Customer Experience Lead

Bedrock Residencies

Job Overview

Location

Ikeja, Lagos, Nigeria

Employment Type

Full-time

Work Arrangement

On-site

Sector

Hospitality & Tourism

Experience Level

Senior (5-8 years)

Application Deadline

May 24, 2026

About the Company

Bedrock Residencies is a prominent player in the hospitality and tourism industry, dedicated to providing exceptional living experiences. The company focuses on delivering high-quality accommodation and services, ensuring guest satisfaction and comfort. With a commitment to excellence, Bedrock Residencies strives to set industry standards in customer service and operational efficiency. Their approach emphasizes creating a welcoming environment and fostering strong relationships with guests.

Job Description

We are seeking a highly motivated and experienced Customer Experience Lead to join our dynamic team in Ikeja, Lagos.

In this pivotal role, you will be responsible for shaping and executing our customer experience strategy, aiming to significantly enhance customer satisfaction and elevate service quality across all touchpoints.

You will play a crucial part in driving revenue growth by achieving ambitious conversion targets, typically ranging from 70% to 100%, and will meticulously map, monitor, and optimize end-to-end customer journeys to foster greater customer retention.

Furthermore, you will oversee all customer feedback channels, ensuring the prompt and effective resolution of complaints, and will leverage your strong emotional intelligence and problem-solving skills to manage stakeholders and maintain high service standards.

To apply for this role, click the Apply button on this page and follow the instructions.

Required Skills

CX strategycustomer satisfactionservice qualitycustomer retentionCRMfeedback toolsemotional intelligencestakeholder managementproblem-solving

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.

Qualifications

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.

How to Apply

Send CV to people@bedrockresidencies.com

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The customer experience landscape in Nigeria's hospitality sector is rapidly evolving, demanding a strategic approach to service excellence. This role requires expertise in customer journey mapping, service level agreements (SLAs), and customer retention strategies. You will be instrumental in enhancing customer satisfaction, driving revenue through conversion optimization, and ensuring seamless customer interactions. Your impact will directly influence business ROI by fostering loyalty and improving overall service quality.