Luxury Watch Roll - We are a fast-growing e-commerce brand specializing in stylish, high-quality wristwatches and lifestyle accessories designed for the modern individual. Our mission is to help people express themselves through timeless pieces that blend elegance, luxury, and functionality.
With a strong online presence and a community of loyal customers, we are committed to delivering exceptional products and seamless shopping experiences. We believe in innovation, creativity, and building a vibrant team that’s passionate about fashion, digital growth, and customer satisfaction.
We are recruiting to fill the position below:
Job Title: Customer Experience & Community Manager
Location: Lagos
Employment Type: Full-time
Role Objective
- You are responsible for maximizing revenue generated through social media conversations while delivering a world-class customer experience.
- This role owns all customer-facing interactions across social media platforms, including sales inquiries, lead nurturing, customer support, complaint resolution, community engagement, and post-purchase follow-up.
- Success in this role will be measured by conversion rates, customer satisfaction, response times, community engagement, and revenue generated through social channels.
Key Responsibilities
- Social sales & lead conversion
- Respond to inbound sales inquiries.
- Convert prospects into paying customers.
- Handle objections professionally.
- Follow up on interested leads.
- Follow up on abandoned conversations.
- Recommend products based on customer needs.
- Guide prospects through the purchasing process.
- Support promotional campaigns and launches.
- Track all leads and sales activity.
Customer Experience & Support
Responsibilities:
- Deliver exceptional customer support.
- Handle complaints professionally.
- Resolve customer issues efficiently.
- Assist with shipping inquiries.
- Assist with returns and refunds.
- Escalate issues when necessary.
- Follow up until resolution.
Community Management & Engagemaent
Responsibilities:
- Manage comments across all platforms.
- Create engagement opportunities through stories.
- Run polls and Q&A sessions.
- Encourage community participation.
- Engage with followers and customers.
- Build relationships with repeat customers.
- Maintain brand voice.
Reporting & Administration
Responsibilities:
- Track sales performance.
- Maintain reporting sheets.
- Record customer interactions.
- Generate weekly reports.
- Generate monthly reports.
- Update Shopify records when necessary.
Preferred Qualifications
- 2+ years experience in sales, customer service, community management, or customer experience.
- Strong written and verbal communication skills, with a proven track record of converting enquiries into sales through an understanding of customer psychology
- Experienced in professional, empathetic customer follow-up and resolving complaints or concerns with care and efficiency
- Proficient in Microsoft Office (particularly Excel/Google Sheets) with the ability to maintain organised monthly sales records and collate pricing data accurately
- Preferred experience with Shopify, Canva, Meta Business Suite and WhatsApp Business and E-commerce brands.
Application Closing Date
15th June, 2026.
https://www.hotnigerianjobs.com/hotjobs/904927/customer-experience-community-manager-at-luxury-wa.html