Assistant Head, Customer Services at Foteino Talento

Foteino Talento, a workspace, content creation studio and HR consultancy company, is recruiting suitably qualified candidates to fill the position below:

Job Title: Assistant Head, Customer Services

Location: Lagos
Employment Type: Full-time

Job Description

• The ideal candidate would be a key strategic and operational leader, responsible for the development, continuous improvement and delivery of customer service and the strategic development of operational requirements, process and technology, to deliver key service outcomes for customers in either a retail environment.
• This position plays a critical role in supporting the Head of Customer Relations in delivering exceptional customer experiences and upholding the company's brand standards.
• The Assistant Head of Customer Relations will oversee the daily operations of the department, ensure operational efficiency, contribute to employee lifecycle management, drive innovation, and support business growth.

Responsibilities

• Support Company Brand, Culture, and Uphold Standards in Customer Relations.
• Assist in Overseeing Daily Operations for Process Efficiency and Effectiveness.
• Support Delivery of Excellent Customer Experience.
• Assist with Employee Life Cycle (From Selection to Exit) in Accordance with Company Policy
• Contribute to Technology Innovation
• Support Market Growth Initiatives
• Assist in Monthly Report Preparation for Management.

Provide Strategic Leadership direction:

• Assist the Head of Customer Relations in developing and executing the strategic vision for the Customer Relations department, ensuring alignment with overall business objectives.
• Collaborate on identifying emerging trends, customer needs, and opportunities for service improvement.
• Contribute to the long-term strategy for improving customer satisfaction, retention, and growth.
• Support in setting departmental goals and help drive performance to achieve companywide objectives.

Assist in Overseeing Daily Operations for Process Efficiency and Effectiveness:

• Help manage the daily activities of the Customer Relations department, ensuring that processes are running smoothly and efficiently.
• Monitor operational performance, tracking key metrics such as customer satisfaction, response times, and resolution rates.
• Contribute to identifying areas for operational improvements and implementing solutions to optimize workflows and enhance team effectiveness.

Support Delivery of Excellent Customer Experience:

• Assist in managing customer interactions to ensure prompt, effective, and courteous responses to inquiries, complaints, and feedback.
• Work with the team to resolve escalated issues and ensure customer satisfaction is maintained.
• Support the creation of initiatives that improve the overall customer experience and help retain loyal customers.

Assist with Employee Life Cycle (From Selection to Exit) in Accordance with Company Policy:

• Support the recruitment, onboarding, and training of new customer relations team members.
• Assist in monitoring performance and conducting regular evaluations, ensuring employees adhere to company standards.
• Help in managing employee discipline, ensuring compliance with company policies and handling performance issues when necessary.
• Collaborate with the HR team to develop employee engagement and retention strategies.

Contribute to Technology Innovation:

• Support the implementation and optimization of customer relationship management (CRM) systems and other technological tools to enhance customer service.
• Assist in identifying and integrating new technologies to streamline customer relations processes and improve service delivery.
• Stay informed about emerging technologies and trends, ensuring the department remains efficient and innovative.

Support Market Growth Initiatives:

• Collaborate with the marketing and sales teams to identify new opportunities for customer acquisition and service offerings.
• Help analyze customer feedback and market trends to inform growth strategies and improve service delivery.
• Assist in developing and maintaining relationships with key customers and partners to support business expansion.

Assist in Monthly Report Preparation for Management:

• Contribute to the preparation of detailed monthly reports for the management team, covering key performance metrics, customer service trends, and departmental Achievements.
• Track progress on customer service goals, highlight successes, and identify areas requiring attention or improvement.
• Provide insights and recommendations to the management team based on data from customer interactions and operational performance.
• Extensive experience in managing retail customer service teams
• Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
• Proven Management and/or relationship management experience at a mid, strategic level role.
• Established track record of exceeding targets, KPI’s SLA’s, in a quality led, legislative compliant environment
• Able to interpret Marketing/Business Intelligence and develop strategy and make recommendations.
• Demonstrate ability to motivate staff at all levels
• Influential relationships skills at all levels. Able to use these relationships to deliver service improvements.

Requirements

• Bachelor's Degree in Social Science, Communications, or related field
• MBA/M.Sc. in related discipline is an added advantage.
• Minimum of 7 years’ relevant work experience, 5 years management practice of which 3-5 years in FMCG/Retail.
• Professional development and training are an added advantage.
• Excellent negotiation skills.
• Able to adapt and succeed in a changing environment
• Evidence of well-developed leadership skills.
• Excellent verbal & written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Strong analytical and problem-solving skills.
• Strong supervisory and leadership skills.
• The ideal candidate should be personable.
• Should be bold, proactive and flexible.
• Strong leadership skills with a collaborative, inclusive management style.
• High emotional intelligence, with the ability to manage sensitive and confidential information.
• Proactive, strategic thinker with a hands-on approach to execution.
• Ability to handle complex situations with diplomacy, discretion, and professionalism.
• Results-driven with a focus on continuous improvement. Current, in-depth knowledge of legal requirements related to human resources and employee management, including workers’ compensation, union relations is required.
• Excellent communication and interpersonal skills.
• The ideal candidate should be personable.
• Challenge and support executive management.
• Should be bold, proactive and flexible.
• Reporting
• Service Industry Knowledge
• CRM or related software
• Proficiency with Microsoft Office Suite.

Application Closing Date
Not Specified.