• Application Deadline:
• Position: Customer Experience Lead



• Job Type Full Time



• Qualification BA/BSc/HND , MBA/MSc/MA , Professional Certificate



• Experience



• Location Lagos




• Job Field Sales & Business Development 
  
  

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