Franchise Customer Operation Officer at Lifemate Nigeria Limited

Lifemate Group was founded in 2002 and it is headquartered in Nigeria, Africa’s largest economy and most populous nation. It has three major line of business: Furniture Products, Hardware & Machinery and Architectural designs & decorations, small and medium scale commercial real estate development. Under the leadership of Mr. Chi Quan, Chairman, Board of Directors. Over the years, all Chinese and foreign employees of Lifemate Group have worked to develop Lifemate Group into an International brand with centers of operation, procurement, production and control in China (Hong Kong, Foshan and Dalian) as well as in Nigeria, Ghana, Cameroon, Gabon, Madagascar and Tanzania. We also have fully-owned subsidiaries in 6 other countries within Africa and dozens of Lifemate Group brand stores, with more than 3000 Chinese and foreign staffs of Lifemate Group across the world.

We are recruiting to fill the position below:

Job Title: Franchise Customer Operation Officer

Location: Nigeria

Job Summary

• The Franchise Customer Operations professional is responsible for ensuring seamless operational support for franchise partners, focusing on enhancing customer experience and maintaining alignment with the company’s standards.
• This role involves overseeing day-to-day franchise operations, resolving operational challenges, and implementing strategies to improve efficiency, compliance, and customer satisfaction.
• The candidate will act as a liaison between franchise partners and internal teams to drive operational excellence and uphold brand values.

Job Responsibilities
Operational Oversight:

• Monitor and manage the daily operations of franchise outlets to ensure compliance with company standards.
• Support franchisees in resolving operational challenges, including inventory, staffing, and customer service issues.

Customer Experience Management:

• Develop and implement strategies to enhance the overall customer experience at franchise locations.
• Analyze customer feedback and collaborate with franchisees to address concerns and improve satisfaction.

Training & Support:

• Provide training and ongoing support to franchisees and their teams on operational processes, systems, and best practices.
• Ensure franchise staff are knowledgeable about company policies, brand standards, and customer service protocols.

Compliance & Standards:

• Conduct regular audits and site visits to ensure franchise locations adhere to company guidelines.
• Address non-compliance issues and provide actionable recommendations for improvement.

Performance Tracking:

• Track operational performance metrics, including sales, customer satisfaction, and efficiency.
• Prepare and present reports to senior management on operational challenges and successes.

Collaboration & Communication:

• Act as a key point of contact between the company and franchise partners for operational concerns.
• Collaborate with internal teams (e.g., marketing, logistics, and training) to support franchise success.

Continuous Improvement:

• Identify opportunities to streamline operations and improve processes.
• Implement innovative solutions to enhance franchise efficiency and customer service.

Job Requirements
Educational Qualifications:

• Bachelor’s Degree in Business Administration, Operations Management, or a related field.
• Advanced Degrees or certifications in operations management or customer experience are a plus.

Experience:

• 1 - 3 years of experience in franchise operations, retail management, or customer service operations.
• Proven success in managing multi-location operations and enhancing customer experiences.

Skills & Competencies:

• Strong knowledge of operational processes and franchise business models.
• Exceptional communication, problem-solving, and interpersonal skills.
• Ability to manage multiple tasks and work collaboratively with diverse teams.
• Analytical mindset with expertise in performance monitoring and improvement.

Technical Proficiency:

• Proficiency in MS Office Suite.

Other Requirements:

• Willingness to travel to franchise locations as needed.
• A customer-first attitude with a focus on delivering exceptional service.

Application Closing Date
30th January, 2025.