Customer Experience Manager

Torah Holdings Limited is a diversified company strategically positioned across key sectors including real estate and property development, investment and financial advisory, as well as communications. At Torah, we are driven by a commitment to excellence, innovation, and long-term value creation. Our operations are guided by industry expertise and a client-first philosophy that ensures we deliver tailored solutions with measurable impact. We are recruiting to fill the position below:

Job Title: Customer Experience Manager

Location: Abuja (FCT)

Employment Type: Full-time

Department: Customer Experience and Service Delivery

Reports To: Managing Director

Job Summary

The Customer Experience Manager ensures customers receive excellent service at every stage of their interaction with the company. The role involves developing customer service standards, managing customer feedback, resolving escalated complaints, improving customer satisfaction, and building long-term customer loyalty.

Key Responsibilities

Develop and implement customer experience strategies and service standards. Oversee customer interactions across telephone, email, social media, live chat, and other service channels. Supervise and support customer service representatives. Ensure customer enquiries and complaints are resolved promptly and professionally. Handle complex and escalated customer complaints. Monitor customer satisfaction and identify areas for service improvement. Develop procedures for managing customer complaints, enquiries, and feedback. Analyse customer feedback to identify recurring problems and recommend solutions. Work with sales, marketing, and operations teams to improve the overall customer journey. Develop customer retention and loyalty initiatives. Train employees on customer service standards and professional communication. Monitor service delivery and ensure compliance with company policies. Prepare customer experience reports for management. Recommend process improvements to enhance customer satisfaction and operational efficiency.

Requirements

Interested candidates should possess relevant qualifications and experience.