Head, Customer Service Management (Cement & Food Business)

About the Role

Lead and standardize customer service operations across Dangote's Cement and Foods businesses, driving service excellence through strategic frameworks, efficient order management, and exceptional customer experience delivery.

Responsibilities

• Develop and implement a Group-wide customer service framework across both business units
• Establish and enforce customer service standards, SLAs, and operating processes by customer segment
• Oversee end-to-end order management, ensuring accurate processing, timely fulfillment, and supply chain coordination
• Own customer complaint, claims, and escalation management with root-cause analysis
• Define and monitor key performance metrics (OTIF, cycle time, complaint resolution, service quality)
• Partner with Sales, CRM, Supply Chain, Logistics, and Operations teams to improve customer satisfaction
• Drive continuous improvement initiatives to enhance service reliability and responsiveness
• Develop performance dashboards and reporting mechanisms for service effectiveness

Requirements

• Bachelor's degree in Business Administration, Supply Chain Management, Operations Management, Customer Experience, or related field
• 10–15 years of experience in customer service, order management, commercial operations, or supply chain functions
• Proven track record leading customer service operations in FMCG, manufacturing, or industrial environments
• Strong understanding of order-to-cash processes, logistics coordination, and service performance management
• Expertise in: Customer Service Management, Order Management & Fulfillment, SLA Management, Complaint & Escalation Management, Performance Reporting & Analytics, Process Improvement, Supply Chain & Logistics Coordination

Salary

Not stated.

How to Apply

No application instructions provided in the posting.