Growth & Experience Coordinator

Responsibilities:

Customer Experience:

• Reviewing customer feedback and recommending necessary changes to be implemented.
• Tracking customer experiences across online and offline channels, devices and touchpoints.
• Collaborating with IT developers, as well as the production, marketing, and sales teams, to enhance customer services and brand awareness.
• Aligning customer experience strategies with marketing initiatives, as well as informing customers about new product features and functionalities.
• Identifying customer needs and taking proactive steps to maintain positive experiences.
• Responding to customer queries in a timely and effective manner, via phone, email, social media or chat applications.
• Analysing customer feedback on product ranges and new releases, as well as preparing reports.
• Performing product tests, evaluating after-sales and support services, and facilitating improvements.
• Documenting processes and logging technical issues, as well as customer compliments and complaints.
• Keeping informed of industry trends and new CRM technologies.Responding to customer messages via email, chat, and social media in a warm, timely and brand-aligned voice.
• Helping manage returns, exchanges, and order tracking, always with empathy and efficiency.
• Assisting with creating personalised shopping experiences.
• Gathering feedback and insights from customers to share with the team and improve touchpoints
• Ensuring customer satisfaction and brand loyalty with every interaction
• Resolving customer complaints or problems in a timely and satisfactory manner
• Identifying and escalating complex issues to the founder
• Maintaining records of customer interactions and transactions, recording details of inquiries, complaints, and comments
• Overseeing training and development sessions to improve customer support
• Contributing to the development of policies and procedures related to customer relations
• Providing feedback on the efficiency of the customer service process
• Working with a sales team to create better methods to address customer complaints
• Monitoring customer satisfaction levels

Business Development:

• Familiarising yourself with all products and services offered by House of Debola.
• Collaborating with Sales, Marketing, and Management to align strategies for increasing revenue.
• Procuring new customers through social media and collaboration with influencers.
• Remaining in tune with trends in consumption to ensure that our product offerings and styles remain relevant.
• Establishing strong relationships with key industry stakeholders, buyers and partners.
• Identifying ways to improve sales by ensuring an excellent shop floor and working closely with the sales representatives to achieve this.
• Maintaining meaningful relationships with existing customers to ensure that they are retained.
• Monitoring fashion trends, consumer behaviour and revenue streams to recommend business growth opportunities.
• Overseeing sales activities and guiding sales representatives with the skills needed to increase sales.
• Researching potential retail partners, collaborators, and pop-up opportunities
• Supporting sales outreach with clear communication, presentation prep, and follow-up
• Helping to coordinate small-scale retail activations, showroom events, or trunk shows
• Tracking key growth metrics, such as customer engagement, repeat purchases, and referral activity
• Maintaining and updating contact databases, wholesale inquiries, and sales leads

Requirements:

• Have 1–2 years of experience in customer service, sales, retail, or fashion
• Naturally warm, articulate and detail-oriented
• Love solving problems and making people feel seen and appreciated
• Curious about how brands grow, from one-on-one customer care to strategic partnerships
• Have strong writing skills and are comfortable using email, social platforms or CRM tools
• Bonus: You’ve worked in fashion retail, styled customers or written product copy

Why Join Us?

• Get in early at a brand making waves in the lifestyle fashion space
• Enjoy a collaborative, supportive environment where your voice matters
• Learn the ins and outs of growing a fashion label, from styling to scaling
• Receive staff discounts, early access to new arrivals and team perks
• Flexible work environment with room to grow into brand management

Location: Opebi, Lagos