Sales, Customer Experience & Operations Specialist at a Contemporary Fragrance and Lifestyle Brand

Role Overview

• The Sales, Customer Experience & Operations Specialist will drive sales, manage customer relationships, coordinate order fulfilment and dispatch, maintain accurate inventory and sales records, and support stockist coordination and digital customer engagement.
• The ideal candidate is commercially driven, customer-focused and highly organised, with the ability to manage the entire order process efficiently while ensuring a seamless customer experience and accurate operational records.

Responsibilities
Sales & Customer Conversion:

• Respond promptly and professionally to customer enquiries across approved channels, including WhatsApp, Instagram and other digital platforms.
• Understand customer needs and confidently recommend appropriate products.
• Convert enquiries into completed purchases through product knowledge, effective communication and follow-up.
• Identify opportunities for upselling, cross-selling and repeat purchases.
• Deliver individual sales and conversion targets set by the Business Development & Operations Lead.

Customer Experience:

• Manage the customer journey from initial enquiry through purchase, delivery and after-sales support.
• Provide accurate information on products, pricing, availability, payment and delivery.
• Handle customer questions, complaints, returns and exchanges professionally.
• Follow up appropriately after purchases to support customer satisfaction and repeat business.
• Capture recurring customer feedback and communicate relevant insights to the Business Development & Operations Lead.

Order Management & Dispatch:

• Monitor incoming orders and ensure they are processed promptly.
• Confirm payment, product availability and order details before fulfilment.
• Coordinate picking, checking, packing and dispatch from the company's operations and dispatch office.
• Liaise with approved delivery partners and track shipments through to completion.
• Keep customers informed of relevant delivery updates and escalate delayed or failed deliveries.

Inventory Management:

• Maintain an accurate and up-to-date record of inventory.
• Conduct inventory checks before confirming product availability to customers.
• Conduct scheduled stock counts and prepare reconciliations for review by the Business Development & Operations Lead.
• Track sales, transfers, returns, damaged items and other stock movements.
• Identify and promptly report stock discrepancies, fast-moving products, slow-moving products and low-stock items to the Business Development & Operations Lead.

Stockist Coordination:

• Manage routine operational communication and stock administration for approved stockists across Lagos, Abuja, Kano and other locations under the direction of the Business Development & Operations Lead.
• Maintain accurate records of stock supplied, sold, returned and transferred by each stockist.
• Obtain regular stock updates, reconcile reported balances against internal records and report discrepancies.
• Distribute only approved product, pricing and promotional information to stockists.
• Provide stock information required for replenishment decisions, execute approved stock transfers or replenishment instructions, and escalate unresolved discrepancies.

Pricing & Product Information Control:

• Maintain an accurate master product and pricing list.
• Ensure approved pricing and product information are consistent across the company website, customer communications and stockist materials.
• Implement approved price, promotion, product-listing and availability updates across assigned channels, including routine website updates.
• Ensure product descriptions, images, prices and availability information are accurate across digital platforms.
• Identify and promptly report pricing, product-information or website-update discrepancies.
• Ensure that no unauthorised changes are made to product pricing, discounts, promotions or commercial terms.

Social Selling & Digital Customer Engagement:

• Respond to product enquiries received through social media and convert appropriate enquiries into sales.
• Follow up with prospective customers and provide accurate product information.
• Identify customer questions, trends and frequently requested products.
• Execute social-selling and customer-engagement activities in line with established brand guidelines.
• Maintain professional and timely communication across assigned digital channels.
• Support pop-ups, private shopping experiences and brand activations, including customer engagement, sales processing, stock handling and post-event reporting.

Sales & Operations Reporting:

• Maintain simple and accurate operational reports for the Business Development & Operations Lead, covering:
• Customer enquiries, orders, revenue and units sold.
• Best-selling and slow-moving products.
• Central inventory and stockist inventory positions.
• Outstanding orders, returns and delivery issues.
• Repeat customer activity and relevant customer insights.

Requirements and Qualifications

• OND, HND, Bachelor's dDegree or equivalent qualification.
• 2–4 years' experience in sales, retail, customer service, e-commerce, operations or a related customer-facing role.
• Demonstrated ability to meet sales targets or commercial objectives.
• Excellent verbal and written communication skills, with strong interpersonal abilities.
• Excellent attention to detail, organisation and follow-through.
• Comfortable using POS, e-commerce, inventory or order-management systems.
• Strong Microsoft Excel, Google Sheets or equivalent spreadsheet skills.
• Proficiency in using WhatsApp, Instagram and other digital communication platforms professionally.
• Good numeracy skills and the ability to reconcile sales, stock and payment information.
• Ability to work independently and take ownership in a fast-paced startup environment.

Skills & Competencies:

• Previous experience in e-commerce or omnichannel retail.
• Experience in inventory control and stock reconciliation.
• Experience working with distributors, agents or stockists.
• Experience with Shopify or similar e-commerce platforms.
• Experience within a premium, lifestyle, fashion, beauty, home or consumer brand.

Benefits

• Salary: N300,000 per month. 
• Performance-based bonuses and/or sales incentives.
• Opportunity to join an early-stage business at an exciting period of growth.
• A dynamic, entrepreneurial and collaborative working environment.
• The opportunity to contribute to building the systems, standards and customer experience of a growing Nigerian retail brand.