Franchise Customer Operation Officer at Lifemate Nigeria Limited Full Time NEW

Job Title: Franchise Customer Operation Officer

Location: Nigeria

Job Summary

• The Franchise Customer Operations professional is responsible for ensuring seamless operational support for franchise partners, focusing on enhancing customer experience and maintaining alignment with the company’s standards.
• This role involves overseeing day-to-day franchise operations, resolving operational challenges, and implementing strategies to improve efficiency, compliance, and customer satisfaction.
• The candidate will act as a liaison between franchise partners and internal teams to drive operational excellence and uphold brand values.

Job Responsibilities
Operational Oversight:

• Monitor and manage the daily operations of franchise outlets to ensure compliance with company standards.
• Support franchisees in resolving operational challenges, including inventory, staffing, and customer service issues.

Customer Experience Management:

• Develop and implement strategies to enhance the overall customer experience at franchise locations.
• Analyze customer feedback and collaborate with franchisees to address concerns and improve satisfaction.

Training & Support:

• Provide training and ongoing support to franchisees and their teams on operational processes, systems, and best practices.
• Ensure franchise staff are knowledgeable about company policies, brand standards, and customer service protocols.

Compliance & Standards:

• Conduct regular audits and site visits to ensure franchise locations adhere to company guidelines.
• Address non-compliance issues and provide actionable recommendations for improvement.

Performance Tracking:

• Track operational performance metrics, including sales, customer satisfaction, and efficiency.
• Prepare and present reports to senior management on operational challenges and successes.

Collaboration & Communication:

• Act as a key point of contact between the company and franchise partners for operational concerns.
• Collaborate with internal teams (e.g., marketing, logistics, and training) to support franchise success.

Continuous Improvement:

• Identify opportunities to streamline operations and improve processes.
• Implement innovative solutions to enhance franchise efficiency and customer service.

Job Requirements
Educational Qualifications:

• Bachelor’s Degree in Business Administration, Operations Management, or a related field.
• Advanced Degrees or certifications in operations management or customer experience are a plus.

Experience:

• 1 – 3 years of experience in franchise operations, retail management, or customer service operations.
• Proven success in managing multi-location operations and enhancing customer experiences.

Skills & Competencies:

• Strong knowledge of operational processes and franchise business models.
• Exceptional communication, problem-solving, and interpersonal skills.
• Ability to manage multiple tasks and work collaboratively with diverse teams.
• Analytical mindset with expertise in performance monitoring and improvement.

Technical Proficiency:

• Proficiency in MS Office Suite.

Other Requirements:

• Willingness to travel to franchise locations as needed.
• A customer-first attitude with a focus on delivering exceptional service.

Application Closing Date
30th January, 2025.

How to Apply
Interested and qualified candidates should send their CV to: [email protected] using the Job Title as the subject of the mail.