Customer Experience Executive  New Oko Oba

JIJEDAPT Human Resources Consult Limited - Our client is a Lagos Mainland-based diversified service enterprise with interests in integrated cleaning solutions and logistics support services. Through its operating companies, the Group delivers professional laundry and garment care, commercial and residential cleaning, fumigation and pest control, facility management and support services, as well as integrated logistics solutions, including pickup and delivery, fleet management and last-mile distribution.

Serving residential, commercial, corporate and institutional clients, the Group is committed to delivering end-to-end service solutions through operational excellence, shared corporate services, technology-driven processes and a customer-centric approach, while driving sustainable business growth and long-term value creation. They are  recruiting to fill the position below:

 Job Title: Customer Experience Executive

Location: New Oko Oba, Lagos (New Oko Oba is around agege to Abule egba and close to fagba) 

Employment Type: Full-time Job Purpose

The Customer Experience Executive is responsible for developing, coordinating and continuously improving the customer experience across all business units of the Group. The role ensures consistent service standards, strengthens customer relationships, drives customer satisfaction and loyalty, and works collaboratively with the Strategic Business Units to deliver a seamless, premium customer experience that supports business growth and brand reputation.

Develop and implement customer experience initiatives across the Group. Promote a customer-centric culture throughout the organisation. Standardize customer service processes across all business units. Recommend improvements that enhance customer satisfaction and operational efficiency.

Build and maintain strong relationships with residential, commercial, corporate and institutional customers. Oversee the administration and optimization of the Customer Relationship Management (CRM) system. Monitor customer engagement and recommend customer retention strategies. Conduct periodic customer satisfaction surveys and service reviews.

Monitor customer service standards across all service channels and business units. Coordinate the timely resolution of customer complaints and service recovery actions. Work with Business Managers to improve service quality and customer responsiveness. Ensure service commitments and customer expectations are consistently achieved.

Analyse customer feedback, complaints and service trends. Prepare customer experience reports and recommend corrective actions. Identify opportunities for process improvement and innovation. Monitor customer satisfaction metrics and benchmark performance against industry best practices.

Work closely with Business Development to improve customer acquisition and retention. Collaborate with Information Technology to enhance digital customer engagement platforms. Support the rollout of new service offerings and customer service initiatives. Provide customer experience training and coaching for frontline employees across the Group.

Key Performance Indicators (KPIs)

Customer Satisfaction Score (CSAT) Customer Retention Rate Net Promoter Score (NPS) Complaint Resolution Time Customer Complaint Closure Rate Repeat Business Rate Customer Referral Rate Service Quality Compliance CRM Data Quality Customer Experience Improvement Initiatives Implemented

Qualifications & Experience

Bachelor's Degree in Business Administration, Marketing, Customer Relationship Management, Hospitality Management or a related discipline. Professional certification in Customer Experience, Customer Service or CRM is an added advantage. 4–6 years' experience in customer experience, customer service or client relationship management. Experience in a multi-service organisation, hospitality, logistics, facility management or premium service environment is highly desirable. Proficiency in CRM platforms, Microsoft Office and customer engagement technologies.

Customer Experience Management Customer Relationship Management (CRM) Service Quality Management Complaint Resolution & Service Recovery Data Analysis & Customer Insights Communication & Stakeholder Engagement Coaching & Team Development Process Improvement Problem Solving Results Orientation

The Customer Experience Executive is authorized to coordinate customer experience programmes across the Group, investigate and resolve customer service issues, recommend service improvements, administer customer satisfaction initiatives, coordinate customer feedback mechanisms, and work with Business Managers to implement approved customer experience standards and service excellence initiatives.

The Customer Experience Executive serves as the Group's champion for customer excellence, ensuring that every customer interaction reflects the Company's commitment to quality, professionalism and reliability. By working across both Strategic Business Units and Corporate Services, the role helps create a consistent customer experience, strengthens brand loyalty, supports customer retention and contributes directly to the Group's sustainable growth and competitive advantage.

Proven experience managing customer experience across multiple business functions. Strong knowledge of CRM systems, customer journey mapping and service quality management. Excellent interpersonal, presentation and stakeholder engagement skills. Demonstrated ability to analyse customer data and implement service improvement initiatives. Experience coaching frontline teams and fostering a customer-centric culture. A proactive, analytical and results-oriented approach with a passion for delivering exceptional customer experiences.

N250,000 - N300,000 per month. Application Closing Date

30th September, 2026. How to Apply

Interested and qualified candidates should send their CV to: [Email hidden - Login to reveal] using the  Job Title as the subject of the email.

Note: Resumption is 1st October 2026.