Job Description

A leading online platform that facilitates seamless connections between employers and highly skilled professionals across the region is seeking to hire The Group Head of Customer Success. The role is responsible for leading customer outcomes across five markets in Africa, spanning two well-established recruitment brands in West and East Africa. The role owns the definition and delivery of a unified Customer Success portfolio, standardising service principles, SLAs, and ways of working while preserving the local nuance each market requires. Success is measured by employer re-engagement, seeker re-placement, and growth in revenue per relationship over time.

The role ensures the organisation delivers consistent, high-quality customer experiences across all five markets while driving measurable commercial outcomes including employer retention, repeat demand, and Net Revenue Retention. The role holder partners closely with Matching, Commercial Operations, Country Managing Directors, Product, and Programs, and serves as the organisation's primary sensor on match quality across the marketplace.

The role holder should be a customer-obsessed, data-driven, and outcome-oriented senior leader with deep expertise in Customer Success and marketplace operations. They must be a strategic thinker capable of operating hands-on across multiple markets, with the cross-cultural leadership skills and gravitas to manage complex stakeholder relationships at country and executive level, and proven transformation experience to build something new while keeping current operations performing.

Reports to: Chief Operating Officer (COO)

Location: Kenya or Nigeria

Job 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, deliberately localised to meet the needs of each market.
• Drive a shared set of practices across countries to ensure consistent experience quality whether in Lagos, Accra, Nairobi, Kampala, or Kigali.

Employer Retention, Repeat Demand & Wallet-Share Expansion

• 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, repeat business, and Net Revenue Retention (NRR).
• Identify warm leads and recurring demand patterns from post-placement insight and hand off to Commercial Operations and Country Managing Directors to convert.
• Own QBRs, proactive talent pipeline updates for recurring hiring needs, and executive-level employer recovery where required.

Seeker Lifetime Value & Re-Placement

• Ensure seekers placed today return to the organisation for their second, third, and fourth role across their careers.
• Deliver re-engagement, progression, and career-ladder experiences that drive seeker re-placement across blue-collar to light blue to white-collar progression.
• Own seeker activation as a core metric, turning registered seekers into active applicants through self-service, help content, nudges, and automated support, in coordination with Marketing on digital seeker demand.
• Lead continuous improvement of seeker support channels to scale quality without scaling cost linearly.

Voice of Customer & Feedback into Matching, ICPs, and Product

• Use frontline insight to identify where ICPs are or are not fulfillable, where match quality is degrading, and where strategy needs to be updated.
• Provide VoC and frontline insight to the Head of Matching to refine ICPs over time, playing a consultative role on demand-side ICPs while owning seeker-side experience design.
• Stand up a regional VoC programme (NPS, CSAT, CES, churn diagnostics, exit interviews) and convert insight into prioritised action across Matching, Product, and Commercial Operations.

Customer Success Decision Rights

• Approve CS-side SLA commitments to ensure that service commitments made by Commercial are deliverable by in-country CS teams.
• Lead recovery interventions for at-risk strategic accounts.
• Govern the playbook for at-risk customer churn recovery.

Programs Partnership

• Feed employer demand signals and seeker frontline insight into programme design, curriculum, skills development, and pipeline readiness.
• Ensure frontline learnings shape programme delivery and impact measurement across all five markets.

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, balancing service quality with cost-to-serve.
• Coach country CX leads, build a strong regional bench, and foster a high-performance, customer-obsessed culture.

Technology, Tools & Automation

• Own the CRM, ticketing, telephony, chat, knowledge base, quality monitoring, and workforce management platforms across all five markets.
• Identify and deploy automation, self-service, and AI-assisted support to improve response times, resolution rates, and cost-to-serve.

