Head, Legal Services & Customer Experience Management

Earl Consulting Lagos is Nigeria's premier management consulting firm, dedicated to empowering people and organizations to reach their full potential. With over 10 years of experience, we have provided people management and human resource solutions to some of Africa's leading companies across diverse industries, including oil & gas, telecoms, manufacturing, financial services, FMCG, and technology. We offer relevant and innovative solutions to our client's most pressing people challenges. We are recruiting to fill the position below:

Job Title: Head, Legal Services & Customer Experience Management

Location: Victoria Island / Lekki, Lagos

Employment Type: Full-time Job Overview The Head, Customer Experience Management & Legal Services bridges client satisfaction, regulatory compliance, and risk mitigation across all real estate operations. This executive position leads the strategic design and delivery of end-to-end buyer and tenant journeys while providing robust legal counsel on land acquisition, property conveyancing, real estate documentation, regulatory compliance, and dispute resolution.

Key Responsibilities

Customer Experience Strategy & Journey Operations: Design and implement customer experience (CX) strategies that elevate buyer, investor, and tenant satisfaction across all touchpoints (pre-sale, allocations, handovers, and post-occupancy). Oversee the resolution of client inquiries, complaints, and service delays, establishing strict Service Level Agreements (SLAs) for account managers and client relations teams. Develop client retention, loyalty, and feedback frameworks (NPS/CSAT) to turn homebuyers and property investors into brand advocates. Supervise physical property allocation, title document handovers, and facility management onboarding to ensure seamless client transitions. Legal Counsel, Contracts & Title Documentation: Draft, review, and negotiate complex real estate agreements, including Contract of Sale, Deed of Assignment, Lease Agreements, Joint Venture (JV) Contracts, and Power of Attorney. Oversee title verification, land searches, and perfection of titles at the Lagos State Lands Bureau and relevant municipal regulatory authorities. Provide legal advisories on property acquisition, zoning laws, building approvals, and environmental/urban planning compliance in Lagos State. Structure and review financial and investment instruments related to off-plan sales, installment payments, and real estate crowdfunding or trust structures. Risk Management & Dispute Resolution: Manage dispute resolution and litigation strategy alongside external legal counsel, prioritizing amicable settlements and arbitration to safeguard corporate reputation. Establish legal compliance and risk mitigation frameworks across sales, construction, and property management activities. Ensure organizational compliance with the Nigerian Data Protection Act (NDPA), Anti-Money Laundering (AML/CFT) laws, and real estate regulatory frameworks (e.g., LASRERA). Key Qualifications &