About:
Our client is Nigeria’s leading interior design and furniture manufacturing company, renowned for its uncompromising quality, innovative design solutions, and commitment to excellence. With over three decades of experience, they have consistently delivered perfection, blending functionality and style to transform spaces into memorable experiences. Their portfolio spans residential, commercial, and hospitality projects, reflecting our dedication to craftsmanship and customer satisfaction.
Location: Ilupeju, Lagos, Nigeria
Work Schedule: Onsite (Mon-Sat)
Role Overview
We are seeking a dynamic and visionary Head of Customer Service to lead our customer engagement strategies, ensuring an exceptional experience that aligns with our brand's commitment to excellence. This role requires a blend of design sensibility, project management acumen, and a passion for delivering unparalleled customer service.
Key Responsibilities
- Customer Experience Leadership: Develop and implement customer service strategies that enhance client satisfaction and loyalty.
- Design Collaboration: Work closely with design and production teams to ensure customer feedback informs product development and service delivery.
- Project Management: Oversee client projects from inception to completion, ensuring timelines, budgets, and quality standards are met.
- Team Development: Lead, mentor, and develop the customer service team, fostering a culture of excellence and continuous improvement.
- Process Optimization: Identify and implement process improvements to enhance efficiency and customer satisfaction.
- Stakeholder Engagement: Serve as the primary point of contact for key clients, building and maintaining strong relationships.
- Performance Metrics: Monitor and report on customer service metrics, using data to drive decision-making and improvements.
Qualifications
- Bachelor’s degree in business administration, Marketing, Architecture, Interior Design, or a related field. An MBA or relevant postgraduate qualification is an advantage.
- Minimum of 5 years in a customer service leadership role, preferably within the interior design, architecture, or furniture manufacturing industry.
- Strong understanding of design principles and the ability to interpret and communicate design concepts effectively.
- Proven experience managing complex projects with multiple stakeholders.
- Excellent verbal and written communication skills, with the ability to engage effectively with clients and internal teams.
- Proficient in Microsoft Office Suite and customer relationship management (CRM) software. Familiarity with design software is a plus.
- Demonstrated ability to lead and inspire teams, with a focus on achieving results and fostering a positive work environment.
Job Type: Full-time
Ability to commute/relocate:
- Lagos: Reliably commute or planning to relocate before starting work (Required)
Application Question(s):
- Are you proficient in Microsoft Office Suite and customer relationship management (CRM) software ?
- Do you have experience in a customer service leadership role, preferably within the interior design, architecture, or furniture manufacturing industry?
Education:
- Undergraduate (Required)
Experience:
- Customer service leadership role: 5 years (Required)
Location:
- Lagos (Required)
