A leading online platform that facilitates seamless connections between employers and highly skilled professionals across the region is seeking to hire The Group Head of Customer Success. The role is responsible for leading customer outcomes across five markets in Africa, spanning two well-established recruitment brands in West and East Africa. The role owns the definition and delivery of a unified Customer Success portfolio, standardising service principles, SLAs, and ways of working while preserving the local nuance each market requires. Success is measured by employer re-engagement, seeker re-placement, and growth in revenue per relationship over time.
The role ensures the organisation delivers consistent, high-quality customer experiences across all five markets while driving measurable commercial outcomes including employer retention, repeat demand, and Net Revenue Retention. The role holder partners closely with Matching, Commercial Operations, Country Managing Directors, Product, and Programs, and serves as the organisation’s primary sensor on match quality across the marketplace.
The role holder should be a customer-obsessed,
data-driven, and outcome-oriented senior leader with deep expertise in Customer
Success and marketplace operations. They must be a strategic thinker capable of
operating hands-on across multiple markets, with the cross-cultural leadership
skills and gravitas to manage complex stakeholder relationships at country and
executive level, and proven transformation experience to build something new
while keeping current operations performing.
Reports to: Chief
Operating Officer (COO)
Location: Kenya
or Nigeria
Key
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.
Key
Performance Indicators:
Two-Sided Marketplace Outcomes (Primary)
• Employer repeat demand rate
• Seeker re-placement rate
• Net Revenue Retention (NRR)
• Post-placement retention at 30 / 60 / 90 days
Customer Sentiment
• Customer Satisfaction (CSAT) and Net Promoter Score (NPS) across seekers
and
employers in all five markets
• Employer churn rate and churn reason diagnostics
Service & Operations
• First response time, average handling time, first-contact resolution, and SLA
adherence
• Ticket deflection rate and self-service resolution rate
• Cost-to-serve per employer and per seeker
• Quality assurance scores and contact centre compliance metrics
Team & Consistency
• Team engagement, attrition, and internal promotion rates within Customer
Success
• Consistency of Customer Success performance and standards across the five
markets
Qualifications
& Experience
- 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.
Technical
Competencies:
- Deep fluency in Customer Success and marketplace
metrics (NRR, repeat demand, retention cohorts, LTV, CSAT, NPS, CES, churn
analysis).
- Strong command of CRM and contact centre
platforms (e.g. Salesforce, HubSpot, Zendesk, Freshdesk, Intercom,
Genesys, or similar).
- Experience deploying automation, chatbots, and
AI-assisted customer support.
- Commercial acumen with the ability to translate
Customer Success performance into revenue, retention, and margin outcomes.
Leadership
and Behavioural
- Strategic thinker who can also operate hands-on
across multiple markets and time zones.
- Cross-functional influence, particularly
upstream, credible in feeding insight back into Matching’s ICPs and
Commercial’s expansion plays.
- Strong cross-cultural leadership skills and the
gravitas to manage complex stakeholder relationships with Country Managing
Directors and the Executive team.
- Change management and transformation experience,
comfortable building something new while keeping the current operation
performing.
- Customer-obsessed, data-driven, and
outcome-oriented.
- Excellent written and verbal communication in
English; additional regional or local language skills are an advantage.
How to
Apply
send your updated CV to this email
address: recruitment@racg.co.ke
