About Dodai
\nDodai is an electric mobility startup building Africa\u2019s largest e-motorbike and battery-swapping ecosystem. We are dedicated to redefining urban transportation by offering sustainable, reliable, and customer-centric mobility solutions. Our goal is to deliver exceptional after-sales experiences that build trust and long-term loyalty among our customers.
\nRole Summary
\nWe are seeking an experienced Customer Experience (CX) Manager to lead and strengthen Dodai\u2019s after-sales operations and customer journey \u2014 from support and service to long-term satisfaction. This role is both strategic and hands-on. The CX Manager will play a key part in building a world-class customer experience function, achieving 3\u20135x higher efficiency than any peer in the market by leveraging advanced tools, digital systems, and an extremely customer-centric mindset. The CX Manager will report to the Head of Commercial, collaborating closely with sales, operations, and engineering teams.
\nKey Responsibilities
\nCustomer Service & Engagement<\/p>\n
Lead the Customer Engagement Team managing call center, CRM, and ticketing with consistent service quality and empathy.
\nImprove response time, resolution rate, and satisfaction through automation, CRM optimization, and data-driven improvements.
\nEnsure prompt, professional handling of all customer inquiries, complaints, and requests across all communication channels.<\/p>\n
After-Sales & Customer Success<\/p>\n
Lead the Customer Success Team coordinating repair, maintenance, and spare parts for fast, high-quality service.
\nManage service requests, warranty claims, and preventive maintenance with transparent communication and accurate records.
\nAnalyze recurring technical issues with engineering to improve product reliability and long-term customer trust.<\/p>\n
Customer Relationship & Retention<\/p>\n
Implement proactive engagement and loyalty programs to strengthen relationships and boost customer retention.
\nCollect and analyze customer feedback from multiple channels to identify and act on improvement opportunities.
\nExecute initiatives that increase satisfaction and lifetime value in collaboration with senior leadership.<\/p>\n
Technology & Efficiency Improvement<\/p>\n
Use CRM, analytics, and automation to achieve 3\u20135x higher efficiency than market competitors.
\nImplement digital tools that enhance operational speed, accuracy, and visibility across all CX functions.
\nPromote data-driven decision-making and continuous process improvement through regular performance tracking.<\/p>\n
Team Leadership & Development<\/p>\n
Supervise and mentor CX associates, agents, and specialists to uphold Dodai\u2019s international service standards.
\nSet clear goals, conduct reviews, and foster a culture of empathy, accountability, and customer obsession.
\nUse key metrics like satisfaction and first-time fix rate to identify team performance improvement areas.<\/p>\n
Collaboration & Reporting<\/p>\n
Align CX goals with commercial, technical, and operational strategies for a seamless customer experience.
\nReport weekly on KPIs, satisfaction trends, and escalation patterns to guide service planning and staffing.
\nCollaborate cross-functionally to turn customer insights into process, policy, and product improvements.
\nPerform other tasks as directed by your supervisor<\/p>\n
About You<\/p>\n
Qualifications<\/p>\n
Bachelor\u2019s degree in Business Administration, Marketing, Engineering, or a related field.
\n5+ years of experience in customer experience, after-sales, or service operations \u2014 ideally within automotive, mobility, or telecom sectors.
\nProven leadership experience managing customer-facing teams (call center, CRM, or after-sales).
\nStrong communication, analytical, and process-improvement skills.
\nFluency in English and Amharic.
\nFamiliarity with CRM systems and data analytics tools (e.g., Zoho, Trello, Salesforce, Zendesk, etc.).
\nPassion for operational excellence and for delivering exceptional customer satisfaction.<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"https:\/\/forms.gle\/JhR66Jjpp55TLAdA9","_company_name":"Dodai Manufacturing Plc","_company_website":"","_company_tagline":"","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[11],"job-categories":[],"job-types":[12],"class_list":{"0":"post-2461","1":"job_listing","2":"type-job_listing","3":"status-publish","4":"hentry","5":"job_listing_region-ethiopia","7":"job-type-full-time"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/ethiopia\/wp-json\/wp\/v2\/job-listings\/2461","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/ethiopia\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/ethiopia\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/ethiopia\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/ethiopia\/wp-json\/wp\/v2\/media?parent=2461"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/ethiopia\/wp-json\/wp\/v2\/job_listing_region?post=2461"},{"taxonomy":"job_listing_category","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/ethiopia\/wp-json\/wp\/v2\/job-categories?post=2461"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/ethiopia\/wp-json\/wp\/v2\/job-types?post=2461"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}