Head of Customer Experience

About this role

Head of Customer Experience at Venco in Lagos; a senior leadership role overseeing the CX function across Nigeria, Kenya and Ghana for more than 600 live residential communities. It covers the full customer journey, from reactive support and SLA management to proactive account management, customer success and retention.

What you would do

• Build and lead Venco's unified CX operating model across Nigeria, Kenya and Ghana.
• Drive SLA performance, CSAT, NPS and first-contact resolution.
• Lead proactive account management, customer success and retention; manage churn risk and account health.
• Design workforce planning, queue balancing and team rotas.
• Oversee customer escalations and CX and Engineering incident management; develop scalable CX processes, dashboards and playbooks.
• Develop and coach the CX team and partner with Product, Engineering, Growth, Finance and Onboarding.

What they are asking for

• Bachelor's Degree with 7+ years in Customer Experience, Customer Success or Support leadership.
• 3+ years leading teams of 8+ people.
• Experience managing both reactive support and proactive account management.
• Strong understanding of CX metrics, workforce planning and retention.
• Experience building structure and systems within a growing/lean organisation.
• Familiarity with Nigeria/Kenya data protection and regulated financial-services complaints is an advantage.

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