eRecruiter Nigeria has deep knowledge of Human resources and recruitment. Our business is in Talent acquisition, recruitment, outsourcing and everything that revolves around Talent. From acquisition to testing return on investment (ROI) on talent and everything in between. Our goal is to re-define the Nigerian recruitment industry.
In the last two years eRecruiter Nigeria has evolved to become a strong recruitment consulting brand in Nigeria. We have successfully expanded our operations to different practice areas.
These practices cover various sectors: Financial Services, Oil & Gas and Power, FMCG, Hospitality and Retail, Professional Services and Construction.
Each practice is supported by a cloud-based applicant tracking system (ATS) enabling consultants, wherever they are in the world, to access the same information. This way, our efficiency as a business is unparalleled. Also our approach of developing strong relationships with top professionals, each practice area is able to specialise in identifying and supplying high quality, hard-to-find, local and international candidates to our clients.
Our Capabilities:
Contingency Recruitment
Executive Search
Contract/Interim
Managed Services
Recruitment Training
Recruitment Strategy Design
Recruitment Benchmarking
International RecruitmentRole Summary
The Customer Experience Officer plays a pivotal role in ensuring client satisfaction and long-term loyalty through exceptional service and immersive, memorable interactions. This role goes beyond traditional relationship management to include crafting engaging sensory experiences across all customer touchpoints—physical, digital, and experiential. The ideal candidate is proactive, creative, and an excellent communicator with a passion for elevating the customer journey.
Key Responsibilities:
Client Relationship Management
Develop and maintain strong, long-term relationships with clients to ensure satisfaction and retention.
Conduct regular customer health checks and satisfaction surveys to identify improvement areas.
Onboarding & Support
Oversee the onboarding process for new clients, ensuring a smooth transition and complete understanding of systems and services.
Collaborate with technical teams to resolve client concerns quickly and efficiently.
Customer Advocacy
Serve as the voice of the customer, providing feedback and insights to influence product and service enhancements.
Proactively engage clients to encourage referrals and promote brand advocacy.
Experience Design & Management
Implement strategies that enhance the sensory appeal of all customer interactions.
Manage the ambiance and presentation of physical experience spaces to align with brand values.
Ensure all digital touchpoints (website, phone, email, and social media) deliver a seamless and sensory-rich experience.
Collaboration & Strategy Execution
Work closely with marketing, sales, and technical teams to ensure a consistent and engaging customer journey.
Prepare and present reports on customer engagement, satisfaction metrics, and experience effectiveness.
Sales Enablement & Upselling
Identify upselling and cross-selling opportunities that meet client needs.
Recommend service plans and solutions that increase client success and satisfaction.
Monitor customer health metrics and strategize on maximizing Customer Lifetime Value (CLV).
Performance KPIs
Customer Experience Quality:
Delivery of high-quality, sensory-driven experiences across all channels, as evidenced by customer feedback.
Client Retention:
High client retention rates as a result of consistent service excellence.
Digital Engagement:
Increased interaction across digital platforms through engaging and immersive content.
Customer Advocacy:
Growth in positive testimonials, referrals, and brand supporters.
Customer Lifetime Value (CLV):
Increased revenue and value generated from existing customers over time.
Qualifications
3 – 5 years of experience in customer service, customer experience, or client-facing roles.
Bachelor’s degree in Business Administration, Marketing, Communications, or a related field.
Background in Engineering, IT, or related technical fields is an added advantage.
Proven experience in the technology or hospitality industry, especially in roles focused on customer experience and engagement.
Additional Skills & Competencies
Creative thinker with a strong vision for designing immersive and impactful experiences.
Excellent communication and interpersonal skills with the ability to engage diverse stakeholders.
Strong project management capabilities with experience in cross-functional coordination.
Proficiency in digital tools and platforms for delivering seamless online experiences.
