{"id":4112,"date":"2026-08-09T14:32:07","date_gmt":"2026-08-09T14:32:07","guid":{"rendered":"https:\/\/jobs.dataaxisnode.com\/nigeria\/uncategorized\/customer-experience-manager\/"},"modified":"2026-08-09T14:32:07","modified_gmt":"2026-08-09T14:32:07","slug":"customer-experience-manager","status":"publish","type":"post","link":"https:\/\/jobs.dataaxisnode.com\/nigeria\/jobs\/lagos\/customer-experience-manager\/","title":{"rendered":"Customer Experience Manager"},"content":{"rendered":"<p><script type=\"application\/ld+json\">{\"@context\": \"https:\/\/schema.org\/\", \"@type\": \"JobPosting\", \"title\": \"Customer Experience Manager\", \"description\": \"Job Summary\\nThe Customer Experience Manager is responsible for overseeing and improving the end-to-end customer experience at Sixthlab Medical Nigeria Limited.\\nThe role ensures customers receive exceptional service from initial enquiry through product delivery, installation, after-sales support, and ongoing relationship management.\\nThe successful candidate will coordinate closely with the Sales, Biomedical Engineering, Logistics, Procurement, Finance, and HR teams to ensure timely service delivery, effective complaint resolution, customer retention, and continuous improvement of the customer journey.\\nThe role will also drive the effective use of Zoho CRM to ensure customer information, service activities, and follow-ups are accurately captured and managed.\\nKey Responsibilities\\nCustomer Experience & Relationship Management:\\nManage and continuously improve the entire customer journey across all touchpoints.\\nDevelop and implement initiatives to improve customer satisfaction, loyalty, and retention.\\nBuild and maintain strong relationships with key customers and stakeholders.\\nConduct regular customer follow-ups and satisfaction surveys.\\nCustomer Service Operations:\\nEnsure prompt and professional handling of customer enquiries, requests, and complaints.\\nEstablish service standards and monitor adherence to agreed response and resolution timelines.\\nCoordinate customer onboarding, product orientation, and after-sales support activities.\\nEnsure customers receive timely updates on deliveries, installations, preventive maintenance, and service requests.\\nComplaint Resolution:\\nManage customer complaints through to resolution while ensuring excellent customer communication.\\nCoordinate with relevant departments to resolve issues promptly.\\nIdentify recurring customer concerns and recommend process improvements to prevent recurrence.\\nCross-Functional Coordination:\\nWork closely with Sales, Technical, Logistics, Procurement, and Finance teams to ensure seamless service delivery.\\nMonitor outstanding customer issues and drive timely resolution.\\nSupport effective communication between internal teams and customers.\\nCRM & Reporting:\\nManage the effective use of Zoho CRM for customer records, interactions, service requests, and follow-ups.\\nEnsure customer information is accurate, complete, and up to date.\\nPrepare weekly and monthly customer experience reports, highlighting trends, customer feedback, complaints, and improvement opportunities.\\nTeam Leadership:\\nSupervise Customer Service personnel and provide coaching where required.\\nDevelop customer service procedures and standard operating processes.\\nPromote a customer-first culture across the organization.\\nKey Performance Indicators KPIs\\nCustomer Satisfaction Score CSAT\\nCustomer Retention Rate\\nComplaint Resolution Time\\nFirst Response Time to Customer Enquiries\\nCustomer Complaint Closure Rate\\nCRM Data Accuracy and Compliance\\nCustomer Follow-up Completion Rate\\nService Delivery Turnaround Time\\nNumber of Customer Experience Improvement Initiatives Implemented\\nQualifications & Experience\\nEducation:\\nBachelor's Degree in Business Administration, Marketing, Customer Service, Healthcare Administration, or a related discipline.\\nExperience:\\nMinimum of 4\u20136 years' experience in Customer Service, Customer Experience, Customer Success, or Operations Management.\\nAt least 2 years in a supervisory or managerial role.\\nExperience in the medical, healthcare, diagnostics, pharmaceutical, or related industry is an added advantage\", \"datePosted\": \"2026-08-06\", \"hiringOrganization\": {\"@type\": \"Organization\", \"name\": \"Sixthlab Medical Nigeria Limited\"}, \"jobLocation\": {\"@type\": \"Place\", \"address\": {\"@type\": \"PostalAddress\", \"addressLocality\": \"Lagos\", \"addressCountry\": \"NG\"}}, \"directApply\": true, \"validThrough\": \"2026-08-20T23:59:59\", \"employmentType\": \"FULL_TIME\"}<\/script><\/p>\n<p><strong>Company:<\/strong> Sixthlab Medical Nigeria Limited<\/p>\n<p><strong>Location:<\/strong> Lagos<\/p>\n<p><strong>Job Type:<\/strong> Full Time<\/p>\n<p><strong>Apply Before:<\/strong> 2026-08-20<\/p>\n<h3>Job Description<\/h3>\n<p>Job Summary<br \/>The Customer Experience Manager is responsible for overseeing and improving the end-to-end customer experience at Sixthlab Medical Nigeria Limited.<br \/>The role ensures customers receive exceptional service from initial enquiry through product delivery, installation, after-sales support, and ongoing relationship management.<br \/>The successful candidate will coordinate closely with the Sales, Biomedical Engineering, Logistics, Procurement, Finance, and HR teams to ensure timely service delivery, effective complaint resolution, customer retention, and continuous improvement of the customer journey.