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

Key Requirements

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

Salary
N350,000 per month.

Customer & Brand Experience Manager