staff on standards

What they are asking for

• Relevant qualifications and experience (unspecified)

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