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Job Summary
The Country Manager will manage operations, develop business and increase profitability for the company in Nigeria.

Responsibilities

·         Manage all operations within the country.
·         Take responsibility for profit, revenue, cash and quality targets.
·         Take responsibilities for many areas of the business such as moving services, global mobility and records management.
·         Prepare annual budgets and produce a detailed annual business operating plan as well as monthly, quarterly or annual targets for revenue, profits and cash.
·         Produce business performance reports, which could be on a monthly or quarterly basis.
·         Recruit and manage staff, including performance monitoring, and possibly mentoring and training.
·         Deliver the highest standards of customer service.

Experience/Qualifications

·         Degree level or equivalent, preferably with some financial qualifications or training – a solid understanding of budgeting and financial planning is essential as this role involves agreeing annual budgets as well as producing financial reports.
·         General management experience is essential for working in this job
·         Knowledge and experience of the E-Commerce
·         Must be familiar with computer software programs eg Word, Excel etc.
.         Good Financial Knowledge

Qualification and Experience:

Expectations/Skills       

·         Business Development skills
·         Excellent networking skills.
·         Excellent interpersonal skills at all levels, including people-management, leadership and both written and verbal communication skills.
.         High level of attention to detail
.         Exceptional communication and writing skills
.         Ability to thrive in a fast-paced, deadline-oriented environment

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Responsibilities:

• Develop and implement customer service policies and procedures
• Define and communicate customer service standards
• Review and assess customer service contracts
• Oversee the achievement and maintenance of agreed customer service levels and standards
• Direct the daily operations of the customer service team
• Plan, prioritize and delegate work tasks to ensure proper functioning of the department
• Ensure the necessary resources and tools are available for quality customer service delivery
• Review customer complaints
• Track customer complaint resolution
• Handle complex and escalated customer service issues
• Monitor accuracy of reporting and data base information
• Analyze relevant data to determine customer service outputs
• Identify and implement strategies to improve quality of service, productivity and profitability
• Liaise with company management to support and implement growth strategies
• Co-ordinate and manage customer service projects and initiatives
• Ensure budget requirements are met
• Evaluate and performance manage staff
• Identify and address staff training and coaching needs

Qualification and Experience:

• Relevant Bachelor's Degree
• Customer Service Experience
• Supervisory Experience
• In-depth knowledge of customer service principles and practices
• Proficiency in CRM systems
• Proficiency in MS Office applications
• Product knowledge
• Call Centre Experience

Expectations/Skills
·         Interest and enjoyment in working with people
·         Polite and tactful personality
·         Numerical Skills
·         Ability to plan
·         Patient
·         Able to work calmly under pressure
·         IT skills

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Job Purpose 

The individual will develop strategic and operating plans to insure that the company has the appropriate resources to support current forecasted business and projected growth; to communicate resource plans to gain consensus from Sales, Supply Chain, and Manufacturing that respond to current and expanding markets; and to develop Manufacturing/Distribution models to determine and validate business strategies

Qualification and Experience:

·         Undergraduate degree in Business or related Supply Chain program.
·         APICS certified master production scheduler.
·         Experience: 10-15 years progressive experience in a combination of planning, logistics, production scheduling and/or inventory control. 5-10 years of direct management experience in a technical or analytical environment.

 Key Skills/ Competencies

·         Strong customer focus
·         Superb inter-personal skill
·         Thrives on order → movement to closure on issues
·         Strong information systems skills
·         High level understanding of forecasting
·         Tactical focus (what needs to be done now to achieve the strategic goal)
·         Strategic focus (what’s good for business in the long run)
·         Change maker
·         Flexible
·         Leadership through influence and effective conflict resolution
·         High tolerance for ambiguity
·         Strong financial experience and “sense”
·         Highest level problem solver - High level at facilitated problem solving
·         Strong communication skills (from the front line to the Boardroom).