Head, Customer Service

Responsibilities:

• Lead and oversee all customer touchpoints, ensuring prompt, professional, and consistent engagement across in-store, phone, email, and social media channels.
  
• Develop and implement strategies to deliver an exceptional customer experience, guiding the team in recommending products, specials, and seasonal offerings.
  
• Establish post-purchase follow-up and feedback processes to monitor satisfaction, address concerns, and enhance repeat business.
  
• Drive service recovery initiatives, managing complaints with empathy to maintain customer loyalty and brand reputation.
  
• Oversee accurate recording of customer interactions, preferences, and feedback in the CRM or customer tracking systems to inform strategy and menu offerings.
  
• Collaborate with kitchen and operations teams to resolve escalated issues quickly and ensure seamless service delivery.
  
• Use customer insights to support sales strategies, including promotions, upselling, and cross-selling relevant pastries, cakes, and beverages.
  
• Set, monitor, and maintain high service quality standards, ensuring all staff adhere to communication protocols, response timelines, and hospitality best practices.
  
• Track and analyze key customer service metrics—such as satisfaction scores, repeat visit rates, and complaint resolution efficiency—to drive continuous improvement.
  
• Design and lead customer loyalty initiatives, including membership programs, referral campaigns, and personalized offers to encourage repeat visits.
  
• Other responsibilities as assigned by management.

Requirements:

• Bachelor’s degree in Hospitality Management, Business Administration, Marketing, or a related field.
  
• A Master’s degree in a relevant discipline or professional certifications in Customer Experience, Hospitality, or Service Management is a plus.
  
• Minimum of 4 years of progressive experience in customer service or hospitality, with at least 2–3 years in a leadership or managerial capacity.
  
• Proven track record in managing customer-facing teams in retail, or hospitality environments.
• Excellent written and verbal communication and presentation skills
  
• Excellent interpersonal skills, with the ability to engage, motivate, and lead a customer service team.
  
• Proactive problem-solving and decision-making skills, with a keen eye for detail.
  
• Ability to handle escalated complaints empathetically while protecting brand reputation.
  
• Analytical mindset with the ability to interpret customer data and KPIs to inform strategic decisions.
• Proficiency on Microsoft Office Suite( Word, Excel,Outlook) and Google Workspace.
  
• Familiarity with CRM systems, POS systems, or other customer tracking tools.
  
• Knowledge of food safety, hygiene standards, and basic F&B operations.
  
• Awareness of loyalty programs, promotions, and upselling strategies relevant to a pastry shop or food service environment.
  
• Understanding of reporting tools to track customer service metrics, satisfaction scores, and repeat business.
  
• Strong understanding of customer experience principles, service standards, and hospitality best practices.

Location: Victoria Island, Lagos

Remuneration: NGN 300,000 - NGN 350,000