CUSTOMER EXPERIENCE LEAD AT BEDROCK RESIDENCES | CUSTOMER SERVICE JOBS IN LAGOS

About Company:

Bedrock Residences is a hospitality firm offering premium, fully serviced apartments thoughtfully designed to deliver comfort, convenience, and an exceptional guest experience. We provide a personalized and memorable stay, tailored to meet the needs of both business and leisure travelers.

With a growing portfolio across key hubs including Ikeja GRA, Opebi, and Yaba, Bedrock has established itself as a leader in Nigeria’s expanding hospitality sector.

Job Description:

We are seeking a strategic and high-energy Customer Experience Lead to design, drive, and optimize guest experiences across all our business units. In this pivotal leadership role, you will be the architect of our service standards, ensuring every customer interaction is consistent, high-quality, and perfectly aligned with our brand values. You will be responsible for bridging the gap between operational efficiency and guest satisfaction, turning every touchpoint into an opportunity for loyalty and revenue growth.

The ideal candidate is a seasoned service professional with a deep understanding of the "guest-first" philosophy, particularly within the hospitality sector, and a proven ability to lead teams toward aggressive conversion and retention targets.

Requirements:

Strategic CX Design & Implementation

• Strategy Development: Create and execute a comprehensive CX roadmap designed to elevate service quality and measurably improve customer satisfaction scores.

• Standards & SOPs: Develop and enforce rigorous CX policies and Standard Operating Procedures (SOPs) across all business units to ensure a uniform brand experience.

• Journey Mapping: Map, monitor, and optimize end-to-end customer journeys, identifying friction points and implementing solutions to increase customer lifetime value and retention.

Revenue & Performance Management

• Conversion Optimization: Drive business growth by leading the team to achieve ambitious conversion targets, ranging from 70% to 100%.

• Operational Efficiency: Align service delivery with operational goals to ensure that high-quality guest experiences are delivered profitably and efficiently.

Feedback & Relationship Management

• Voice of the Customer: Oversee all feedback channels, ensuring that guest insights are captured accurately and used to drive continuous service improvements.

• Resolution Management: Take ownership of complex complaints, ensuring prompt, empathetic, and effective resolutions that restore guest confidence.

• Stakeholder Collaboration: Work closely with department heads to instill a customer-centric culture across the entire organization.

Qualifications and Skills:

• Education:

  • Bachelor’s Degree in Business Administration, Hospitality Management, or a related field.

• Experience:

  • Minimum of 7 years of progressive experience in Customer Experience, Guest Relations, or Service Delivery.

  • Direct experience within the hospitality industry is highly preferred.

  • Proven track record in a supervisory or leadership role is mandatory.

• Technical Proficiency:

  • Hands-on experience with CRM systems and digital feedback/survey tools.

• Core Competencies:

  • Emotional Intelligence: Exceptional ability to read social cues and manage guest emotions with grace and professionalism.

  • Stakeholder Management: Skill in influencing and collaborating with diverse internal teams and external partners.

  • Problem-Solving: A proactive approach to identifying service gaps and implementing creative, data-driven solutions.

Salary

Application Closing Date: Not specified

Application Instructions:

Interested and qualified candidates should send their CV to: people@bedrockresidencies.com using the Job Position as the subject of the mail.