Job Expired
Head of Customer Experience
Dodai Manufacturing
Business
Marketing Management
Addis Ababa
6 years
1 Position
2025-02-25
to
2025-02-26
lead a team
maintain customer service
perform customer management
Marketing
Marketing Management
Full Time
Share
Job Description
About Dodai
Dodai Manufacturing PLC is a fast-growing organization launched in Addis Ababa, Ethiopia, on August 1, 2023. With a mission to make urban e-mobility accessible to everyone in Africa, Dodai assembles electric two-wheelers locally and plans to expand to major regional cities in Ethiopia by the end of 2025. Join us to be part of a dynamic team driving innovation and change!
About the Position
We are seeking a highly committed, adaptable, and customer-obsessed Head of Customer Experience to build and lead an internationally top-notch after-sales service team from scratch. This is not a typical customer service leadership role—we are looking for someone with the ambition and capability to set a new benchmark for customer experience in Ethiopia, inspired by the best global standards.
This role requires someone who is fast-moving, highly analytical, and relentlessly focused on continuous improvement (PDCA cycles) rather than traditional customer service approaches. You will be responsible for designing, implementing, and managing a truly exceptional customer experience strategy, ensuring rapid problem resolution, proactive service, and a seamless customer journey at every touchpoint.
Key Responsibilities:
Build and Lead a World-Class Customer Experience Department
Recruit, train, and develop a high-performance customer experience team to meet international standards.
Define and implement structured workflows and SOPs for customer service, repairs, spare parts, and registration support.
Establish data-driven KPIs and SLAs to ensure high responsiveness and continuous improvement.
Customer Support & Engagement
Implement a multi-channel support system (phone, WhatsApp, email, in-person) integrated with a CRM for fast issue resolution.
Develop a proactive customer engagement model, addressing potential issues before they escalate.
Launch and manage a customer loyalty program based on leading global best practices.
Battery Swapping Customer Experience
Ensure a smooth, hassle-free customer journey for battery swapping users, including seamless onboarding, station usage, and issue resolution.
Develop and implement real-time monitoring systems for battery swapping operations, tracking availability, performance, and customer satisfaction.
Create a rapid-response system for battery-related issues, ensuring immediate resolution of failed swaps, defective batteries, and station malfunctions.
Digital Transformation & Operational Excellence
Deploy advanced customer service tools, including automation, AI-powered chatbots, and self-service platforms.
Use data analytics to track customer satisfaction, identify bottlenecks, and drive continuous optimization.
Apply PDCA (Plan-Do-Check-Act) cycles to test, refine, and scale service operations rapidly.
Spare Parts & Repair Management
Build a reliable spare parts supply chain, ensuring fast access to necessary components.
Develop a high-quality service and repair network, training technicians to meet global standards.
Implement a predictive maintenance system, reducing breakdowns and improving customer uptime.
Compliance & Documentation
Streamline number plate issuance and registration support, making the process easy for customers.
Ensure compliance with local regulations, while enhancing efficiency and customer experience.
Maintain clear service records and documentation, ensuring transparency and trust.
Job Requirements
Qualifications & Experience
7+ years of experience in customer experience, after-sales service, or operations, ideally in automotive, mobility, delivery or consumer electronics.
Proven ability to build and lead an internationally top-notch customer service department from scratch.
Strong analytical skills and hands-on experience with PDCA cycles for continuous process improvement.
Expertise in deploying and managing CRM, ticketing, automation, and service tracking tools.
Exceptional leadership and team-building skills, capable of hiring and training a high-performance service team.
Data-driven mindset, with experience in real-time customer analytics and service performance tracking.
Ability to work in a fast-paced, high-growth environment, continuously optimizing based on real-world challenges.
How to Apply
Interested and qualified applicants can apply using THIS LINK
Fields Of Study
Marketing
Marketing Management
Skills Required
lead a team
maintain customer service
perform customer management
Related Jobs
1 day left
Jerr PLC
Sales and Distribution Manager
Sales Manager
Full Time
5 yrs
1 Position
Master's or Bachelor's Degree in Marketing Management or in a related field of study with relevant work experience, out of which 2/3 year in worked at a managerial level
1 day left
Jerr PLC
Marketing and Promotion Manager
Marketing Manager
Full Time
5 yrs
1 Position
Master's or Bachelor's Degree in Marketing Management or in a related field of study with relevant work experience, out of which 2/3 of years in worked at a managerial level
4 days left
Mekhil Empowerment and Training Plc
Sales Person/ Sales Representative
Sales Representative
Full Time
2 yrs
1 Position
Bachelor's Degree in any field of study with relevant work experience in sales, experience in education or Trainings if not in service industry. Required Gender: Female Job Type: On-site - Permanent (Full-time) Duties & Responsibilites: - Develop and execute sales strategies to meet or exceed sales targets. - Present and demonstrate products/services to potential clients. - Maintain accurate records of sales activities and customer interactions. - Identify potential customers and generate new business opportunities. - Present, promote, and sell products/services using solid arguments to existing and prospective customers. - Perform cost-benefit and needs analysis of existing/potential customers to meet their needs. Required Skills: - Ability to build rapport and manage client relationships with Strong communication skill. - Selling through cold calls, in person, generating and converting leads
4 days left
Mekhil Empowerment and Training Plc
Customer Service/Sales Support
Customer Service Officer
Full Time
1 yrs
1 Position
Bachelor's Degree in Marketing, Accounting, or in a related Business field of study with relevant work expereince in a customer service role Required Gender: Female Job Type: On-site - Permanent (Full-time) Duties & Responsibilites: - Responding to customer inquiries via phone, email, and live chat. - Assisting clients with their Training journey to ensure their development experiences meet or exceed expectations. - Addressing and resolving customer complaints and issues promptly & following up with customers - Providing detailed information about our products. - Approaching Customers (Leads) and supporting the sales team - Collecting Customer feedback & Collaborating with team members to improve service delivery and customer experience. - Maintaining accurate customer records and transaction details. Required Skills: - Familiarity with Computer software’s
4 days left
Laguz Trading and Logistics PLC
Marketing & Creative Associate
Marketing Officer
Full Time
3 yrs
1 Position
Bachelor’s Degree in Marketing, Communications, Business or in a related field of study with relevant work expereince in marketing Duties & Responsibilites: - Manage and grow our social media accounts - Develop engaging post ideas aligned with our brand’s tone and mission - Design social media content using Canva, PowerPoint, and preferably Adobe tools (Photoshop, Illustrator, Premiere Pro, etc.) - Record and edit videos for promotional or informative use • Maintain consistency with brand identity across all platforms - Ensure all materials reflect company colors, style, and professionalism - Draft and send holiday greetings, announcement emails, email campaigns, and newsletters
19 days left
Yimaru Academy
Marketing Strategist
Marketing Specialist
Full Time
2 yrs
1 Position
Bachelor’s degree in Marketing, Business, Communications, or in a related field of study with relevant work expereince Duties & Responsibilites: - Yimaru’s physical English school (driving student enrollment). - Manage and grow Yimaru Academy’s presence on Facebook, Instagram, TikTok, LinkedIn, YouTube, and Twitter/X. - Develop and execute lead generation campaigns to attract potential students and app users. - Ensure consistent brand messaging across all marketing channels. - Use analytics tools (Google Analytics, Meta Business Suite, etc.) to track campaign performance. Soft Skills: - Excellent copywriting and communication skills. - Strong organizational and project management abilities. - Ability to work independently and deliver results under deadlines. - Creativity and problem-solving skills. - Certifications (Preferred): - Google Ads or Meta Blueprint certification. - PMP, Six Sigma, or other project management certifications.