Dangote Group
Dangote Group is one of Africa’s largest and most diversified industrial conglomerates, headquartered in Lagos, Nigeria. Founded by Aliko Dangote, the group operates in key sectors including cement, sugar, salt, flour, pasta, oil and gas, fertilizers, and petrochemicals. Its flagship company, Dangote Cement, is the largest cement producer in Sub-Saharan Africa. The group is also behind the Dangote Refinery, one of the world’s largest single-train refineries. Committed to industrialization, job creation, and economic development, Dangote Group plays a pivotal role in reducing import dependence and driving sustainable growth across Nigeria and the African continent.
Applications are invited from suitable and qualified candidates for the position of Head of Customer Success at Dangote Group.
Job Title: Head, Customer Success
Job Summary
- To lead the entire customer success function, ensuring all customer requests, inquiries and issues are resolved in a timely and professional manner.
- This role is responsible for designing and delivering service experience that drives customer satisfaction, loyalty, and retention
Duties and Responsibilities
- Manage the daily operations of the entire customer service ecosystem, including the Call Center and regional Service Support teams.
- Oversee the call-off request function, ensuring adherence to all processing and validation SLAs.
- Serve as the primary escalation point for complex or sensitive customer issues that require senior management intervention.
- Analyze customer feedback, service metrics (e.g., First Call Resolution, CSAT), and issue trends to identify and drive systemic improvements.
- Develop and implement customer service policies, standards, and procedures across all teams.
Key Interfaces:
- Internal: Distribution Planning Manager, Fleet Team, Commercial Ops Team, Regional Service Managers.
- External: Key Partner Stations/Customers.
Requirements
- BSc / MSc in Business Management or a related field.
- 10+ years of experience in a customer service leadership role, preferably in a B2B environment.
- Proven experience designing and managing multi-channel customer service operations.
- Strong analytical skills with the ability to use data to improve the customer experience.
- Exceptional empathy, communication, and problem-solving skills.
Application Closing Date
Not Specified.
To apply for this job please visit careers.dangote.com.
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