Head, Marketing & Customer Experience at Fazsion Limited

Fazsion is a cross-border e-commerce marketplace offering authentic European and UK Highstreet fashion brands for Men, Women, and Kids such as H&M, Jack&Jones, Selected Homme, Diesel, Henley, Gabba, Bellfield, No problem, Vero Moda, Zara, Boohoo, Pretty Little Things, Nelly, Tommy Hilfiger, Calvin Klien, Adidas and others. Fazsion operates out of warehouses in Lagos, Germany, and London. We help our customers source, ship, and deliver their inventory needs to their doorstep end to end. We aim to make stocking up your store as easy as possible.

We are recruiting to fill the position below:

Job Title: Head, Marketing & Customer Experience

Location: Nigeria
Employment Type: Full-time
Report to: Country Manager
Department: Operations

Description

• Managing and overseeing the daily operations of the Marketing & Customer service department.
• Monitoring and analyzing client retention data.
• Success in this role is measured by business retention - Repeat / Return  rate, economic profitability EP, Service Level (SLA) achievement, customer satisfaction and loyalty NPS scores, and sales revenues.

Responsibilities / Duties

• Full operational and functional responsibility for the Marketing  and customer service team.
• Responsible for executing the business development plan, value expansion plan and sales plan to achieve revenue targets, higher profitability. Higher retention rates and higher share of wallet for existing customer base.
• Assist Sales and Marketing team  with growing the business, adding assays, ensuring product compliance, and conducting business reviews with emphasis on pricing/profitability policies.
• Act as a trusted partner for all customers and develop and maintain relationships with all key accounts in Fazsion.
• Responsible for managing and delivery of first line service support and escalations through to resolution.
• Responsible for Fazsion  adherence to customers contractual obligations and customer adherence to their contractual commitments
• Implementation of the Fazsion  customer experience standardized training, processes and procedures within Fazsion.
• Champion opportunities to consistently Improve the Fazsion client experience
• Drive customer retention, reduce churn, and increase customer satisfaction
• Map the customer journey and identify opportunities to proactively intervene on the client’s behalf
• Guide team in effective client issues resolution and handle any escalations
• Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement
• Test new strategies for driving customer value
• Continually review and evolve the collection of processes Fazsion uses to track, oversee and organize every interaction between the customer and Vivacity throughout the lifecycle
• Taking a proactive role in managing and collecting debts of company debtors

Requirements

• Candidates should possess a B.Sc Degree with 3- 5 years relevant  work experience.
• Proven Sales and or Customer Service Management leadership track record
• Successful engagement with customers specifically senior management and key stakeholders
• Working Fasion/Ecommerce  industry knowledge that includes the following:- changing market dynamics, key competitors, terminology, challenges and regulations
• Strong selling and relationship building skills
• Strong communication skills
• Ability to identify and drive resolution of issues
• Long term strategic focus on accounts
• Advanced computer skills on MS Office,  CRM software packages and databases 
• Ability to translate CRM data 
• Have a customer centric mindset.

Salary
N200,000 - N250,000 Monthly.

Application Closing Date
15th November, 2021.