Operations & Customer Experience Manager
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Description
Hiring – Operations & Customer Experience Manager
Location: Ikoyi, Lagos
About Company: Our client is a major West African company that specializes in building and construction projects, particularly in mechanical and electrical systems across Africa.
Job Summary: The company is seeking a highly organized, proactive, and hands-on Operations & Customer Experience Manager to oversee day-to-day operations, manage staff and service providers, handle customer bookings via WhatsApp, maintain documentation, and ensure professional service delivery.
The ideal candidate for this role must be a highly organized, proactive, and detail-oriented operational professional with strong communication, people-management, and problem-solving skills to manage staff, vet service providers, handle customer experience, and support executive operations smoothly.
Key Responsibilities:
- Manage customer bookings and enquiries via WhatsApp.
- Coordinate schedules, payments, service providers, and follow-ups.
- Respond quickly and professionally and resolve customer issues.
- Supervise staff, attendance, punctuality, appearance, cleanliness, and professionalism.
- Maintain staff schedules and records and address performance issues.
- Source, interview, and vet service providers; verify experience, references, and skills.
- Maintain an approved provider database and monitor performance.
- Train staff and providers on procedures, customer service, and professional standards.
- Conduct onboarding and refresher training as required.
- Handle paperwork, filing, records, forms, and day-to-day administrative tasks.
- Keep staff, provider, customer, booking, and payment records accurate and up to date.
- Maintain Excel trackers and operational databases.
- Prepare weekly/monthly reports and identify errors, trends, and operational issues.
- Monitor service quality, cleanliness, presentation, punctuality, and customer experience.
- Act as the Founder’s key operational support, take ownership of problems, and ensure tasks are completed.
Requirements
- Degree in Business Administration, Management, or a relevant field.
- Minimum of 3-5 years’ experience in a similar role.
- Background in operations, administration, customer service, hospitality, recruitment, or a closely related area.
- Strong administrative capabilities with advanced Excel skills for tracking, reporting, and database management.
- Excellent spoken and written English, with proficiency in WhatsApp and digital tools for fast-paced operations.
- Strong leadership, people management, organizational, and problem-solving skills.
- Highly organized, proactive, professional, reliable, assertive, detail-oriented, tech-savvy, and people-oriented.
Benefits
N400,000 Monthly Gross + Other Benefits