Job Vacancies at Bet9ja – Apply Now

JOB DESCRIPTION

• The Customer Experience Lead is responsible for designing, managing, and optimizing the end-to-end customer journey across all Bet9ja touchpoints, including retail shops, digital platforms, and brand activations.
• This role ensures that every customer interaction with the brand is consistent, engaging, and commercially effective, translating marketing strategy into seamless on-ground and digital experiences that drive acquisition, retention, and loyalty.
• The role serves as the execution engine for customer experience within Marketing, bridging strategy, operations, and delivery across channels
• Customer Journey Design & Optimization
• Map and continuously improve the end-to-end customer journey across:
• Retail shops
• Online platforms (in collaboration with Digital/Product teams)
• Campaign and event environments
• Identify friction points and implement solutions to improve:
  • Acquisition
  • Engagement
  • Retention
• Establish and maintain CX standards and guidelines
• Campaign & Activation Experience Delivery
• Lead the execution of customer-facing campaigns across all channels:
• Retail activations
• Online-to-offline campaign integrations
• Product launches and promotions
• Ensure all campaigns deliver a seamless and unified customer experience
• Drive consistency between: What is advertised and What is experienced by the customer

Retail Experience Oversight

• Ensure retail shops deliver a consistent and engaging customer experience
• Oversee: In-shop branding and visibility, Customer engagement activities, Campaign execution at shop level
• Work closely with Retail Operations and Agents to maintain execution standards

Digital Experience Collaboration

• Partner with Digital/Product teams to ensure: Marketing campaigns translate effectively online, Customer journeys align across retail and digital platforms
• Provide customer insights to improve: App/website experience, Campaign landing journeys
• Support adoption of digital products

Vendor & Agency Management

• Manage experiential agencies, vendors, and partners delivering customer-facing initiatives
• Ensure delivery is: On time, On brand, Within budget
• Oversee briefing, execution, and performance evaluation
• Customer Engagement & VIP Experience
• Support the design and execution of VIP customer experiences across: Retail, Events, Exclusive engagements
• Identify opportunities to elevate high-value customer journeys
• Work with internal teams to enhance loyalty and retention initiatives
• Insights, Reporting & Continuous Improvement
• Track and analyse customer experience performance metrics: Engagement levels,
• Campaign participation, Footfall and activity trends
• Deliver post-campaign reports with actionable insights
• Use data to refine and improve future experiences

Cross-Functional Alignment

• Work closely with: Marketing (Brand, Digital, PR), Retail Operations, Customer
• Service, Finance & Procurement
• Ensure alignment between: Strategy, Approvals, Execution
• Maintain speed to market while ensuring process compliance

PREFERRED SKILLS AND QUALIFICATIONS

• Bachelor’s degree in: Marketing, Business Administration, Communications Or any related field from a recognised higher institution is mandatory
• Master’s degree (MBA or Marketing-related), an added desirable advantage
• Certifications in Customer Experience (e.g., CX, Service Design, Brand Experience) –

Desirable

• Preferred Industry Experience from Betting/Gaming industry, FMCG (especially activations & field marketing), Telecommunications, Entertainment & Events, Retail chains or multi-location businesses
• Strong experience, customer experience, experiential marketing, or retail marketing
• Data & Reporting exposure, comfortable tracking and reporting around Campaign performance, Customer engagement metrics
• Able to turn insights into actionable improvements
• Experience with: Briefing, Quality control, Delivery timelines
• Ability to think in terms of: “What does the customer feel, see, and experience?”
• Customer-Centric thinking-
• Experience at improving customer engagement, Brand experience, Campaign participation
• Working to tight timelines
• Comfortable being in/on the field, not just behind a desk
• Stakeholder management with ability to influence and persuade toward a result/outcome
• Data-driven decision making
• Attention to detail and quality control
• Strong execution and project management
• On-Ground Execution Experience- Managed campaigns, activations, or events
• Experience executing across: Multiple locations,
• Multi-Channel Experience- Exposure to both: Physical environments (retail, events, activations) and Digital/customer journey touchpoints
• Vendor & Agency Management- Proven ability to manage: Agencies, Fabricators,
• Production vendors
• Strong execution and project management
• Attention to detail and quality control
• Ability to thrive in fast-paced

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JOB DESCRIPTION

• The HR Business Partner serves as a strategic and operational partner to the Retail business at a regional level. The role provides expert guidance, ensures compliance with labour legislation and company policies, and aligns people’s initiatives with the overall Retail and business objectives.
• The postholder will act as the primary people contact for Retail Management across regions driving performance, employee engagement, talent management, and workforce effectiveness while ensuring seamless people service delivery.

