Sales, Customer Experience & Operations Specialist

Business Development & Operations Lead

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: Business Development & Operations Lead Location: Ikoyi, Lagos Employment Type: Full-time Work Mode: Monday - Saturday Start Date: Immediate Role Overview The Business Development & Operations Lead will drive commercial growth, oversee sales channels, stockists, marketing, e-commerce, inventory and customer operations, while translating the Founder's direction into actionable plans and measurable results. The role will provide strategic and operational leadership, supervise the Sales, Customer Experience & Operations Specialist, and ensure effective execution and accountability across business operations. The ideal candidate is commercially driven, highly organised and hands-on, with strong relationship-building, business development, operational management and team leadership skills, and the ability to deliver measurable results while maintaining effective controls. Key Responsibilties Business Development & Revenue Growth: Develop and deliver practical business development plans aligned with the company's growth priorities and revenue targets. Build and manage a qualified pipeline across stockists, wholesale accounts, corporate gifting, hospitality, strategic partnerships and other approved opportunities. Prepare commercial proposals, presentations and partnership terms for approval, and lead follow-up through to closure and onboarding. Identify new markets, customer segments and channel opportunities using sales performance, customer insight and market intelligence. Set channel and account targets, monitor performance and take corrective action where results fall below plan. Stockist Network Development & Performance: Lead the identification, assessment, appointment and onboarding of suitable stockists in Lagos, Abuja, Kano and other approved markets. Define stockist objectives, service expectations, reporting requirements and proposed commercial terms for approval by the Founder. Manage stockist relationships, sales performance, replenishment priorities, payment obligations and compliance with the company's brand and pricing standards. Review stockist sales and inventory reports prepared by the Specialist and resolve performance, stock, settlement or compliance issues. Recommend the expansion, restructuring or discontinuation of stockist relationships based on agreed performance criteria. Commercial, Pricing & Channel Governance: Own the company's pricing framework across the website, direct sales, stockists, wholesale accounts and approved promotional channels. Recommend retail prices, channel margins, discounts and promotional mechanics using product cost, target margin, channel economics and market positioning. Obtain required approval before implementing price, discount or promotion changes; the Founder retains final pricing authority unless formally delegated. Ensure approved prices and product information are communicated and implemented consistently across all channels. Review margins, discounting and channel profitability, and address unauthorised pricing or commercial leakage promptly. Marketing & Social Media Oversight: Own the marketing and social media plan, including campaign priorities, content calendar, launches, promotions and channel objectives. Translate the brand's direction into clear briefs for photographers, designers, content creators, influencers, agencies and other approved partners. Review content for brand consistency, product accuracy and commercial relevance before publication through the agreed approval process. Track reach, engagement, enquiries, conversion and campaign performance, using results to improve future activity. Direct the Specialist on approved offers and customer-response information; the Specialist remains responsible for social enquiries, social selling and routine customer engagement. Coordinate external creative support where required; the role is not expected to personally produce every photograph, video or design asset. Plan and manage pop-ups, private shopping experiences and brand activations, including venue coordination, stock allocation, staffing, sales targets, customer-data capture and post-event reporting. Inventory Planning & Control: Set inventory-control standards and review consolidated stock positions across the central location, stockists and goods in transit. Use sales trends, campaign plans and lead times to forecast demand and recommend replenishment or purchase quantities. Approve stock allocation and redistribution within delegated authority, balancing availability, sales velocity and channel demand. Review stock counts and reconciliations completed by the Specialist, investigate material variances and ensure corrective actions are documented. Monitor stock ageing, low-stock risk, stock-outs, damages, returns and slow-moving inventory, and recommend appropriate action. E-commerce & Website Management: Own the commercial accuracy and effectiveness of the company's website, including product listings, pricing, availability, launches, promotions and merchandising priorities. Learn and use the company's website management system to upload and update products, pricing, stock availability, promotions and other approved content; support order-related website administration; and ensure all routine updates are accurate and timely. The Specialist or an authorised technical resource may support execution as directed. Review website performance, customer journeys and conversion data, and recommend improvements to content, navigation, merchandising and checkout experience. Coordinate with the developer or other technical partners on functionality, integrations, defects and updates that require specialist support. Ensure website content remains consistent with approved product, pricing, inventory and campaign information across other sales channels. Customer Experience & Team Leadership: Manage, coach and set priorities for the Sales, Customer Experience & Operations Specialist, with clear targets, routines and accountability. Establish and improve procedures for enquiries, orders, payment confirmation, dispatch, returns, complaints, stock handling and reporting. Monitor customer response time, service quality, fulfilment performance and repeat-purchase activity, intervening when standards are not met. Handle escalated or high-value customer issues while enabling the Specialist to resolve routine matters within agreed guidelines. Build a disciplined, customer-focused operating culture as the team and channel network expand. Reporting, Controls & Continuous Improvement: Prepare concise weekly and monthly management reports covering sales, pipeline, stockists, inventory, margins, website, marketing and customer operations. Review the Specialist's daily and weekly reports for accuracy, completeness and required follow-up. Monitor stockist settlements, approved credit arrangements, outstanding payments and commercial commitments, escalating financial risk promptly. Maintain clear approval, documentation and audit trails for pricing, discounts, stock transfers, returns, write-offs and promotions. Identify operational bottlenecks and implement practical improvements that support profitable growth and a stronger customer experience. Key Requirements and Qualifications HND, Bachelor's Degree or equivalent qualification in Business, Marketing, Management, Retail, Communications or a related field. 5 - 7 years' relevant experience across business development, sales, e-commerce, retail operations, marketing or channel management. At least two years' experience supervising people, partners or commercial accounts, with evidence of setting targets and improving performance. Demonstrated success in winning new business, developing sales channels or managing distributors, stockists, wholesale accounts or partnerships. Strong commercial judgement, including pricing, margin analysis, forecasting, negotiation and performance reporting. Working knowledge of inventory control, order fulfilment, stock reconciliation and multi-location stock management. Practical experience overseeing social media, digital campaigns, content calendars, external creative resources and e-commerce platforms. Excellent communication, stakeholder management, organisation and follow-through, with the ability to lead hands-on in an early-stage business. Benefits Salary - N650,000 Netmonthly Performance-based incentives linked to agreed commercial and operational targets. The opportunity to shape the commercial systems and growth path of an emerging premium Nigerian brand, with meaningful responsibility, direct access to leadership and a collaborative working environment.