Head of Customer Experience

About Dodai

Dodai Manufacturing PLC is a fast-growing organization launched in Addis Ababa, Ethiopia, on August 1, 2023. With a mission to make urban e-mobility accessible to everyone in Africa, Dodai assembles electric two-wheelers locally and plans to expand to major regional cities in Ethiopia by the end of 2025. Join us to be part of a dynamic team driving innovation and change!

About the Position

We are seeking a highly committed, adaptable, and customer-obsessed Head of Customer Experience to build and lead an internationally top-notch after-sales service team from scratch. This is not a typical customer service leadership role—we are looking for someone with the ambition and capability to set a new benchmark for customer experience in Ethiopia, inspired by the best global standards.

This role requires someone who is fast-moving, highly analytical, and relentlessly focused on continuous improvement (PDCA cycles) rather than traditional customer service approaches. You will be responsible for designing, implementing, and managing a truly exceptional customer experience strategy, ensuring rapid problem resolution, proactive service, and a seamless customer journey at every touchpoint.

Key Responsibilities

Build and Lead a World-Class Customer Experience Department

• Recruit, train, and develop a high-performance customer experience team to meet international standards.
• Define and implement structured workflows and SOPs for customer service, repairs, spare parts, and registration support.
• Establish data-driven KPIs and SLAs to ensure high responsiveness and continuous improvement.

Customer Support & Engagement

• Implement a multi-channel support system (phone, WhatsApp, email, in-person) integrated with a CRM for fast issue resolution.
• Develop a proactive customer engagement model, addressing potential issues before they escalate.
• Launch and manage a customer loyalty program based on leading global best practices.

Battery Swapping Customer Experience

• Ensure a smooth, hassle-free customer journey for battery swapping users, including seamless onboarding, station usage, and issue resolution.
• Develop and implement real-time monitoring systems for battery swapping operations, tracking availability, performance, and customer satisfaction.
• Create a rapid-response system for battery-related issues, ensuring immediate resolution of failed swaps, defective batteries, and station malfunctions.

Digital Transformation & Operational Excellence

• Deploy advanced customer service tools, including automation, AI-powered chatbots, and self-service platforms.
• Use data analytics to track customer satisfaction, identify bottlenecks, and drive continuous optimization.
• Apply PDCA (Plan-Do-Check-Act) cycles to test, refine, and scale service operations rapidly.

Spare Parts & Repair Management

• Build a reliable spare parts supply chain, ensuring fast access to necessary components.
• Develop a high-quality service and repair network, training technicians to meet global standards.
• Implement a predictive maintenance system, reducing breakdowns and improving customer uptime.

Compliance & Documentation

• Streamline number plate issuance and registration support, making the process easy for customers.
• Ensure compliance with local regulations, while enhancing efficiency and customer experience.
• Maintain clear service records and documentation, ensuring transparency and trust.

Qualifications & Experience

• 7+ years of experience in customer experience, after-sales service, or operations, ideally in automotive, mobility, delivery or consumer electronics.
• Proven ability to build and lead an internationally top-notch customer service department from scratch.
• Strong analytical skills and hands-on experience with PDCA cycles for continuous process improvement.
• Expertise in deploying and managing CRM, ticketing, automation, and service tracking tools.
• Exceptional leadership and team-building skills, capable of hiring and training a high-performance service team.
• Data-driven mindset, with experience in real-time customer analytics and service performance tracking.
• Ability to work in a fast-paced, high-growth environment, continuously optimizing based on real-world challenges.

How To Apply

https://forms.gle/h15XX8CbM6CSAVVY6