We are seeking an experienced Business Conversion Team Lead to head our Business Conversion team, own the full pre-sales-to-after-sales customer journey, and drive customer acquisition, conversion, showroom visitation, deal closure, customer satisfaction, and long-term retention.
This is a team leadership role reporting directly to the Multi-Channel Network (MCN) Manager, with responsibility for the Business Conversion team's performance, structure, customer service standards, and standard operating procedures.
- Lead and manage the Business Conversion team of 4 2 Business Conversion Specialists (lead generation) and 2 Customer Acquisition Specialists (outreach and showroom conversion) including staffing, scheduling, performance management, and team development.
- Build and optimize customer service SOPs covering pre-sales engagement, order follow-up, after-sales support, complaint handling, and customer retention.
- Manage major customer complaints, disputes, escalations, and customer-related risks end-to-end.
- Monitor and drive core KPIs, including response time, resolution rate, customer satisfaction, lead conversion, showroom visitation, deal closure, and retention.
- Analyze customer and lead data, identify service gaps across the funnel, and implement improvements to conversion and retention.
- Collaborate closely with Sales, Marketing, After-sales, and MCN teams to align on lead flow, customer engagement, messaging, and handoffs.
- Develop and deliver training to improve team competence, service quality, customer experience, and staff retention.
- Report directly to the MCN Manager on team performance, KPI delivery, and department-level issues or risks.
- 5+ years of customer service experience, including 3+ years as a Business Conversion Manager/Supervisor or equivalent team-lead role.
- Proven experience in team building, SOP development, performance management, and independently managing a team.
- Strong knowledge of pre-sales conversion, after-sales support, complaint handling, customer experience, and customer retention.
- Excellent communication, leadership, coordination, problem-solving, and crisis management skills.
- Data-driven, result-oriented, responsible, and able to work under pressure.
- College Diploma or above; proficient in Microsoft Office, CRM, and customer service/ticketing systems.
- Experience in automobile retail/aftermarket, e-commerce, or live-streaming e-commerce.
- Experience with the Nigerian/African market and local customer behavior.
- Proven results in improving repurchase, referrals, customer satisfaction, and customer retention.
- Chinese and English proficiency is an advantage.