Customer Experience Manager at an Undisclosed Organisation via Ellasot – Port Harcourt

An organisation with recreational, entertainment and food-and-beverage operations is recruiting a full-time Customer Experience Manager in Port Harcourt through Ellasot Consulting. The role focuses on customer satisfaction, service standards, team performance and customer retention.

Customer experience and service quality

• Develop service strategies that improve customer satisfaction across enquiries, bookings, arrivals and departures.
• Monitor consistent hospitality standards across recreation, entertainment, food and beverage activities.
• Resolve escalated complaints and establish effective customer-feedback reporting and follow-up processes.
• Monitor customer reviews, waiting times, service issues and recurring complaints to identify improvements.

Leadership and coordination

• Supervise and coach front-desk employees, attendants and other customer-facing staff.
• Train colleagues on professional communication, service standards and conflict resolution.
• Develop loyalty initiatives, customer engagement activities and relationships with corporate clients and event organisers.
• Work with operations and food-and-beverage teams on facility readiness, customer safety and quality standards.
• Prepare weekly and monthly reports on customer satisfaction, feedback and operational concerns.

Requirements

• HND or bachelor’s degree in Business Administration, Hospitality Management, Marketing or a related field.
• At least three to five years of relevant customer service, hospitality, entertainment or service management experience, including supervision.
• Knowledge of service quality practices and customer relationship management systems.
• Excellent communication, negotiation, problem-solving and complaint-handling skills.
• Proficiency in Microsoft Office and CRM tools.
• Availability to work flexible hours, including weekends and public holidays.
• Residence in Port Harcourt is mandatory.