Customer & Brand Experience Manager

Hello all,

A Tech startup company is recruiting a high-impact Customer & Brand Experience Manager to lead our operational pods in Lagos, Nigeria.

Role: Customer & Brand Experience Manager

As a consumer business manager for a dedicated cluster, you will own the end-to-end customer experience, brand reputation, and operational performance of your pod of "Brains" (Agents). You are a hands-on leader dedicated to ensuring execution certainty and brand excellence.

Key Responsibilities

Customer Experience (CX) Ownership: Drive high CSAT and NPS scores by ensuring every customer interaction is "excellent and educative."

Brand Guardianship: Protect and elevate the company brand by resolving issues and maintaining premium service standards on the ground.

Team Leadership: Manage and mentor 15+ frontline staff (Brains), documenting performance outcomes and ensuring adherence to protocol.

Operational Oversight: Monitor pod performance using dashboards, ensuring tasks are executed to protocol and blockers are swiftly resolved.

Commercial Accountability: Work closely with commercial counterparts to ensure operational standards align with business goals.

Key Requirements

5+ years of experience in field operations, CX, or people management (Logistics, Last-mile, Hospitality, Premium Retail, or Telecoms).

Leadership: Proven track record of managing 15+ frontline staff.

Education: Minimum of a Second-class lower university degree.

Post NYSC

Competencies: Brand-sensitive, numerate with dashboards, and highly articulate (written/spoken).

Local Insight: Strong knowledge of the VI, Ikoyi, Lekki, 1004, and Banana Island environment.

Key Performance Indicators (KPIs)

Brand Integrity: Zero unresolved brand-damaging events.

Quality Assurance: Reduction in error rates and task rework.

Brain Retention: High retention rate of high-performing Agents.

Reporting: 100% on-time submission of actionable weekly reports to the COO.

Application Method

Fill out the form to apply:

https://forms.gle/F8LPa2gAmaD8GaBR6