Customer Experience Lead
- Job Type Full Time
- Qualification BA/BSc/HND
- Experience 7 years
- Location Lagos
- City Ikeja
- Job Field Customer Care, Success and Service 
Job Summary
- We are seeking a Customer Experience Lead to design, drive, and optimize customer and guest experiences across all business units.
- The role focuses on delivering consistent, high-quality, and brand-aligned service while improving customer satisfaction and operational efficiency.
Key Responsibilities
- Develop and implement CX strategy to improve customer satisfaction and service quality
- Enforce CX standards, policies, and SOPs across all business units
- Drive revenue by achieving conversion targets (70-100%)
- Map, monitor, and optimize end-to-end customer journeys to improve retention
- Oversee feedback channels and ensure prompt resolution of complaints
Requirements
- Bachelor’s Degree in Business Administration or related field
- Minimum 7 years experience in CX, guest relations, or service delivery (hospitality preferred)
- Prior supervisory or leadership experience required
- Proficiency in CRM and feedback tools is an added advantage
- Strong emotional intelligence, stakeholder management, and problem-solving skills.
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Method of Application
Job Summary
- The Reservation & Ticketing Officer will manage end-to-end travel operations, ensuring seamless bookings and exceptional guest experiences.
- You will be responsible for accurate ticket issuance, hotel reservations, and travel packages while maintaining strict compliance with airline and company policies.
Key Responsibilities
- Ticketing & Booking: Handle flight reservations, ticket issuance, reissues, refunds, and cancellations via airline portals.
- Travel Coordination: Process hotel bookings, airport transfers, and customized travel packages.
- Documentation: Prepare accurate itineraries, invoices, and necessary travel documentation for clients.
- Consultation: Provide basic visa advisory support, including documentation checklists and application guidance.
- Customer Support: Respond promptly to inquiries via phone, email, WhatsApp, and walk-ins.
- Liaison: Coordinate with airlines, consolidators, and hotels to resolve booking issues and ensure service delivery.
- Reporting: Maintain precise booking records, customer data, and transaction logs.
Requirements & Qualifications
- OND / HND / B.Sc in Business Administration, Marketing, or a related field.
- 2 – 3 years of experience in travel, reservations and ticketing.
- Working knowledge of visa processes and international travel requirements.
- Proficiency in CRM tools (e.g. HubSpot,Zoho or Salesforce)
- Demonstrated ability to work proactively,manage multiple tasks, and meet deadlines.
- Strong attention to detail and accuracy
- Excellent communication and customer service skills.
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