Digital Operations and Customer Lead
Job summary
FnV Lifestyle is a health lifestyle brand that helps Nigerian families eat better one meal at a time. We make fresh fruits and vegetables convenient: washed, cut, and ready for your kitchen. Our flagship channel is owned kiosks near major supermarkets in Port Harcourt, supported by home delivery, subscriptions, and B2B catering. We are pre-launch. Everything is being built from scratch the kiosks, the production, the customer base, the team. If you want a settled company with a clean territory and a healthy pipeline already in place, this is not the right role. If you want to build a B2B book from zero and feel the pull when an account you brought in starts ordering every week, keep reading.
Job descriptions & requirements
Own the website:
- Shopify management, product pages, copy, basic SEO, blog posts, technical hygiene.
- The site stays current, fast, and on-brand.
Own Email Marketing:
- Welcome series, monthly campaigns, subscriber retention.
- Voice on-brand; data clean; unsubscribes treated as feedback, not noise.
Own Customer Service Across Every Channel:
- WhatsApp, Instagram DMs and comments, website tickets, replies on delivery aggregators (Glovo, Chowdeck, and any other platform we choose to use)
- Every inbound message acknowledged within the target window.
- Complaints handled to FnV's replace-or-refund policy
- . Anything beyond your authority routed to a co-founder same-day.
Convert Social Engagement into Customer Action:
- When someone DMs us on Instagram or asks in a comment, you have a clean way to redirect them to the right purchase channel (website, kiosk, or aggregator) and convert the intent into a transaction.
Own The Voice Of The Customer:
- Design and run customer surveys.
- Capture reviews from the kiosks and from every online channel,
- Build the customer feedback loop into something the team can act on.
- Run feedback campaigns to identify what new product combinations or ranges customers want.
- Surface what you're hearing to the founders, the Kiosk Lead, the Compliance Lead, and the production team
- Weekly or more often when the signal is hot.
Own The Order Handoff From Aggregator Platforms To Operations:
- When an order comes in from Glovo, Chowdeck, or any aggregator, the system you design and maintain gets it to the production team cleanly.
- Ensures the customer gets the experience they paid for.
- Operations fulfils the order; you own the customer account and the customer experience.
Own The Warm-List Relaunch:
- Work with the founders on the four-touch "give, give, give, ask"
- Sequence to the existing customer base when the relaunch goes live.
Coordinate With The Social Media & Community Lead:
- On shared brand voice, shared content calendar, and the customer touchpoints that cross both your surfaces.
Be Willing To Do More.
- This is a startup, people do what the business needs, not only what is written here.
- From time to time you will be asked to step into work outside this list. Bring that mindset
- An HND in business administration, information technology, marketing, communications, or a related field.
- Experience leading teams and managing cross-functional projects.
- Strong understanding of digital platforms, CRM systems, and customer support tools.
- Customer relationship management
- Digital operations management
- Process improvement and optimization
- Data analysis and reporting
- Project management
- Problem-solving and decision-making
- Excellent communication and interpersonal skills
- Leadership and team management
- CRM platforms (e.g., Salesforce, HubSpot, Zoho)
- Customer support tools (e.g., Zendesk, Freshdesk).
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