Service Officer At Tiva Creative
full-time
Base Salary Performance Bonus N150,000 per month Linked to 500 orders per week and 50 HomeChef onboarding per month. Structure subject to final approval. Primary Metric Secondary Metric 500 completed orders per week in the assigned LZA 50 verified HomeChefs onboarded per month
What This Role Actually Is
The TSO is TheOtherWife\'s boots on the ground. They own their Local Zone Area completely: every chef in it, every customer in it, every order that moves through it, and every delivery that gets made within it. When a zone works well, it is because the TSO made it work. When it underperforms, the TSO is the first conversation. This is a relationship role disguised as an operations role. The most effective TSOs will be people who are known in their community, who people trust, and who can walk into a home kitchen and in ten minutes convince a talented cook that TheOtherWife is the platform that will change their financial life.
Key Responsibilities
HomeChef Recruitment and Onboarding (Target: 50 per month)
Identify home cooks in the LZA who are already cooking and selling informally, on WhatsApp, Instagram, or within their community.
Personally approach and pitch at least 60 HomeChef candidates per month to onboard 50 verified ones (accounting for drop-off).
Walk each new HomeChef through the TOW app on-site: account setup, profile completion, menu listing, and order flow walkthrough.
Ensure every HomeChef has a minimum of 3 active menu items before the account is marked active.
Coordinate with the verification team to complete food safety requirements for each new HomeChef within 5 working days of sign-up.
Maintain a live LZA HomeChef register: active, inactive, pending, and churned. Updated every Monday.
Order Volume and Customer Activation (Target: 500 orders per week)
Drive customer registrations in the LZA: minimum 200 new customer sign-ups per month.
Run localised awareness activities: market days, estate visits, office outreach, church and mosque announcements, community events.
Distribute TOW materials (flyers, QR codes, chef cards) at every high-traffic point in the LZA.
Follow up personally with customers who registered but have not placed their first order.
Monitor daily order count for the LZA and flag to operations if the weekly pace is behind target by Wednesday.
Delivery Monitoring and Logistics
Monitor every order in the LZA from confirmation through to delivery or pickup completion.
Ensure delivery SLA is met: meals arrive within the committed time window from order confirmation.
Build and maintain relationships with local riders, dispatch companies, or individual delivery personnel within the LZA.
For any area without current logistics coverage, identify a solution and escalate to operations within 48 hours.
Escalate any at-risk order (delayed, no rider, HomeChef unresponsive) within 15 minutes of identifying the issue.
Check that HomeChefs are using proper food packaging and flag hygiene or packaging issues immediately.
LZA Expansion and Network Growth
Map all streets, estates, office clusters, and residential areas in the LZA. Track which sub-areas have been activated and which have not.
Present a monthly activation plan for any unactivated sub-areas in the LZA to the operations team. Identify local ingredient suppliers, market traders, or farms who could supply TOW partner HomeChefs at better rates.
When LZA order volume consistently exceeds 750 per week, flag to operations that zone expansion and an additional TSO is required.
Reporting
Submit a weekly LZA report every Monday: active chef count, new sign-ups, weekly orders completed, delivery issues, customer complaints, and sub-area activation progress.
Attend the monthly TSO review call with the operations lead.
Flag any HomeChef with 3 or more consecutive order rejections, late deliveries, or poor ratings within 48 hours.
Share the weekly order log with the ARO team for reconciliation every Friday.
Key Performance Indicators KPI
Completed orders in LZA HomeChefs onboarded New customer registrations HomeChef retention rate Delivery SLA compliance Complaint resolution LZA coverage Target 500 per week (minimum) 50 verified and active per month 200+ per month 80%+ still active after 60 days 90%+ of orders delivered within agreed window Review Period Weekly Monthly Monthly Monthly Weekly Acknowledged within 2 hours, resolved within 24 All sub-areas visited at least once per month Weekly Monthly Pre-hire trial: Before being offered the confirmed role, every TSO candidate must bring in 20 registered customers and 10 active HomeChefs within a 14-day trial period in their LZA. This proves they know the territory and can execute independently. Only after passing the trial is the formal offer extended.
Who We Are Looking For
Lives in or very close to the assigned LZA. Local knowledge is not optional. It is the job itself.
Natural communicator and relationship builder. Comfortable approaching strangers, walking into kitchens, and having direct conversations.
Self-managing and structured. The role requires daily field activity with minimal supervision.
Some background in sales, field marketing, FMCG distribution, community development, or similar is an advantage.
Comfortable using a smartphone and the TOW app. Able to navigate basic reporting.
Genuinely cares about food and community. The best TSOs will be the ones who already believe in what TheOtherWife is building.
Minimum Requirements
Secondary school certificate minimum.
OND or degree is an advantage.
Active Android smartphone.
Active bank account in the candidate\'s name.
Able to commit to full-time field work within the assigned LZA.