The Role
Oversee daily operations, customer bookings, schedules, payments, service providers, staff supervision, records, and service quality. Manage customer inquiries and issue resolution through WhatsApp, maintain operational databases and Excel trackers, prepare reports, vet and train providers, and support executive operations. The role requires strong administration, leadership, organization, communication, and problem-solving skills.
Summary Generated by Built In
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
Skills Required
- Degree in Business Administration, Management, or a relevant field
- Minimum of 3-5 years of experience in a similar role
- Background in operations, administration, customer service, hospitality, recruitment, or a closely related area
- Strong administrative capabilities
- Advanced Excel skills for tracking, reporting, and database management
- Excellent spoken and written English
- Proficiency in WhatsApp and digital tools
- Strong leadership and people-management skills
- Strong organizational and problem-solving skills
- Highly organized, proactive, professional, reliable, assertive, detail-oriented, tech-savvy, and people-oriented
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The Company
What We Do
Dunn and Braxton is an international management consulting firm that provides bespoke recruitment, talent outsourcing, and HR support services to help business owners and founders meet their human capital needs. Based in Nigeria, they aim to be a trusted talent solution provider in Africa, enabling companies to optimize productivity and focus on core innovation by managing their non-core human resource functions.
