SixthLab Medical (also appearing as Sixth?Lab?Ventures) is a Nigeria-based company specialising in the supply and servicing of diagnostic and therapeutic medical equipment and consumables.
We are recruiting to fill the position below:
Job Position: Customer Experience Manager
Job Location: Lagos
Employment Type: Full-time
Job Summary
- The 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 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.
- 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.
Key Responsibilities
Customer Experience & Relationship Management:
- Manage and continuously improve the entire customer journey across all touchpoints.
- Develop and implement initiatives to improve customer satisfaction, loyalty, and retention.
- Build and maintain strong relationships with key customers and stakeholders.
- Conduct regular customer follow-ups and satisfaction surveys.
Customer Service Operations:
- Ensure prompt and professional handling of customer enquiries, requests, and complaints.
- Establish service standards and monitor adherence to agreed response and resolution timelines.
- Coordinate customer onboarding, product orientation, and after-sales support activities.
- Ensure customers receive timely updates on deliveries, installations, preventive maintenance, and service requests.
Complaint Resolution:
- Manage customer complaints through to resolution while ensuring excellent customer communication.
- Coordinate with relevant departments to resolve issues promptly.
- Identify recurring customer concerns and recommend process improvements to prevent recurrence.
Cross-Functional Coordination:
- Work closely with Sales, Technical, Logistics, Procurement, and Finance teams to ensure seamless service delivery.
- Monitor outstanding customer issues and drive timely resolution.
- Support effective communication between internal teams and customers.
CRM & Reporting:
- Manage the effective use of Zoho CRM for customer records, interactions, service requests, and follow-ups.
- Ensure customer information is accurate, complete, and up to date.
- Prepare weekly and monthly customer experience reports, highlighting trends, customer feedback, complaints, and improvement opportunities.
Team Leadership:
- Supervise Customer Service personnel and provide coaching where required.
- Develop customer service procedures and standard operating processes.
- Promote a customer-first culture across the organization.
Key Performance Indicators (KPIs)
- Customer Satisfaction Score (CSAT)
- Customer Retention Rate
- Complaint Resolution Time
- First Response Time to Customer Enquiries
- Customer Complaint Closure Rate
- CRM Data Accuracy and Compliance
- Customer Follow-up Completion Rate
- Service Delivery Turnaround Time
- Number of Customer Experience Improvement Initiatives Implemented
Qualifications & Experience
Education:
- Bachelor's Degree in Business Administration, Marketing, Customer Service, Healthcare Administration, or a related discipline.
Experience:
- Minimum of 4–6 years' experience in Customer Service, Customer Experience, Customer Success, or Operations Management.
- At least 2 years in a supervisory or managerial role.
- Experience in the medical, healthcare, diagnostics, pharmaceutical, or related industry is an added advantage
Salary
N200,000 - N250,000 monthly.
Method of Application
Interested and qualified candidates should send their CV to: [email protected] using the Job Position as the subject of the email.