<br \/>The role will also drive the effective use of Zoho CRM to ensure customer information, service activities, and follow-ups are accurately captured and managed.<br \/>Key Responsibilities<br \/>Customer Experience &#038; Relationship Management:<br \/>Manage and continuously improve the entire customer journey across all touchpoints.<br \/>Develop and implement initiatives to improve customer satisfaction, loyalty, and retention.<br \/>Build and maintain strong relationships with key customers and stakeholders.<br \/>Conduct regular customer follow-ups and satisfaction surveys.<br \/>Customer Service Operations:<br \/>Ensure prompt and professional handling of customer enquiries, requests, and complaints.<br \/>Establish service standards and monitor adherence to agreed response and resolution timelines.<br \/>Coordinate customer onboarding, product orientation, and after-sales support activities.<br \/>Ensure customers receive timely updates on deliveries, installations, preventive maintenance, and service requests.<br \/>Complaint Resolution:<br \/>Manage customer complaints through to resolution while ensuring excellent customer communication.<br \/>Coordinate with relevant departments to resolve issues promptly.<br \/>Identify recurring customer concerns and recommend process improvements to prevent recurrence.<br \/>Cross-Functional Coordination:<br \/>Work closely with Sales, Technical, Logistics, Procurement, and Finance teams to ensure seamless service delivery.<br \/>Monitor outstanding customer issues and drive timely resolution.<br \/>Support effective communication between internal teams and customers.<br \/>CRM &#038; Reporting:<br \/>Manage the effective use of Zoho CRM for customer records, interactions, service requests, and follow-ups.<br \/>Ensure customer information is accurate, complete, and up to date.<br \/>Prepare weekly and monthly customer experience reports, highlighting trends, customer feedback, complaints, and improvement opportunities.<br \/>Team Leadership:<br \/>Supervise Customer Service personnel and provide coaching where required.<br \/>Develop customer service procedures and standard operating processes.<br \/>Promote a customer-first culture across the organization.<br \/>Key Performance Indicators KPIs<br \/>Customer Satisfaction Score CSAT<br \/>Customer Retention Rate<br \/>Complaint Resolution Time<br \/>First Response Time to Customer Enquiries<br \/>Customer Complaint Closure Rate<br \/>CRM Data Accuracy and Compliance<br \/>Customer Follow-up Completion Rate<br \/>Service Delivery Turnaround Time<br \/>Number of Customer Experience Improvement Initiatives Implemented<br \/>Qualifications &#038; Experience<br \/>Education:<br \/>Bachelor&#8217;s Degree in Business Administration, Marketing, Customer Service, Healthcare Administration, or a related discipline.<br \/>Experience:<br \/>Minimum of 4\u20136 years&#8217; experience in Customer Service, Customer Experience, Customer Success, or Operations Management.<br \/>At least 2 years in a supervisory or managerial role.<br \/>Experience in the medical, healthcare, diagnostics, pharmaceutical, or related industry is an added advantage<\/p>\n<h3>How to Apply<\/h3>\n<p>Interested and qualified candidates should send their CV to: hrsixthlab@gmail.com using the job title as the subject of the email.<br \/>Build your CV for free. Download in different templates.<\/p>\n<p><a href=\"mailto:hrsixthlab@gmail.com\" target=\"_blank\" rel=\"noopener\" style=\"display:inline-block;padding:10px 20px;background:#2271b1;color:#fff;text-decoration:none;border-radius:4px;\">Apply Now<\/a><\/p>\n<p><small>Source: MyJobMag<\/small><\/p>\n<p><!-- job-expiry: 2026-08-20 --><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Company: Sixthlab Medical Nigeria Limited Location: Lagos Job Type: Full Time Apply Before: 2026-08-20 Job Description Job SummaryThe Customer Experience Manager is responsible for overseeing and improving the end-to-end customer experience at Sixthlab Medical Nigeria Limited.The role ensures customers receive exceptional service from initial enquiry through product delivery, installation, after-sales support, and ongoing relationship management.The [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[13,21],"tags":[51,18,17,680],"class_list":["post-4112","post","type-post","status-publish","format-standard","hentry","category-jobs","category-lagos","tag-full-time","tag-job-listing","tag-myjobmag","tag-sixthlab-medical-nigeria-limited"],"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/nigeria\/wp-json\/wp\/v2\/posts\/4112","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/nigeria\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/nigeria\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/nigeria\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/nigeria\/wp-json\/wp\/v2\/comments?post=4112"}],"version-history":[{"count":0,"href":"https:\/\/jobs.dataaxisnode.com\/nigeria\/wp-json\/wp\/v2\/posts\/4112\/revisions"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/nigeria\/wp-json\/wp\/v2\/media?parent=4112"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/nigeria\/wp-json\/wp\/v2\/categories?post=4112"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/nigeria\/wp-json\/wp\/v2\/tags?post=4112"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}