Venco is a Leading PropTech company transforming residential communities across Nigeria and Kenya, serving 600+ residential communities, powering smart billing and paayments, visitor management, facility issue reporting, community communication, amenity booking, electricity vending and metering.
Venco is looking for an experienced Head of Customer Experience to lead our CX function across Nigeria, Kenya and Ghana, supporting more than 600 live residential communities.
This is a senior leadership role responsible for the full customer journey, from reactive support and SLA management to proactive account management, customer success, retention and continuous improvement.
Responsibilities
Build and lead Venco’s unified CX operating model.
Drive SLA performance, CSAT, NPS and first-contact resolution.
Lead proactive account management and customer success.
Own churn-risk management, retention and account health.
Design workforce planning, queue balancing and team rotas.
Lead customer escalations and CX–Engineering incident management.
Build scalable CX processes, dashboards, playbooks and AI-assisted workflows.
Develop and coach the CX team and build future leadership capacity.
Partner closely with Product, Engineering, Growth, Finance and Onboarding.
Requirements
Bachelor's Degree with 7+ years in Customer Experience, Customer Success or Support leadership.
3+ years leading teams of 8+ people.
Experience managing both reactive support and proactive account management.
Strong understanding of CX metrics, workforce planning and retention.
Experience building structure and systems within a growing/lean organisation.
Familiarity with Nigeria/Kenya data protection and regulated financial-services complaints is an advantage.
Experience in emerging markets, proptech, fintech, SaaS or similar environments is valuable. AI Fluency is a plus.
Salary and Benefits
N1,500,000 monthly, commensurate with experience, plus a competitive benefits package.
Apply for this role
Closes Saturday 24 October · 1 day left
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Head of Customer Experience - Venco
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How to apply
Application Closing Date
23rd October, 2026.
How to Apply
Interested and qualified candidates should send their CV and cover letter to: m***@venco.co using subject “Head of Customer Experience” as the subject of the email.
Note: In your application, tell us about one customer experience function you built or turned around, what you personally did, and the results it delivered.
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