Related Jobs
%20(1).jpg)
.jpg)
.jpeg)
Related Jobs
Related Jobs
Share this Job
Full-time
Group Head of Customer Success Job at Rose Avenue Group
Rose Avenue Group
Job Description
Rose Avenue Consulting Group is seeking a Group Head of Customer Success to lead customer success strategies and operations across multiple markets. The role involves designing a unified operating model and driving consistent service quality across regions including Kenya, Nigeria, Ghana, Uganda, and Rwanda.
Duties, Roles and Responsibilities
- 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.
- 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.
- 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 re
Qualifications, Education and Competencies
See all details of the qualifications, competencies and education for this role under the "How to Apply" section below.
Find application details and links on the AfriCareers Jobs Portal:
-
Click the Apply button below
-
New users: Select Create Profile and complete the Profile Creation Wizard
-
Existing users: Log in and update your profile if needed
-
Go to the "Jobs" tab
-
Read the detailed job description, Roles and Qualifications.
-
Submit your application via the jobs portal
-
Track progress under "My Applications" tab
Important Note: Some employers now hire directly on the AfriCareers New Jobs Portal — keep your profile updated so employers can easily view your CV and hire you instantly.
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
