Customer Experience Lead

Open 56d

Provide instant-feel responses to inquiries across Instagram, WhatsApp, Email, and Live Chat, maintaining the grace and warmth expected by HNWIs and global luxury buyers.
Act as a brand historian; eloquently explain the artisanal techniques (Adire, Aso-oke) and the cultural narrative behind each collection to educate and inspire international buyers.
Conduct digital styling sessions and detailed fit consultations. You must master the art of converting Nigerian/UK sizing to US, EU, and AU standards to ensure a perfect fit and minimize returns.
Serve as the dedicated point of contact for global influencers and celebrity stylists, managing urgent pulls and custom requests for high-profile events.
Handle disgruntled clients with Nigerian warmth and global professionalism, turning logistical errors into opportunities for lifelong brand loyalty.

Oversee all orders from Point-of-Sale to delivery using Shopify/CRM, ensuring data integrity and seamless processing.
Act as the primary liaison for international couriers (DHL/FedEx/UPS), proactively troubleshooting customs holds or Address Not Found issues before the customer even notices.
Manage communications for Made-to-Order (MTO) pieces, providing clients with regular, sophisticated updates on their garment’s journey from the loom to their doorstep.
Assist global clients with international payment failures, flagged transactions, or currency conversion hurdles.

Compile weekly Voice of the Customer reports for the design team, highlighting recurring pain points (e.g., Sizing on Adire silks is running small) to improve future collections.
Build and constantly update a Global Shipping & Care FAQ and internal SOPs to reduce manual inquiries as the brand scales.
Proactively solicit high-quality reviews and testimonials to build global social proof and maintain a 5-star brand image.
Create and distribute digital guides on the care of delicate, hand-crafted Nigerian textiles to ensure the longevity of the client's investment.

3–5+ years of experience in Luxury Retail, Private Concierge, High-End Hospitality, or Aviation. (You need someone who already understands the language of wealth and premium service).
Proven track record of managing high-profile clients or celebrity stylists with extreme discretion and white-glove attention.
Experience working in a small, fast-growing team (or as a solo operator) where they had to build processes from scratch, not just follow them.

Expert-level knowledge of Shopify (order management, processing returns, managing customer profiles).
Proficiency in tools like Gorgias, Zendesk, or Shopify Inbox to manage WhatsApp, IG, and Email in one view.
Familiarity with international shipping platforms (DHL Express, FedEx, UPS) and a basic understanding of customs duties/HS codes for luxury goods.
Ability to pull basic reports on sales conversion and customer feedback to share with the design team.

A deep interest in and knowledge of Nigerian textiles (Adire, Aso-oke, Lace). They must be able to explain why these pieces are premium.
Ability to effortlessly convert Nigerian/UK sizing to US (numeric/alpha), EU, and AU standards.
Understanding of textile science (e.g., silk vs. cotton) to provide accurate care instructions (dry clean vs. hand wash).

The ability to switch between Nigerian Warmth (respectful, honorifics) and Global Professionalism (concise, efficient, Western corporate standards).

A Bachelor’s Degree: Preferably in Communications, Fashion Management, Business, or International Relations.
Impeccable written written and verbal communication skills

See also