About Accretio
We are a talent company empowering businesses through innovative talent solutions for sustainable growth in Africa.
About Our Partner
We are currently recruiting on behalf of our partner, an early-growth startup. The company operates in a fast-paced, evolving environment and is seeking a CX & Ops to lead how customers experience their services.
Role Overview
This role sits at the intersection of customers, processes, people, and performance. You will be responsible for designing seamless customer journeys, ensuring service delivery excellence, and building scalable operational systems that support growth.
Location: Ikeja, Lagos
Work mode: Onsite
Pay: Up to ₦450,000.00 per month
What You'll Do
Customer Experience (CX)
Own and continuously improve the end-to-end customer journey, from onboarding to ongoing service delivery and retention.
Act as the voice of the customer, gathering insights through feedback, data, and direct engagement.
Design and implement CX standards, SLAs, and service quality benchmarks.
Resolve escalated customer issues and ensure timely, professional resolution.
Partner with Sales and Account Management to improve customer satisfaction, renewals, and upsell opportunities.
Team Leadership & Collaboration
Set clear performance expectations, KPIs, and accountability frameworks.
Foster a customer-first, high-performance culture.
Work cross-functionally with Sales, Finance, Product
Who You Are
5+ years experience in customer experience or service delivery.
Proven experience leading cross-functional teams
Strong understanding of customer journey design, service excellence, and process optimisation.
Excellent stakeholder management and communication skills.
Highly structured, detail-oriented, and data-driven.
Proficient in the use of Excel or Spreadsheet.
Experience implementing operational systems, SOPs, and performance frameworks.
Ability to thrive in a fast-paced, growth-oriented environment.
Skills Required
- 5+ years experience in customer experience or service delivery.
- Proven experience leading cross-functional teams.
- Strong understanding of customer journey design, service excellence, and process optimisation.
- Excellent stakeholder management and communication skills.
- Highly structured, detail-oriented, and data-driven.
- Proficient in the use of Excel or Spreadsheet.
- Experience implementing operational systems, SOPs, and performance frameworks.
- Ability to thrive in a fast-paced, growth-oriented environment.
