Customer Engagement Manager at a Fintech Startup - The People Practice

The People Practice - Our client is one of the thriving Fintech Startups in Africa leveraging technology to enable SMEs to save, share financial records, and track real-time payments through digital platforms. With this, they are solving the problem of access to credit.

We are recruiting to fill the position below:

Job Title: Customer Engagement Manager

Location: Lagos
Employment Type: Full-time
Department: Brands and Customer Engagement

Job Summary

• We are on the lookout for a Customer Engagement Manager to serve as a field trainer in the Nigerian market, first-level support, client stakeholder manager, and client interface / advocate to the rest of the team.

What the Job Entails

• Being embedded in the field with our beta clients in Nigeria as a trainer, first-level support, client stakeholder manager, and client interface/advocate to the rest of the team.
• Bridging the gap between our customer strategy and what we need to get done and learn on the ground, through your team of Brand Ambassadors and market researchers.
• Ownership of customer acquisition and target activity in Nigeria.  
• Training of your team to improve performance of the activities that drive our strategic imperatives.
• Travel across the country for regular accompaniments with the team to ensure they are executing their tasks well and to support engagement with key customers.
• Responsible for collating and summarising feedback from the field teams and generating insights to feed into the product development cycles.
• Rapid deployment of ad hoc research assignments.

Requirements
We are looking for someone who has / is:

• Experience working in the sales function within informal trade and have risen to a Team Leader / Management role or higher.
• Customer obsessed and passionate about representing their views as we develop the product.
• A strong track record of achievement, use of technology, and relationships built in informal markets in Nigeria.
• Street smart and savvy - able to build relationships and put people at all levels at ease. You are skilled at gathering information and feedback from people and pick up on cues on both what is said and unsaid.
• Some experience in managing field teams.
• Respectful in all interactions - internally and externally.
• Likes to get things done and find solutions on the go to overcome obstacles.
• A critical thinker, who is highly self-directed and brings a sense of ownership to everything they do.

Who Makes a Good Team Member:

• Every member of our team has to understand, empathize and walk in the shoes of the people working in these contexts.
• We believe in an open, inclusive, no drama, work environment. We’re building the company we want to work in and are quite deliberate about that. That means we’re looking for hard workers, humble people, opinionated people, self-starters, people comfortable in their own skin, people we’re excited to see every day.
• We have a "No asshole" rule. No prima donnas, no special snowflakes, no disrespecting people, no ignorant behavior. No matter how brilliant or talented you are, you need to be additive both on a personal as well as a skills basis.

Application Closing Date
Not Specified.