Customer Experience Senior Manager

SmallSmall Technology

SmallSmall Technology is a forward-thinking company transforming the real estate rental and e-Commerce market with flexible, affordable living solutions across Nigeria.

About the Customer Experience Senior Manager Role

We are sourcing for a candidate to join our team as a Customer Experience Senior Manager at SmallSmall. You will play a crucial role in addressing the needs of our customers and customer experience team. You will manage communication through multiple channels, resolve issues, and maintain customer satisfaction by designing and implementing customer service standards and guidelines to ensure consistent and exceptional service delivery.

What You’ll Do

As the Customer Experience Senior Manager :

• Handle and resolve customer complaints effectively by obtaining and evaluating relevant information. Provide appropriate solutions within the specified timeframes and ensure customer satisfaction.
• Collaborate with cross-functional teams, such as marketing, sales, product development, and the customer service team, to align customer experience efforts with business goals and objectives.
• Ensure customer service teams are equipped with the right tools and technology (e.g., CRM systems, chatbots) to handle queries efficiently.
• Analyse customer feedback, surveys, and data to identify customer pain points and different ways to improve the customer journey and create a positive experience.
• Monitor and measure key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholders.
• Design and implement customer service standards and guidelines to ensure consistent and exceptional service delivery for building customer relations.
• Provide training to customer service staff on new products, features, and company policies.
• Ensure compliance with data protection and privacy laws when handling customer data and communication.
• Lead initiatives to scale customer service teams as the company grows, implementing new technologies such as AI-driven customer support or expanding to global support systems.
• Prepare detailed reports for executive leadership on customer service trends, key issues, and proposed solutions.

Who You Are

We’re looking for someone who meets the following qualifications :

Minimum Requirements

Benefits

Application Instructions

To apply, click the "Apply for this job" button below and complete the required fields.

Questions? Please contact careers@smallsmall.com

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