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 s
