Customer Experience & Fulfillment Manager
- Job Type Full Time
- Qualification BA/BSc/HND
- Experience 3 years
- Location Lagos
- Job Field Customer Care 
Role Purpose
- To ensure seamless order fulfillment and a consistently positive customer experience from the point of order placement through to final delivery.
Key Responsibilities
- Manage end-to-end order tracking and delivery coordination to ensure timely and accurate fulfillment.
- Handle customer queries, complaints, returns, and refunds in a professional and timely manner.
- Monitor customer satisfaction levels and post-order experience to identify areas for improvement.
- Collaborate closely with operations and CRM teams to establish effective feedback loops and resolve recurring issues.
- Continuously identify and implement process improvements to enhance service quality and operational efficiency.
Key Performance Indicators (KPIs)
- Customer Satisfaction Score (CSAT)
- First Response Time & Resolution Time
- Order Fulfillment Success Rate
- Return & Refund Rate
Skills & Competencies
- Strong customer service management capabilities with a customer-first mindset.
- Excellent problem-solving skills and a proactive approach to process improvement.
- Outstanding communication and coordination skills across cross-functional teams.
- Hands-on experience with CRM and ticketing systems for issue tracking and resolution.
Ideal Background:
- Minimum of 3 years of experience in customer support, logistics, or operations.
- Prior experience in an e-commerce or retail environment is highly desirable.
- If you are passionate about delivering exceptional customer experiences and thrive in a fast-paced, operations-driven environment, we would love to hear from you.
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Method of Application