CUSTOMER EXPERIENCE SUPERVISOR
Position Description
Job Title: Customer Experience Supervisor
Reports To: E-Commerce & Emerging Channels Manager
Department: Customer Experience
Supervises: Direct: Indirect:
Customer Experience Executives N/A
Interacts/Interfaces
with:
Internal: External:
Sales, Logistics, Commercial, IT and
Digital teams Customers
Job Purpose To lead customer experience operations, ensuring service excellence, team
performance and continuous improvement.
Responsibilities
Key Accountabilities
Lead, coach, mentor and develop Customer Experience Executives.
Conduct workforce planning, scheduling and resource allocation to
ensure service level adherence.
Manage escalated and complex customer issues and ensure timely
resolution.
Monitor team performance through KPIs, quality reviews and
coaching sessions.
Build capability development plans and training programmes to
improve service quality.
Lead stakeholder engagement with Sales, Logistics, Commercial, IT
and Digital teams.
Drive digital adoption strategy and customer engagement
programmes.
Manage performance, succession planning and talent development
within the team.
Lead reporting, root-cause analysis and continuous improvement
initiatives.
Key Performance
Indicators
Team CSAT
Service Level Achievement
Team Productivity & Efficiency
Escalation Resolution Rate
Digital Adoption Growth
Employee Development & Coaching Effectiveness
Quality Compliance Score
Process Improvement Implementation Rate
JOB DESCRIPTION
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Person Specification
Education, Training,
Skills & Experience
Educational Level
Must have
Bachelor’s degree in Business, Marketing, Commerce or a related
field.
Working Experience
5+ years of experience in customer service, customer operations or
customer experience management, including at least 2 years leading
or supervising a customer-facing team.
Demonstrated experience in coaching, performance management,
stakeholder management and process improvement.
Experience using CRM systems and digital engagement platforms is a
plus.
How to apply:
To apply, please send your resume and cover letter to recruitment2@truenorthafrica.com with subject line Customer Experience Supervisor by 20th November, 2026.
All applications shall be acknowledged as received but only shortlisted candidates will be contacted.
All applicants should share their CV’s and Cover Letters in PDF or MS Word STRICTLY