JYRO is an intelligent execution infrastructure for ambitious people, a system that lets you reach any goal, adapt to real-world conditions, verify what actually happened, and own the result. JYRO does not help people manage work; it takes full responsibility for execution. It is the protocol between human intent and a certain outcome. Our promise is execution certainty: the outcome you pay for is exactly the outcome that happens.
We are recruiting to fill the position below:
Job Title: Customer & Brand Experience Manager
Location: Lagos
Job Summary
- A Tech startup company is recruiting a high-impact Customer & Brand Experience Manager to lead our operational pods in Lagos, Nigeria.
- As a consumer business manager for a dedicated cluster, you will own the end-to-end customer experience, brand reputation, and operational performance of your pod of "Brains" (Agents). You are a hands-on leader dedicated to ensuring execution certainty and brand excellence.
Key Responsibilities
- Customer Experience (CX) Ownership: Drive high CSAT and NPS scores by ensuring every customer interaction is "excellent and educative.
- Brand Guardianship: Protect and elevate the company brand by resolving issues and maintaining premium service standards on the ground.
- Team Leadership: Manage and mentor 15+ frontline staff (Brains), documenting performance outcomes and ensuring adherence to protocol.
- Operational Oversight: Monitor pod performance using dashboards, ensuring tasks are executed to protocol and blockers are swiftly resolved.
- Commercial Accountability: Work closely with commercial counterparts to ensure operational standards align with business goals.
Key Performance Indicators (KPIs)
- Brand Integrity: Zero unresolved brand-damaging events.
- Quality Assurance: Reduction in error rates and task rework.
- Brain Retention: High retention rate of high-performing Agents.
- Reporting: 100% on-time submission of actionable weekly reports to the COO.
Key Requirements
- Education: Minimum of a Second-class lower university degree.
- 5+ years of experience in field operations, CX, or people management (Logistics, Last-mile, Hospitality, Premium Retail, or Telecoms).
- Leadership: Proven track record of managing 15+ frontline staff.
- Post NYSC
- Competencies: Brand-sensitive, numerate with dashboards, and highly articulate (written/spoken).
- Local Insight: Strong knowledge of the VI, Ikoyi, Lekki, 1004, and Banana Island environment.
Salary
N350,000 per month.
Application Closing Date
19th June, 2026.
https://www.hotnigerianjobs.com/hotjobs/901678/customer-brand-experience-manager-at-jyro.html