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Customer Experience Executive

Green Village Electricity

Green Village Electricity

Customer Service
Lagos, Nigeria
Posted on Monday, February 19, 2024

Available Position: Customer Experience Executive

GVE Projects Limited is a leading renewable energy solutions provision company on a mission to end energy dearth in Africa through a business footprint that covers the design, sales, installation, and maintenance of solar energy solutions for residential, commercial, industrial, and rural off-grid or under-served communities across Nigeria.

Our solutions are tailored to meet the reliable electricity needs of our clients, resulting in related cost reduction, improved efficiency, and environmental sustainability for which we have been recognized by the London Stock Exchange Group as one of the fastest growing private companies in Sub-Saharan Africa.

Do You Want An Amazing Career and Interested In Joining Our Team Of Innovators Today?

Do you thrive in a fast-paced environment and enjoy collaborating with cross-functional teams? If so, then the Customer Experience Executive is the perfect opportunity for you!

In this strategic position, you will be responsible for shaping and driving our customer journey, ensuring every interaction with our brand is positive, and memorable, and builds lasting loyalty. You will be a champion for the customer’s voice, analyzing data and feedback to identify opportunities for improvement and implementing innovative solutions that elevate the customer experience across all touchpoints.

Job Description

Develop and implement customer experience strategies:

  • Lead the development and execution of a comprehensive customer experience strategy aligned with business goals.
  • Identify and analyze customer needs, pain points, and expectations through various research methods.
  • Design and implement initiatives to improve customer satisfaction, loyalty, and advocacy.
  • Collaborate with cross-functional teams (product, marketing, sales, customer service) to ensure seamless customer journeys.

Manage customer feedback and analytics:

  • Oversee the collection and analysis of customer feedback from various channels (surveys, reviews, social media).
  • Translate customer insights into actionable recommendations for process improvement and product development.
  • Develop and implement metrics to track and measure the success of customer experience initiatives.

Champion customer advocacy:

  • Foster a customer-centric culture within the organization by promoting customer-centric practices and initiatives.
  • Develop and implement programs to build stronger relationships with key customers and drive positive word-of-mouth.
  • Identify and address customer concerns promptly and effectively to ensure resolution and satisfaction.

Stay ahead of the curve:

  • Research and stay updated on emerging customer experience trends and best practices.
  • Identify and recommend new technologies and tools to enhance the customer experience.
  • Actively participate in industry events and conferences to expand knowledge and network with peers.

Who Are We Looking For?

  • Bachelor’s degree in business administration, marketing, communication, or a related field.
  • Minimum 3-5 years of experience in customer experience, customer service, or a related field.
  • Proven track record of developing and implementing successful CX strategies.
  • Strong analytical and data visualization skills.
  • Passion for customer success and a deep understanding of customer journey mapping.
  • A good understanding of customer needs and a passion for delivering exceptional service are essential.
  • The ability to analyze data, identify trends, and draw insights is crucial for measuring and improving customer experience.
  • Excellent written and verbal communication skills are required to effectively communicate with customers, stakeholders, and internal teams.
  • Ability to identify and solve customer problems in a creative and efficient way.

What We Offer:

  • A competitive executive remuneration, performance bonus, and career development opportunities.
  • Opportunity to work on a variety of exciting projects.
  • Be part of a team passionate about marketing and brand building.
  • Amazing work-life balance.
  • Being a member of a dynamic team of professionals who are driving global revolutionary change.