Open to opportunities

Flora Ekwere

@floraekwere

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Director of Customer Experience driving data-led CX and global teams.

Nigeria

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What I'm looking for

I seek senior CX leadership roles where I can scale global, cross-functional teams, use data to improve retention and satisfaction, and drive product-aligned customer operations in fast-paced fintech or Web3 environments.

I am a Director of Customer Experience with over six years leading CX in Web3, fintech, and fast-growing tech companies, building teams and programs from the ground up.

I scaled customer operations from zero to 70+ across 20+ African countries at Yellow Card, implemented performance frameworks, and launched AI self-service to reduce inbound volume by 30%.

As an ecosystem consultant and GTM strategist, I have launched developer and community programs, secured media coverage, and driven partner and regulatory engagement across Nigeria, Kenya, South Africa, and Ghana.

I combine data-driven decision making, cross-functional collaboration, and people-first leadership to improve customer satisfaction, retention, and operational excellence.

Experience

Work history, roles, and key accomplishments

Current

Head of Customer Experience

Current

Yellow Card Financial

May 2020 - Present (5 years 6 months)

Built and scaled the global customer experience function from zero to 70+ across 20+ African markets, improving CSAT by 15 percentage points and reducing inbound support volume by 30% through self-service and operational improvements.

Customer Experience CRM Performance Management

Ecosystem Consultant, Africa

Concordium

Nov 2021 - Feb 2024 (2 years 3 months)

Led Concordium's expansion across key African markets, launching 30+ projects, tripling regional developer activity, and securing media and regulatory engagement to position the protocol as a compliant, identity-first blockchain.

Partnerships Community Building Go To Market Events Developer Relations Media Relations

New Media Executive

Infostrategy Technology

Jul 2019 - May 2020 (10 months)

Led digital marketing and growth for iRecharge, implementing SEO/SEM, marketing automation, and analytics to increase leads and improve customer onboarding and retention.

Digital Marketing SEO SEM Email Marketing Analytics Marketing Automation Customer Journey Mapping

GTM Strategist

AgricBlock

Feb 2018 - May 2019 (1 year 3 months)

Designed and executed go-to-market and grassroots acquisition strategies for a blockchain-based agriculture platform, driving early user acquisition and partnerships with farmers and agribusinesses.