Sales, Customer Experience & Operations Specialist

We are a contemporary fragrance and lifestyle brand bringing together premium personal fragrance, home scenting, body and bath products, and the rituals of welcome that define the brand. As an early-stage business, the company is building a scalable e-commerce, fulfilment and stockist model designed to serve customers across Nigeria while maintaining a consistent premium experience. We are recruiting to fill the position below:

Job Title: Sales, Customer Experience & Operations Specialist

Location: Ikoyi, Lagos

Employment Type: Full-time

Work Mode: Monday - Saturday Start Date: Immediate 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. Requirementsand