Job location: Lagos, Nigeria
About the role:
As the Digital Sales and Operations Manager for West and Central Africa, you will be an integral bridge between our customer care and social media/website operations delivered by Sun King’s Communications Team. We are looking for a bilingual candidate who speaks fluent English and French to fill a role that will entail close partnership with country-level social media dedicated customer care teams, focusing on enhancing social media-focused customer service particularly in both our Anglophone and Francophone markets in West Africa.
What you would be expected to do:
- Team Guidance: Oversee and manage both English and French speaking country-level social media customer care teams, including recruitment, training, performance evaluation, and incentive structures.
- Platform Management: Administer Hootsuite for efficient customer inquiry handling, robust data insights, and seamless agent onboarding and training.
- Performance Optimization: Set, monitor, and assess weekly and monthly KPIs to evaluate sales, customer handling efficiency, and overall team performance. Align these metrics with sales targets and social media platform SLAs.
- Customer Engagement: Oversee sales-focused customer care teams, ensuring efficient customer interactions and implementing best practices for community management.
- Reporting and Evaluation: Prepare detailed weekly and monthly performance reports for each country-level team, covering key metrics such as headcount, sales, inquiries handled, and customer acquisition costs.
- Strategic Partnerships: Work closely with marketing and customer care teams to set KPI targets and influence social media customer care agent incentives, fostering a culture of high performance and customer satisfaction.
- Knowledge Transfer: Facilitate comprehensive training programs for new and existing social media customer care agents, ensuring they possess the necessary skills and expertise to excel in their roles.
- Process Improvement: Refine sales processes across markets, identifying and disseminating best practices for prospect conversion and customer acquisition.
- Technical Assistance: Ensure continuous access and assistance for agents using Hootsuite, resolving any technical issues promptly and effectively.
- Team Coordination: Supervise and assist CC social media team managers overseeing in-country call center teams, fostering teamwork and alignment within the organization.
- Cross-Functional Partnership: Coordinate with Communications, Customer Care, and Sales teams to align strategies, optimize prospect conversion, and fuel overall business growth.
- Innovation and Efficiency: Initiate innovative projects to enhance social media call center efficiency, reduce costs, and improve customer experience.
- Data-Informed Insights: Accurately track and categorize website referrals in customer interactions, leveraging data to guide choices and optimize performance.
- Quality Assurance: Oversee and implement a comprehensive written reply matrix, ensuring adherence to global community management standards and maintaining brand consistency. Ensure adherence to set processes and monitoring for system manipulation and failures.
- Talent Development: Work closely with country-level team managers to recruit and train social media customer care agents on community management best practices, fostering a skilled and motivated workforce.
You might be a strong candidate if you have/are:
- At least 2 years of experience in a similar role, operations, reporting, or sales.
- Ability to speak French is a Must.
- Demonstrated ability in producing detailed and accurate reports.
- Experience managing complex business workflows, systems, and processes.
- Proficient in cross-departmental partnership.
- Good data assessment skills with experience with tools like Looker.
- Knowledge of social media functions is highly advantageous.
- Skilled in multicultural environments and diverse professional interactions.
- Customer service experience is beneficial.
What Sun King offers:
- Professional growth in a dynamic, rapidly expanding, high-social-impact industry
- An open-minded, collaborative culture made up of enthusiastic colleagues who are driven by the challenge of innovation towards profound impact on people and the planet.
- A truly multicultural experience: you will have the chance to work with and learn from people from different geographies, nationalities, and backgrounds.
- Structured, tailored learning and development programs that help you become a better leader, manager, and professional through the Sun King Center for Leadership.
