Customer & Brand Experience Manager Job

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.

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.