The Role
Lead development and execution of customer experience strategy, design end-to-end journeys, run VoC programs, monitor satisfaction and SLAs, drive retention, advocacy, and account growth, and build high-performing customer-facing teams while partnering with Sales, Product, Marketing, and Service Delivery.
Summary Generated by Built In
Key Respnsibility
Develop and implement the organization's customer experience strategy.
Develop and implement the organization's customer experience strategy.
Design and optimize end-to-end customer journeys, from onboarding to renewal.
Lead customer retention, adoption, and loyalty initiatives.
Establish Voice of Customer (VoC) programs and leverage customer insights to drive improvements.
Monitor customer satisfaction, service quality, and SLA performance.
Build and maintain executive-level relationships with key customers.
Collaborate with Sales, Product, Marketing, and Service Delivery teams to enhance customer outcomes.
Lead, mentor, and develop high-performing customer-facing teams.
Drive customer advocacy, account growth, and expansion opportunities.
Requirements
Requirement
Bachelor's Degree in Business Administration, Marketing, Information Technology, Computer Science, or a related field.
Bachelor's Degree in Business Administration, Marketing, Information Technology, Computer Science, or a related field.
MBA or Master's Degree in Customer Experience Management, Strategic Management, or a related discipline is an advantage.
10–15 years of progressive experience in Customer Experience, Customer Success, Service Delivery, or Account Management.
Minimum of 5–8 years in a senior leadership role managing customer-facing teams.
Proven experience within a Technology Solutions or IT Services.
environment.
Experience managing enterprise customer portfolios and customer transformation initiatives.
Skills Required
- Bachelor's Degree in Business Administration, Marketing, Information Technology, Computer Science, or related field.
- MBA or Master's Degree in Customer Experience Management, Strategic Management, or related discipline.
- 10-15 years of progressive experience in Customer Experience, Customer Success, Service Delivery, or Account Management.
- Minimum of 5-8 years in a senior leadership role managing customer-facing teams.
- Proven experience within a Technology Solutions or IT Services environment.
- Experience managing enterprise customer portfolios and customer transformation initiatives.
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The Company
What We Do
Avetium Consult, now operating as Avetium Technologies, is a Nigerian business technology and business-process-outsourcing company. It helps organizations streamline operations, optimize processes, and improve productivity through enterprise applications, IT infrastructure, cloud services, cybersecurity, customer-management solutions, and managed operational support. The company serves startups, SMEs, large enterprises, and public- and private-sector organizations across Nigeria and the wider African market, with measurable business results.