Key Performance Indicators:

Two-Sided Marketplace Outcomes (Primary) 
• Employer repeat demand rate 
• Seeker re-placement rate 
• Net Revenue Retention (NRR) 
• Post-placement retention at 30 / 60 / 90 days 
Customer Sentiment 
• Customer Satisfaction (CSAT) and Net Promoter Score (NPS) across seekers and 
employers in all five markets 
• Employer churn rate and churn reason diagnostics 
Service & Operations 
• First response time, average handling time, first-contact resolution, and SLA adherence 
• Ticket deflection rate and self-service resolution rate 
• Cost-to-serve per employer and per seeker 
• Quality assurance scores and contact centre compliance metrics 
Team & Consistency 
• Team engagement, attrition, and internal promotion rates within Customer Success 
• Consistency of Customer Success performance and standards across the five markets 

Other Requirements

Job Description

A leading online platform that facilitates seamless connections between employers and highly skilled professionals across the region is seeking to hire Group Head of Commercial Operations. The role is responsible for designing and running the commercial operating system that enables Country Managing Directors to execute revenue plans consistently across all five markets in Africa, spanning two well-established recruitment brands in West and East Africa. The role does not own customer relationships or matching delivery — it owns the system that converts demand into revenue across the Group, covering pricing, packaging, sales plays, pipeline architecture, deal review SOPs, and the cross-sell and upsell engine that turns customer relationships into expansion revenue.

The role ensures Country Managing Directors have the tools, systems, and frameworks they need to execute commercially in their respective markets. It drives measurable outcomes across pipeline conversion, pricing realisation, cross-sell and upsell revenue, and the strategic transition of workforce services and EOR into the Commercial portfolio. The role holder partners closely with Country Managing Directors, the Head of Matching, Head of Customer Success, Marketing, Product, and the CFO to align commercial operations across all five markets.

The role holder should be a systems thinker who sees the commercial function as an operating system rather than a collection of deals. They must bring commercial gravitas, cross-functional orchestration skills, and the pragmatic discipline to maintain pricing and deal standards across multiple markets and time zones. They must be outcomes-oriented, credible to Country Managing Directors as an enabling partner, and experienced in designing and running multi-market commercial operations across Africa.

Reports to: Chief Operating Officer (COO)

Location: Kenya or Nigeria

Job Responsibilities

Commercial Operating System

• Design and coordinate the sales operating model, including sales plays, deal stages, qualification criteria, conversion targets, and the deal review SOP across all five markets.
• Manage pricing and packaging architecture across product lines including online, hybrid, placements, success fees, subscription, talent pool access, and workforce services.
• Manage commercial infrastructure covering CRM, pipeline tooling, commercial reporting, forecast cadence, and deal economics.

Cross-Sell & Upsell Engine

• Design and own the engine that expands wallet share within existing accounts as the organisation's product ladder evolves.
• Equip country teams with plays, packaging, pricing, and incentives that Country Managing Directors and country sales teams execute against.
• Coordinate pipeline visibility to ensure online customers feed leads into hybrid and placement upsell motions, and placement customers feed into workforce services.

Sales Enablement & Productivity

• Own enablement including training, certification, sales materials, and competitive intelligence.
• Drive commercial productivity per head by managing and improving close rates, deal cycle time, and pricing realisation.
• Set commercial standards including productivity benchmarks, deal hygiene, and pipeline discipline across countries.

Decision Rights

• Approve commercial commitments including pricing, packaging, and non-standard deal approvals across markets.
• Coordinate cross-country and multi-market accounts where a single customer touches more than one market.
• Set deal review and discount approval thresholds within which Country Managing Directors operate.

Cross-Functional Coordination

• Partner with Country Managing Directors as system owner enabling in-market execution, running the weekly and monthly commercial cadence.
• Coordinate with the Head of Matching on deal feasibility, capacity allocation, and ICP operationalisation into commercial plays.
• Partner with the Head of Customer Success on warm-lead handoff, account expansion, and retention-driven revenue.
• Collaborate with Marketing on demand generation, lead quality, and conversion optimisation.
• Work with Product on commercial integration of new features and pricing model evolution.

Key Performance Indicators:

Commercial System Outputs (Primary) 
• Sales pipeline conversion rates and overall win rate 
• Cross-sell / upsell revenue (NRR contribution from expansion) 
• Workforce services / EOR revenue ramp 
• Pricing realisation versus list price 

Productivity & Discipline 
• Commercial productivity per head 
• Deal cycle time across product lines 
• Forecast accuracy 
• Pipeline coverage ratio against country revenue targets 

Cross-Functional 
• Pipeline alignment to priority ICPs (the 60–80% Group target) 
• Country MD satisfaction with commercial enablement 

Other Requirements