Group Head of Customer Success at Rose Avenue Group

Job 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.

Other Requirements

• 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.