Customer Care Manager Job at Watu in Lagos, Nigeria

Watu, a leading asset financing company in Africa, is seeking an experienced Customer Care Manager to join our team in Lagos, Nigeria. This is a senior-level role for a professional passionate about building and leading high-performing customer service teams that deliver exceptional support for our motorcycle and asset financing clients across Nigeria.

Key Responsibilities:

• Lead, mentor, and manage the entire customer care team in Lagos, ensuring high performance and excellent service delivery.
• Develop and implement customer service policies, procedures, and standards to enhance the client experience.
• Analyse customer feedback, complaints, and service metrics to identify areas for improvement and drive customer satisfaction.
• Act as the primary escalation point for complex customer issues, ensuring timely and effective resolution.
• Collaborate with other departments like Sales, Finance, and Operations to ensure a seamless customer journey.
• Prepare regular reports on team performance, customer satisfaction trends, and key service metrics for senior management.
• Manage the customer care budget and resources efficiently.

Requirements & Qualifications:

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 5 years of proven experience in customer service management, preferably within financial services, fintech, or asset financing.
• Strong leadership skills with experience building, training, and motivating teams.
• Excellent communication, interpersonal, and problem-solving skills.
• Proficiency in CRM software and customer service platforms.
• Data-driven mindset with strong analytical and reporting capabilities.
• Knowledge of the Nigerian market and customer service landscape is a strong advantage.

Benefits of Working with Watu:

• Opportunity to work with a fast-growing, impactful company transforming mobility and asset ownership in Africa.
• Competitive remuneration package and performance-based incentives.
• A dynamic, supportive, and professional work environment.
• Career growth and development opportunities within the Watu network.

If you are a strategic leader with a passion for customer excellence and meet the above requirements, we encourage you to apply for this exciting management position in Lagos.