Customer Experience Manager

About the Role

Ellasot Consulting bridges the gap for organizations and SMEs by providing essential coaching, training, and support services that maximize profitability and business success. We are currently seeking an experienced and strategic Customer Experience Manager to oversee our service functions and ensure that every client and customer enjoys a seamless, memorable experience.

• Develop and implement robust strategies to improve overall customer satisfaction, service delivery, and brand loyalty.
• Monitor the entire customer journey from initial enquiries and bookings to final departure across all business units.
• Handle escalated customer complaints promptly, establishing effective systems for feedback collection and analysis.
• Supervise, train, and mentor customer-facing personnel including front desk staff and service representatives.
• Collaborate with marketing and operations teams to coordinate engagement programs, loyalty initiatives, and facility readiness.
• Prepare regular weekly and monthly reports tracking customer satisfaction metrics and service performance.

• Bachelor's degree or HND in Business Administration, Hospitality Management, Marketing, or a related field.
• Minimum of 3 to 5 years of professional experience in customer service, hospitality, entertainment, or service management.
• Demonstrated experience in supervising teams and managing customer relationship management tools.
• Strong communication, negotiation, conflict-resolution, and problem-solving abilities.
• High emotional intelligence with the ability to work flexible hours, including weekends and public holidays when required.

• Competitive salary package commensurate with experience.
• Opportunities for professional growth and continuous learning within a supportive consulting environment.
• Health insurance and other employee wellness benefits.
• Dynamic and collaborative workplace culture dedicated to excellence.

Skills