The Group Head of Customer Success is a senior leadership position responsible for designing and executing a unified customer success strategy across five African markets: Nigeria, Ghana, Kenya, Uganda, and Rwanda. The role aims to build a standardized, high-performance customer success engine that ensures consistent experience quality for both employers and job seekers. The successful candidate will focus on driving employer retention, repeat demand, and net revenue retention (NRR) while maximizing the lifetime value of job seekers through career progression and re-placement strategies. This role requires a balance of strategic design, operational leadership, and technical oversight of customer support platforms.
Key Responsibilities
Customer Success Strategy & Unified Operating Model
- Design and own the Customer Success strategy across all five markets, aligned to commercial targets and brand positioning.
- Build a single, standardised Customer Success engine covering service principles, journey standards, SLAs, escalation paths, and quality benchmarks, deliberately localised to meet the needs of each market.
- Drive a shared set of practices across countries to ensure consistent experience quality whether in Lagos, Accra, Nairobi, Kampala, or Kigali.
Employer Retention, Repeat Demand & Wallet-Share Expansion
- Design the employer experience from onboarding through renewal, focusing on time-to-value, turnaround time, and repeat demand.
- Partner with Commercial Operations and Country Managing Directors to convert Customer Success performance into measurable retention, repeat business, and Net Revenue Retention (NRR).
- Identify warm leads and recurring demand patterns from post-placement insight and hand off to Commercial Operations and Country Managing Directors to convert.
- Own QBRs, proactive talent pipeline updates for recurring hiring needs, and executive-level employer recovery where required.
Seeker Lifetime Value & Re-Placement
- Ensure seekers placed today return to the organisation for their second, third, and fourth role across their careers.
- Deliver re-engagement, progression, and career-ladder experiences that drive seeker re-placement across blue-collar to light blue to white-collar progression.
- Own seeker activation as a core metric, turning registered seekers into active applicants through self-service, help content, nudges, and automated support, in coordination with Marketing on digital seeker demand.
- Lead continuous improvement of seeker support channels to scale quality without scaling cost linearly.
Voice of Customer & Feedback into Matching, ICPs, and Product
- Use frontline insight to identify where ICPs are or are not fulfillable, where match quality is degrading, and where strategy needs to be updated.
- Provide VoC and frontline insight to the Head of Matching to refine ICPs over time, playing a consultative role on demand-side ICPs while owning seeker-side experience design.
- Stand up a regional VoC programme (NPS, CSAT, CES, churn diagnostics, exit interviews) and convert insight into prioritised action across Matching, Product, and Commercial Operations.
Customer Success Decision Rights
- Approve CS-side SLA commitments to ensure that service commitments made by Commercial are deliverable by in-country CS teams.
- Lead recovery interventions for at-risk strategic accounts.
- Govern the playbook for at-risk customer churn recovery.
Programs Partnership
- Feed employer demand signals and seeker frontline insight into programme design, curriculum, skills development, and pipeline readiness.
- Ensure frontline learnings shape programme delivery and impact measurement across all five markets.
Team Leadership & Country Operations
- Lead in-country CX teams and contact centre operations across Nigeria, Ghana, Kenya, Uganda, and Rwanda on a solid-line basis.
- Set staffing models, shift patterns, capacity plans, and quality assurance frameworks, balancing service quality with cost-to-serve.
- Coach country CX leads, build a strong regional bench, and foster a high-performance, customer-obsessed culture.
Technology, Tools & Automation
- Own the CRM, ticketing, telephony, chat, knowledge base, quality monitoring, and workforce management platforms across all five markets.
- Identify and deploy automation, self-service, and AI-assisted support to improve response times, resolution rates, and cost-to-serve.
Requirements & Qualifications
- Bachelor's Degree required; postgraduate qualification (MBA or equivalent) is an advantage.
- Minimum 10 years of experience in Customer Success, Customer Experience, or Customer Operations, with at least 4 years in a senior leadership role.
- Experience in a two-sided marketplace or platform business is essential, including recruiting platforms, staffing/workforce businesses, gig marketplaces, or B2B/B2C platforms with strong repeat-buyer dynamics.
- Track record of owning a revenue line or NRR target, not just partnering with commercial teams, but carrying a commercial number.
- Proven track record leading Customer Success or service operations across multiple African markets (Pan-African or multi-country experience is essential).
- Demonstrable experience managing contact centre operations, including workforce management, quality assurance, and telephony/CRM platforms.
- Experience managing and developing distributed teams of 50+ across multiple geographies.
How to Apply
Interested and qualified candidates should apply online by visiting the official Rose Avenue Group website at www.racg.co.ke or via the application portal at https://www.myjobmag.co.ke/apply-now/1218587.
