Dodai is an electric mobility startup building Africa’s largest e-motorbike and battery-swapping ecosystem. We are dedicated to redefining urban transportation by offering sustainable, reliable, and customer-centric mobility solutions. Our goal is to deliver exceptional after-sales experiences that build trust and long-term loyalty among our customers.

We are seeking an experienced Customer Experience (CX) Manager to lead and strengthen Dodai’s after-sales operations and customer journey — from support and service to long-term satisfaction. This role is both strategic and hands-on. The CX Manager will play a key part in building a world-class customer experience function, achieving 3–5x higher efficiency than any peer in the market by leveraging advanced tools, digital systems, and an extremely customer-centric mindset. The CX Manager will report to the Head of Commercial, collaborating closely with sales, operations, and engineering teams.

Key Responsibilities

Customer Service & Engagement

• Lead the Customer Engagement Team managing call center, CRM, and ticketing with consistent service quality and empathy.

• Improve response time, resolution rate, and satisfaction through automation, CRM optimization, and data-driven improvements.

• Ensure prompt, professional handling of all customer inquiries, complaints, and requests across all communication channels.

After-Sales & Customer Success

• Lead the Customer Success Team coordinating repair, maintenance, and spare parts for fast, high-quality service.

• Manage service requests, warranty claims, and preventive maintenance with transparent communication and accurate records.

• Analyze recurring technical issues with engineering to improve product reliability and long-term customer trust.

Customer Relationship & Retention

• Implement proactive engagement and loyalty programs to strengthen relationships and boost customer retention.

• Collect and analyze customer feedback from multiple channels to identify and act on improvement opportunities.

• Execute initiatives that increase satisfaction and lifetime value in collaboration with senior leadership.

Technology & Efficiency Improvement

• Use CRM, analytics, and automation to achieve 3–5x higher efficiency than market competitors.

• Implement digital tools that enhance operational speed, accuracy, and visibility across all CX functions.

• Promote data-driven decision-making and continuous process improvement through regular performance tracking.

Team Leadership & Development

• Supervise and mentor CX associates, agents, and specialists to uphold Dodai’s international service standards.

• Set clear goals, conduct reviews, and foster a culture of empathy, accountability, and customer obsession.

• Use key metrics like satisfaction and first-time fix rate to identify team performance improvement areas.

Collaboration & Reporting

• Align CX goals with commercial, technical, and operational strategies for a seamless customer experience.

• Report weekly on KPIs, satisfaction trends, and escalation patterns to guide service planning and staffing.

• Collaborate cross-functionally to turn customer insights into process, policy, and product improvements.

Job Requirements

Qualifications

• Bachelor’s degree in Business Administration, Marketing, Engineering, or a related field.

• 5+ years of experience in customer experience, after-sales, or service operations — ideally within automotive, mobility, or telecom sectors.

• Proven leadership experience managing customer-facing teams (call center, CRM, or after-sales).

• Strong communication, analytical, and process-improvement skills.

• Fluency in English and Amharic.

• Familiarity with CRM systems and data analytics tools (e.g., Zoho, Trello, Salesforce, Zendesk, etc.).

• Passion for operational excellence and for delivering exceptional customer satisfaction.

How To Apply

Please your application via THIS LINK
N.B: Only shortlisted candidates will be contacted