Job Title: Customer Service Manager
Location: Lagos
Employment Type: Full-time
Reports To: Head of Business Performance
Role Purpose
- The Customer Service Manager is responsible for delivering a consistent, responsive and commercially effective customer experience across the website, retail, digital and B2B channels.
- The role owns the post-purchase customer journey, ensuring timely customer follow-up, order accuracy, product guidance and effective resolution of enquiries.
- The role also leads the Digital Sales Team, driving sales performance, monitoring customer interactions, coaching team members and maintaining high standards of communication, product knowledge and service quality.
Key Responsibilities
Customer Service & Post-Purchase Experience:
- Contact customers who purchased the previous day to confirm their experience, resolve issues and identify upselling/cross-selling opportunities.
- Reconfirm order details, particularly sizes, specifications and other variables, and address discrepancies before dispatch where possible.
- Provide appropriate product-use, care and handling guidance.
- Handle customer enquiries and follow-ups and ensure timely resolution or escalation.
Sales & Enquiry Management:
- Convert relevant customer interactions into additional sales through effective upselling and cross-selling.
- Identify and route enquiries outside the role's scope to the appropriate team or business owner.
- Route bulk, corporate, institutional and partnership enquiries to the appropriate B2B Manager.
- Manage discount requests in line with the approved authorization matrix.
Customer Data & CRM Management:
- Maintain accurate customer information, categorisation and segmentation in the CRM.
- Ensure enquiries, opportunities, follow-ups and customer interactions are properly recorded and tracked.
- Maintain data quality to prevent lost opportunities or customer follow-ups.
Cross-Functional Customer Experience Management:
- Liaise with Logistics, Inventory, Production, Procurement and other relevant teams on issues affecting customers.
- Follow up on customer-impacting operational activities and escalate recurring issues with recommendations for improvement.
Digital Sales Team Leadership & Quality Assurance:
- Lead, coach and manage the performance of Digital Sales Executives.
- Set and monitor sales and service targets and hold team members accountable for performance.
- Review calls, WhatsApp, social media and other customer interactions to assess communication, product knowledge, objection handling, sales approach and service quality.
- Provide regular coaching and corrective feedback and escalate issues beyond the team's authority to the Head of Business Performance.
Reporting & Performance Management:
- Prepare and present daily, weekly and monthly customer service and digital sales reports.
- Prepare and analyse customer experience reports, including NPS, CSAT, CES, complaint trends, response/resolution times, FCR and customer feedback.
- Monitor post-purchase engagement, order discrepancies, sales, conversion, upselling/cross-selling and team performance.
- Provide Management with customer insights, recurring issues, performance trends and actionable recommendations.
Candidate Requirements
- Bachelor’s degree (B.Sc./B.A.) in Business Administration, Marketing, Management, Communications or a related field is required; an M.Sc./MBA is an added advantage.
- Minimum of 7 years’ relevant experience in Customer Service, Customer Experience, Client Relationship Management or a related field, with at least 3 years in a supervisory or management role.
- Strong business and commercial acumen, with the ability to understand how customer service impacts revenue, customer retention, repeat purchases, customer loyalty and overall business growth.
- Strong knowledge of NPS, CSAT, CES, FCR, customer retention, complaint analytics, service quality and other customer experience metrics, with the ability to turn insights into actionable business recommendations.
- Comfortable using CRM/ERP, customer service platforms, ticketing systems, call management tools and digital communication platforms.
- Demonstrated ability to lead, coach and develop a customer service team, set KPIs, monitor performance and drive accountability.
- Ability to identify upselling, cross-selling, retention and revenue opportunities through customer interactions while maintaining a high-quality customer experience.
- Ability to work effectively across Sales, Marketing, Logistics, Inventory, Production, Procurement and Finance to resolve customer issues and improve the customer journey.
Application Closing Date
3rd October, 2026.
Interested and qualified candidates should submit their CV to: career@esoraegroup.com using the job title as the subject of the email.
Note: E’SORAE Group is an equal-opportunity employer.
