Customer Experience & Community Manager

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

• Success in this role will be measured by conversion rates, customer satisfaction, response times, community engagement, and revenue generated through social channels.
• 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.
• You are responsible for maximizing revenue generated through social media conversations while delivering a world-class customer experience.

Key Responsibilities

• Social sales & lead conversion
• Guide prospects through the purchasing process.
• Recommend products based on customer needs.
• Convert prospects into paying customers.
• Follow up on abandoned conversations.
• Handle objections professionally.
• Follow up on interested leads.
• Support promotional campaigns and launches.
• Respond to inbound sales inquiries.
• Track all leads and sales activity.

Customer Experience & Support
Responsibilities:

• Assist with returns and refunds.
• Deliver exceptional customer support.
• Assist with shipping inquiries.
• Follow up until resolution.
• Resolve customer issues efficiently.
• Handle complaints professionally.
• Escalate issues when necessary.

Community Management & Engagemaent
Responsibilities:

• Manage comments across all platforms.
• Build relationships with repeat customers.
• Run polls and Q&A sessions.
• Create engagement opportunities through stories.
• Engage with followers and customers.
• Maintain brand voice.
• Encourage community participation.

Reporting & Administration
Responsibilities:

• Track sales performance.
• Update Shopify records when necessary.
• Generate weekly reports.
• Record customer interactions.
• Generate monthly reports.
• Maintain reporting sheets.

Preferred Qualifications

• Proficient in Microsoft Office (particularly Excel/Google Sheets) with the ability to maintain organised monthly sales records and collate pricing data accurately
• Strong written and verbal communication skills, with a proven track record of converting enquiries into sales through an understanding of customer psychology
• 2+ years experience in sales, customer service, community management, or customer experience.
• Experienced in professional, empathetic customer follow-up and resolving complaints or concerns with care and efficiency
• Preferred experience with Shopify, Canva, Meta Business Suite and WhatsApp Business and E-commerce brands.