Digital Operations and Customer Lead
Job summary
FoodandVeggies Mart is a healthy 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
- Manage day-to-day digital operations and service delivery.
- Monitor digital platforms to ensure uptime, performance, and reliability.
- Identify operational inefficiencies and implement process improvements.
- Coordinate with IT, product, and business teams to resolve operational issues.
- Develop and maintain operational procedures, policies, and documentation.
- Lead customer service and support activities across digital channels.
- Monitor customer feedback and satisfaction metrics.
- Resolve escalated customer complaints and service issues.
- Design and implement customer engagement and retention strategies.
- Ensure a seamless customer journey across all digital touchpoints.
- Track and analyze operational and customer service KPIs.
- Prepare regular reports on service performance, customer trends, and operational effectiveness.
- Use data insights to recommend improvements and support decision-making.
- Lead, mentor, and develop customer support and operations teams.
- Set performance goals and conduct regular performance reviews.
- Foster a customer-centric culture across the organisation.
- Coordinate training programs to enhance team capabilities.
- Collaborate with product, marketing, technology, and sales teams.
- Communicate operational updates and customer insights to senior management.
- Manage relationships with external vendors and service providers where applicable.
- 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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