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, with at least 4 years in a senior leadership role.
Experience in a two-sided marketplace or platform business is essential, including recruiting platforms, staffing/workforce businesses, gig marketplaces, or B2B/B2C platforms with strong repeat-buyer dynamics.
Track record of owning a revenue line or NRR target, not just partnering with commercial teams, but carrying a commercial number.
Proven track record leading Customer Success or service operations across multiple African markets (Pan-African or multi-country experience is essential).
Demonstrable experience managing contact centre operations, including workforce management, quality assurance, and telephony/CRM platforms.
Experience managing and developing distributed teams of 50+ across multiple geographies.
Deep fluency in Customer Success and marketplace metrics (NRR, repeat demand, retention cohorts, LTV, CSAT, NPS, CES, churn analysis).
Strong command of CRM and contact centre platforms (e.g. Salesforce, HubSpot, Zendesk, Freshdesk, Intercom, Genesys, or similar).
Experience deploying automation, chatbots, and AI-assisted customer support.
Commercial acumen with the ability to translate Customer Success performance into revenue, retention, and margin outcomes.
Strategic thinker who can also operate hands-on across multiple markets and time zones.
Cross-functional influence, particularly upstream, credible in feeding insight back into Matching's ICPs and Commercial's expansion plays.
Strong cross-cultural leadership skills and the gravitas to manage complex stakeholder relationships with Country Managing Directors and the Executive team.
Change management and transformation experience, comfortable building something new while keeping the current operation performing.
Customer-obsessed, data-driven, and outcome-oriented.
Excellent written and verbal communication in English; additional regional or local language skills are an advantage.
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