Regional HR Advisory & Partnership

• Partner with Area Managers and Shop Managers to shape and deliver the regional people plan aligned to business goals.
• Conduct regular regional visits (minimum three per week) to provide first-line HR advice.
• Act as the trusted regional Adviser on culture, leadership, change management initiatives and the point of contact for all workforce matters.
• Provide practical, business-focused people solutions to retail managers, Area Managers etc.
• Approximately 70% of the role requires regular regional visits to retail outlets to provide visible, hands-on HR support
• Ensure retail employee relations matters are addressed promptly and in line with policy

Learning and Development

• Undertaking corporate inductions and other internal training/workshops for new starters and employees ensuring they are undertaken in line with the corporate HQ directives.
• Oversee and report on training activities conducted on employees in assigned region.
• To support the Head of People & Culture and Senior HRBP on organizational change initiatives.
• Identify training needs within the retail arm of the business and support the design and rollout of appropriate learning solutions. Coaching
• Coaching and providing practical People advice to Retail management (i.e. from Area manager to Payout Officer) on issues affecting the engagement and performance of their

Performance Management

• To oversee and manage the end-to-end company’s EOY Performance Appraisal project for assigned region.
• Partner with Retail Leadership to identify and support high-potential talent.
• Provide coaching and guidance to managers to achieve performance standards.
• Support succession planning, transfers, and promotions within the region.
• HR Administration & HRIS
• Ensuring the end-of-the-end needs of an employee’s conditions of employment requirements are provided and up to date.
• Responsible for the monthly Administration of Pension (companywide) and resolving all queries to this effect.
• Responsible for the monthly Retail Payroll Administration and resolving all queries that might emerge
• To support the Senior HRBP in the preparation of companywide monthly Payroll.
• Provide all relevant employee related updates that might impact payroll, ensuring the payroll is updated to this effect.
• Be the main point of contact for retail management, overseeing all workforce queries in areas such as employment entitlements, benefits, conduct, payroll, grievances, training, medical, career development, promotion etc.
• To prepare weekly and monthly reports for assigned areas and feed into key business reports (headcount, turnover, absenteeism) for the Retail aspect of the business.
• Updating and maintaining the HR Information system and compilingdata for delegated report
• Compilation of employee trend analysis and interpreting this to the HPC effectively
• To ensure the regional leavers are appropriately processed within the corporate HQ directives.

Learning & Development

• Drive succession planning and talent reviews, identifying high‑potential colleagues and development needs.
• Support leadership development through coaching, training delivery, and targeted interventions.
• Ensure consistent onboarding and development experiences across the regions.

Talent Acquisition & Workforce Planning

• Forecast staffing needs and partner with retail leadership to maintain optimal
• Oversee end‑to‑end recruitment for retail outlet roles, ensuring strong talent pipelines and reducing time‑to‑hire.
• Build external talent networks and strengthen employer brand within local communities.
• Train hiring managers in interviewing, selection, and inclusive hiring practices.
• Collaborate with the corporate HQ to provide and implement retention strategies and workforce planning support.
• Oversee onboarding processes in line with corporate HQ directives.
• Advice on workforce redeployment and restructuring initiatives (transfers, shop closure and promotions as applicable)

Employee Relations

• Lead and manage employee relations casework for the region, including investigations. Disciplinary matters, capability & grievance
• Represent HR in formal disciplinary and grievance hearings.
• Ensure disciplinary and grievance processes are fair, transparent, and compliant.
• Provide guidance on absence management, maternity leave, medical cases, HMO services, and return-to-work processes.
• Maintain strict confidentiality in handling sensitive HR matters.

Data, Insights & Reporting

• Analyze HR metrics such as turnover, absence, recruitment performance, and engagement scores to identify trends within the region and feed the information into wider HR reports.
• Present insights and recommendations to regional leadership.
• Use data to drive proactive interventions and continuous improvement. Employee Engagement and Initiatives
• Lead engagement initiatives across the region, using survey insights and employee feedback to identify and drive action plans.
• Facilitate regional recognition programmes, and culture‑building activities that reinforce company values.
• Support the retail management in building inclusive, motivated, high‑performing teams.
• Track engagement metrics and partner with leaders to address hotspots and celebrate improvements.

HR Projects & Change Delivery

• Lead or support HR projects and initiatives such as policy rollouts, organisational changes, retail openings/closures, and culture programmes.
• Ensure effective communication is adopted across all sites from the HR desk.

Governance & Compliance

• Ensure adherence to company HR policies, employment law, and best practice.
• Act as custodian of the Employee Handbook within the region.
• Promote organizational culture and values consistently across retail outlets.
• Contribute to continuous improvement of HR processes and service delivery.

PREFERRED SKILLS AND QUALIFICATIONS

• An experienced an HR generalist is essential
• Bachelor’s degree in human resources, Business Administration, or related field
• Member of a recognized HRM chartered body (CIPM, PHRi or equivalent) or working towards it will be an added advantage.
• Data analysis and reporting capability
• Working knowledge of Nigeria Labor law and best practice
• Strong understanding of HR Policies and Practices and experience of how to implement them effectively.
• Good collaborator and willingness to contribute and share knowledge.
• Motivated to introduce and influence innovative ideas and approaches to the Retail teams
• to meet challenges and changes in business needs.
• Strong interpersonal and communications skills with the ability to positively influence people at all levels of the business.
• Ability to partner, coach and support managers in engaging and motivating their teams.
• Proficient in the use of IT tools and packages, inclusive of Microsoft office Suites, Teams, SharePoint and Outlook.
• Good knowledge writing skills with the experience of report writing.
• Working knowledge of using HRIS e.g SAGE 300 people.
• Ability to prioritize and multitask.
• Ability to travel is essential

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