The Head, Customer Service Management will lead and standardize customer service operations across Dangote Cement and Foods businesses, ensuring consistent, efficient, and reliable customer experiences. The role oversees end-to-end order management, fulfillment coordination, customer communication, and issue resolution while driving service excellence and customer satisfaction.
Customer Service Strategy & Service Excellence
Lead the development and implementation of a group-wide customer service framework across Cement and Foods businesses
Establish and enforce customer service standards, SLAs, and operating procedures
Drive continuous improvement initiatives to enhance service reliability and customer experience
Order Management & Fulfillment Coordination
Oversee end-to-end order management processes
Ensure accurate order processing and timely fulfillment
Coordinate with Supply Chain, Logistics, and Operations teams
Monitor and resolve order-related issues proactively
Improve customer visibility through effective communication on order status and deliveries
Customer Issue & Complaint Management
Manage customer complaints, claims, and escalations
Ensure timely resolution and root-cause analysis of service issues
Implement corrective actions to address recurring challenges
Drive accountability across relevant departments
Service Performance Management
Define and monitor customer service KPIs such as OTIF, cycle time, complaint resolution, and service quality metrics
Develop dashboards and reporting mechanisms
Provide performance insights and recommendations to leadership
Stakeholder Collaboration & Customer Experience
Collaborate with Sales, CRM, Supply Chain, Logistics, and Operations teams
Support customer retention and relationship management initiatives
Ensure customer service operations align with broader CRM objectives
Bachelor's Degree in Business Administration, Supply Chain Management, Operations Management, Customer Experience, or a related field
10–15 years of experience in customer service, commercial operations, supply chain, order management, or related functions
Proven leadership experience in FMCG, manufacturing, industrial, or large-scale business environments
Strong understanding of order-to-cash processes, logistics coordination, and service performance management
Technical Competencies:
Customer Service Management
Order Management & Fulfillment
SLA Management
Complaint & Escalation Management
Performance Reporting & Analytics
Process Improvement
Supply Chain & Logistics Coordination
*Interested and qualified candidates should apply online via the Dangote career portal.
None
Complete your application on the company's website
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