CUSTOMER EXPERIENCED MANAGER AT DOII DESIGN LIMITED | CUSTOMER EXPERIENCED MANAGER JOBS IN LAGOS

About Company:

Doii Design Limited is a Manufacturing company into Furnitures and Interior designs, is recruiting suitably qualified candidates to fill the position below:

Job Description:

We are seeking a strategic and high-energy Customer Experience Manager to lead our service excellence initiatives. Based in Victoria Island, you will be the primary advocate for our clients, ensuring that every touchpoint—from initial inquiry to post-purchase delivery—reflects our commitment to quality.

This is a dual-impact role: you will be a Strategic Partner, using sales data and CRM insights to drive retention, and a Hands-on Leader, overseeing office management and front-line service standards. The ideal candidate has 5+ years of experience (ideally in high-end retail or furniture) and a proven ability to align cross-functional teams toward a single goal: total customer loyalty.

Requirements:

1. Strategic Relationship & Stakeholder Management

• Executive Liaison: Build and maintain high-level relationships with key stakeholders and business executives to ensure long-term client retention.

• Data-Driven Strategy: Leverage sales data and customer behavior trends to shape strategic decisions and service improvements.

• Cross-Functional Alignment: Orchestrate collaboration between Marketing, Sales, Product Development, and Support teams to ensure a unified brand experience.

2. Performance Intelligence & CX Analytics

• Metric Ownership: Monitor and measure critical KPIs including NPS (Net Promoter Score), CSAT (Customer Satisfaction), and Customer Retention Rates.

• Insightful Reporting: Provide senior management with regular reports that translate raw feedback into actionable business intelligence.

• Continuous Improvement: Identify friction points in the customer journey and lead the implementation of corrective strategies.

3. Operational Leadership & Office Management

• Supervisory Excellence: Lead and mentor the customer service team, fostering a culture of high performance and conflict resolution.

• Administrative Oversight: Manage general office duties and administrative tasks that support the company’s sales goals, including assisting with phone overflow during peak periods.

• Systems Management: Ensure the effective use of CRM tools and feedback systems to maintain accurate client records and histories.

Qualifications and Skills:

Professional Profile

• Education: Bachelor’s degree in Business Administration, Marketing, Communications, or a related field.

• Experience: 5+ years in Customer Service or Experience Management, with at least 3 years in a supervisory/leadership role.

• Industry Preference: Direct experience in Retail or the Furniture industry is highly preferred.

Core Competencies

• Leadership & Conflict Resolution: A proven ability to navigate difficult client interactions and inspire internal teams.

• Technical IQ: Proficiency in CRM platforms (e.g., Salesforce, Zoho, or HubSpot) and customer feedback software.

• Analytical Mindset: Comfortable working with data to identify trends and measure success.

Salary

Application Closing Date: Not specified

Application Instructions:

Interested and qualified candidates should send their Resume to: careers@doii-designs.com using the Job Position as the subject of the email.