Sales, Customer Experience & Operations Specialist at a Fragrance & Lifestyle Brand – Ikoyi

A contemporary fragrance and lifestyle brand is recruiting a full-time Sales, Customer Experience & Operations Specialist in Ikoyi, Lagos. Working Monday to Saturday, the specialist will manage customer enquiries, sales conversion, order fulfilment, inventory, stockist records and digital customer engagement.

Sales and customer experience

• Respond to enquiries received through WhatsApp, Instagram and other approved channels.
• Recommend suitable products, convert enquiries into purchases and follow up on sales opportunities.
• Identify appropriate upselling, cross-selling and repeat-purchase opportunities.
• Provide accurate product, price, availability, payment and delivery information.
• Manage the customer journey from first contact through delivery and after-sales support.
• Handle complaints, exchanges, returns and customer feedback professionally.
• Track individual sales performance against targets set by the Business Development & Operations Lead.

Orders, dispatch and inventory

• Verify payments, product availability and order details before fulfilment.
• Coordinate picking, packing, checking and dispatch from the operations office.
• Liaise with approved delivery partners and monitor shipments through completion.
• Keep customers informed of delivery problems and escalate exceptions.
• Maintain central inventory and record sales, stock transfers, returns, damage and adjustments.
• Conduct stock checks and scheduled counts; reconcile balances and flag discrepancies.
• Report low stock, fast- and slow-moving products and other inventory issues.

Stockist and product administration

• Communicate with approved stockists in Lagos, Abuja, Kano and other authorised areas under management guidance.
• Keep stockist records of allocations, sales, returns, transfers and balances.
• Obtain regular stock updates and report reconciliation differences.
• Share only approved pricing, promotional and product information with stockists.
• Execute authorised replenishment, stock transfers and related actions.
• Maintain an accurate master list of product details and approved prices.
• Update product information and availability across customer channels and the website as instructed.
• Flag inconsistent prices or listings and avoid unauthorised discounts or changes to commercial terms.

Digital engagement and reporting

• Use digital customer interactions to support sales while preserving the brand’s standards.
• Identify recurring customer questions, product requests and emerging patterns.
• Support pop-ups, private-shopping sessions and brand activations with transactions, stock and follow-up reports.
• Report enquiries, orders, revenue, units sold and repeat customer activity.
• Prepare updates on stockist inventory, outstanding orders, returns, delivery issues and customer insights.

Requirements

• OND, HND, bachelor’s degree or equivalent qualification.
• Two to four years’ relevant experience in retail sales, customer service, e-commerce or operations.
• Evidence of meeting sales or other commercial performance objectives.
• Confident communication, numeracy, organisation and strong attention to detail.
• Experience with POS systems, order or inventory applications and digital commerce.
• Competence with Excel, Google Sheets or equivalent spreadsheet software.
• Professional use of WhatsApp, Instagram and other customer channels.
• Ability to work independently and take responsibility in a growing business.
• E-commerce, inventory reconciliation, stockist coordination, Shopify and premium consumer-brand experience are advantages.

Salary and benefits

₦300,000 monthly, with performance-based bonuses and/or sales incentives. The role offers experience helping an early-stage brand develop its customer service, retail systems and operational standards.