Customer Experience (CX) Manager

About Dodai

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.

Role Summary

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 customer 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 teams 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 customer satisfaction and lifetime value in collaboration with senior leadership

Technology & Efficiency Improvement

• Use CRM, analytics, and automation tools 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 performance reviews, and foster a culture of empathy, accountability, and customer obsession
• Use key metrics such as customer satisfaction and first-time fix rate to identify team 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
• Perform other tasks as directed by the supervisor

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 — preferably in 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.)
• Strong passion for operational excellence and delivering exceptional customer satisfaction

Skills Required:

• Automotive
• Civil / Engineering / Cotm
• Electrician / Electronics / Electrical / Engineering
• Sales / Marketing / Business / Management