Customer Experience Lead at Bet9ja

JOB DESCRIPTION

• The Customer Experience Lead is responsible for designing, managing, and optimizing the end-to-end customer journey across all Bet9ja touchpoints, including retail shops, digital platforms, and brand activations.
• This role ensures that every customer interaction with the brand is consistent, engaging, and commercially effective, translating marketing strategy into seamless on-ground and digital experiences that drive acquisition, retention, and loyalty.
• The role serves as the execution engine for customer experience within Marketing, bridging strategy, operations, and delivery across channels
• Customer Journey Design & Optimization
• Map and continuously improve the end-to-end customer journey across:
• Retail shops
• Online platforms (in collaboration with Digital/Product teams)
• Campaign and event environments
• Identify friction points and implement solutions to improve:
  • Acquisition
  • Engagement
  • Retention
• Establish and maintain CX standards and guidelines
• Campaign & Activation Experience Delivery
• Lead the execution of customer-facing campaigns across all channels:
• Retail activations
• Online-to-offline campaign integrations
• Product launches and promotions
• Ensure all campaigns deliver a seamless and unified customer experience
• Drive consistency between: What is advertised and What is experienced by the customer

Retail Experience Oversight

• Ensure retail shops deliver a consistent and engaging customer experience
• Oversee: In-shop branding and visibility, Customer engagement activities, Campaign execution at shop level
• Work closely with Retail Operations and Agents to maintain execution standards

Digital Experience Collaboration

• Partner with Digital/Product teams to ensure: Marketing campaigns translate effectively online, Customer journeys align across retail and digital platforms
• Provide customer insights to improve: App/website experience, Campaign landing journeys
• Support adoption of digital products

Vendor & Agency Management

• Manage experiential agencies, vendors, and partners delivering customer-facing initiatives
• Ensure delivery is: On time, On brand, Within budget
• Oversee briefing, execution, and performance evaluation
• Customer Engagement & VIP Experience
• Support the design and execution of VIP customer experiences across: Retail, Events, Exclusive engagements
• Identify opportunities to elevate high-value customer journeys
• Work with internal teams to enhance loyalty and retention initiatives
• Insights, Reporting & Continuous Improvement
• Track and analyse customer experience performance metrics: Engagement levels,
• Campaign participation, Footfall and activity trends
• Deliver post-campaign reports with actionable insights
• Use data to refine and improve future experiences

Cross-Functional Alignment

• Work closely with: Marketing (Brand, Digital, PR), Retail Operations, Customer
• Service, Finance & Procurement
• Ensure alignment between: Strategy, Approvals, Execution
• Maintain speed to market while ensuring process compliance

PREFERRED SKILLS AND QUALIFICATIONS

• Bachelor’s degree in: Marketing, Business Administration, Communications Or any related field from a recognised higher institution is mandatory
• Master’s degree (MBA or Marketing-related), an added desirable advantage
• Certifications in Customer Experience (e.g., CX, Service Design, Brand Experience) -

Desirable

• Preferred Industry Experience from Betting/Gaming industry, FMCG (especially activations & field marketing), Telecommunications, Entertainment & Events, Retail chains or multi-location businesses
• Strong experience, customer experience, experiential marketing, or retail marketing
• Data & Reporting exposure, comfortable tracking and reporting around Campaign performance, Customer engagement metrics
• Able to turn insights into actionable improvements
• Experience with: Briefing, Quality control, Delivery timelines
• Ability to think in terms of: “What does the customer feel, see, and experience?”
• Customer-Centric thinking-
• Experience at improving customer engagement, Brand experience, Campaign participation
• Working to tight timelines
• Comfortable being in/on the field, not just behind a desk
• Stakeholder management with ability to influence and persuade toward a result/outcome
• Data-driven decision making
• Attention to detail and quality control
• Strong execution and project management
• On-Ground Execution Experience- Managed campaigns, activations, or events
• Experience executing across: Multiple locations,
• Multi-Channel Experience- Exposure to both: Physical environments (retail, events, activations) and Digital/customer journey touchpoints
• Vendor & Agency Management- Proven ability to manage: Agencies, Fabricators,
• Production vendors
• Strong execution and project management
• Attention to detail and quality control
• Ability to thrive in fast-paced