Business Conversion Team Lead at BBA Motors Limited

About the Role

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.

Key Responsibilities

• 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.

Requirements

• 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.

Extra Advantage

• 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.