Head, Customer Service (FMM) – Hybrid at Filmmakers Mart Full Time

Job Title: Head, Customer Service (FMM)

Location: Lagos
Employment Type: Full Time (Hybrid)

Overview

• The Head of Customer Service will lead and oversee all customer service operations across FMM’s platforms and services, ensuring exceptional customer experiences.
• This role involves developing customer service strategies, managing a growing team, and ensuring high levels of client satisfaction.
• The ideal candidate is a problem-solver with strong leadership skills and a customer-first mindset.

Key Responsibilities

• Develop and implement a comprehensive customer service strategy across all FMM operations.
• Lead and mentor the Customer Service Team to meet and exceed customer satisfaction goals.
• Monitor and evaluate team performance, offering coaching and development opportunities.
• Handle complex or escalated customer inquiries and complaints, ensuring timely and satisfactory resolution.
• Develop feedback systems to monitor customer satisfaction and identify areas for improvement.
• Collaborate with cross-functional teams (product, marketing, operations) to resolve customer issues and improve processes.
• Manage customer service tools and platforms, ensuring they are optimized for efficiency and effectiveness.
• Analyze customer service data and metrics to make informed decisions and set targets.
• Prepare and deliver customer service performance reports to the leadership team.
• Lead initiatives to enhance customer loyalty, retention, and advocacy through proactive support strategies.

Requirements

• 4+ years of experience in customer service, with at least 4 years in a management role.
• Proven track record of leading high-performance customer service teams in a fast-paced environment.
• Strong leadership, team-building, and mentoring skills.
• Excellent problem-solving abilities with a customer-first approach.
• Experience with customer service software, CRM tools, and performance metrics (e.g., Zendesk, HubSpot, or similar).
• Outstanding communication and interpersonal skills, with the ability to interact with all levels of the organization.
• Experience in the entertainment, tech, or creative industries is a plus.
• Ability to handle high-pressure situations and make quick, effective decisions.

Benefits

• Competitive salary
• ESOPs tied to excellent performance
• Quarterly movie tickets
• Health insurance
• Pension contributions
• Professional Development Opportunities
• Hybrid Work Options
• Performance-Based Annual Bonuses
• Paid Annual Leave.

Application Closing Date
Not Specified.