Rose Avenue Consulting Group is a financial management, strategy and consulting firm that combines deep industry knowledge with specialized expertise in corporate finance, strategy and research. Together with our clients and partnering companies we address our client’s most critical issues and challenges.
The Group Head of Customer Success will be responsible for designing and owning the Customer Success strategy across five markets, ensuring consistent experience quality and driving measurable retention and revenue growth.
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.
Drive a shared set of practices across countries to ensure consistent experience quality whether in Lagos, Accra, Nairobi, Kampala, or Kigali.
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 and Net Revenue Retention (NRR).
Identify warm leads and recurring demand patterns from post-placement insight for conversion.
Own QBRs, proactive talent pipeline updates, and executive-level employer recovery where required.
Seeker Lifetime Value & Re-Placement
Ensure seekers placed today return to the organisation for their subsequent career moves.
Deliver re-engagement, progression, and career-ladder experiences that drive seeker re-placement.
Own seeker activation as a core metric, turning registered seekers into active applicants through self-service and automated support.
Lead continuous improvement of seeker support channels to scale quality efficiently.
Voice of Customer & Feedback
Use frontline insight to identify where ICPs (Ideal Customer Profiles) are or are not fulfillable and where strategy needs updating.
Provide VoC and frontline insight to the Head of Matching to refine ICPs over time.
Stand up a regional VoC programme (NPS, CSAT, CES, churn diagnostics) and convert insight into prioritised action.
Customer Success Decision Rights
Approve CS-side SLA commitments to ensure service commitments are deliverable by in-country teams.
Lead recovery interventions for at-risk strategic accounts and govern the playbook for customer churn recovery.
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.
Coach country CX leads and foster a high-performance, customer-obsessed culture.
Technology, Tools & Automation
Own the CRM, ticketing, telephony, chat, knowledge base, and workforce management platforms.
Identify and deploy automation, self-service, and AI-assisted support to improve response times and resolution rates.
Qualifications and 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.
At least 4 years in a senior leadership role.
Essential experience in a two-sided marketplace or platform business (e.g., recruiting platforms, gig marketplaces).
Track record of owning a revenue line or NRR target.
Proven track record leading operations across multiple African markets (Pan-African experience is essential).
Demonstrable experience managing contact centre operations and distributed teams of 50+ across multiple geographies.
How to Apply
Interested and qualified candidates should visit the Rose Avenue Group website at www.racg.co.ke to apply. Please follow the application instructions provided on the portal.
