Head-Customer Excellence

3 days ago

Lagos, Lagos, Nigeria wowJobs Full time

Head – Customer Excellence

**Location:** Lagos, Nigeria (Onsite)

**Department:** Business Excellence

**Reports To:** Head – Business Excellence

Role Overview

The Head of Customer Excellence will lead initiatives focused on driving customer engagement, retention, and lifetime value through data, digital tools, and operational excellence. This role requires a unique blend of technical expertise, business acumen, and strategic thinking to design and execute customer-centric programs that enhance experience and optimize engagement across Omniretail's B2B ecosystem.

Key Responsibilities

· Define and execute the Customer Excellence roadmap across KYC, Customer Engagement, and Customer Management functions.

· Develop data-backed customer segmentation, lifecycle management, and retention programs.

· Collaborate with the Data team to design dashboards and track engagement metrics.

· Partner with Product Engineering to embed digital engagement tools (CleverTap, WebEngage, Insider) and Agentic AI systems.

· Use SQL, Python, and BI tools (Power BI, Tableau, Metabase) for deep dives into customer behavior.

· Translate insights into actionable initiatives to improve onboarding and retention.

· Act as a bridge between business operations and product engineering to ensure business goals are met.

Key KPIs

· Active Customer Growth (Weekly/Monthly)

· Customer Retention & Reactivation Rate

· Customer Engagement Score (App + Digital Platforms)

· Execution of Customer Excellence Projects (Timeliness & Impact)

Qualifications & Experience

· Bachelor's degree in Engineering, Business, Data Analytics, or related field (MBA preferred).

· years of experience in customer analytics, digital engagement, or growth strategy within FMCG, B2B commerce, or retail tech.

· Strong skills in SQL, Python, and Data Visualization tools.

· Hands-on experience with digital engagement platforms like CleverTap, Insider, or WebEngage.

· Strong stakeholder management and analytical skills.

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