Job Summary

We are seeking a polished, articulate, empathetic, and commercially minded Customer Experience & Service Lead to deliver exceptional customer experiences, manage key client relationships, and drive customer retention and service improvement.

Key Responsibilities

• Develop and implement customer experience and service strategies.
• Manage key client relationships, enquiries, complaints, and escalations.
• Oversee service delivery and ensure customer satisfaction.
• Drive customer retention, loyalty, and commercial growth.
• Monitor customer feedback and identify areas for improvement.
• Lead, coach, and develop the customer service team.
• Track departmental performance, KPIs, and service risks.
• Work with senior management and cross-functional teams to achieve business objectives.
• Maintain a strong understanding of the company’s products and the oil and gas industry.

Requirements

• Bachelor’s degree in Business Administration, Marketing, Communications, Hospitality Management, or a related field.
• Minimum 5 years’ experience in customer experience, customer service, account management, or client relationship management.
• Strong leadership, communication, negotiation, and problem-solving skills.
• Proven experience handling customer complaints, escalations, and service delivery.
• Strong stakeholder and relationship-management skills.
• Commercial awareness with a focus on customer retention.
• Strong analytical and reporting abilities.
• Proficiency in CRM tools and Microsoft Office.
• Experience in oil and gas, technology, SaaS, or professional services is an advantage.