• Application Deadline: Wed, 29 Apr 2026 00:00:00 GMT
• Position: 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.