Customer Service Manager – Retail & Fashion

About the role

The Customer Service Manager will lead the customer service function for a fast‑moving retail and fashion business in Lagos. You will be responsible for ensuring high‑quality service, timely order processing and effective resolution of customer issues.

Key responsibilities

• Coordinate with Operations to ensure garments are processed, quality‑checked and ready within agreed turnaround times.
• Monitor pending, delayed and priority orders, proactively following up with relevant teams.
• Manage escalated customer complaints and ensure timely resolution.
• Develop and enforce customer service standards, SOPs and service protocols.
• Lead, train and supervise frontline customer service teams.
• Track customer satisfaction, complaints, turnaround times, retention and overall service quality.
• Maintain accurate customer records and follow‑ups using CleanCloud CRM and other systems.
• Collaborate with Operations, Logistics, Quality Control and Branch teams to improve the customer journey.
• Provide regular reports and actionable management insights.

Required profile

• 4–6 years of experience in Customer Experience, Customer Service, Service Operations, Retail or a related field.
• Minimum of 2 years in a managerial or supervisory role.
• Strong leadership, communication and problem‑solving abilities.
• Proven ability to work across multiple departments and drive customer satisfaction and retention.

Required skills

• CleanCloud CRM