Job Openings at Foteino Talento

• We are seeking an experienced and dedicated Head, HR & Admin to join our client, a prestigious laundry and dry-cleaning services provider located in Lekki, Lagos, Nigeria. This well-established organisation has built a reputation for delivering exemplary care and attention to detail for all types of garments.
• With over 9 strategically located facilities across Lagos, the company provides a comprehensive range of services tailored to meet diverse customer needs, from everyday essentials to specialised care for formal and special occasion attire.
• The ideal candidate would be responsible for balancing direct oversight of HR efforts and Administration with long-term strategic direction and implementation of policies and processes to enhance business performance and profitability. The individual will primarily act as a consultant for company executive management on all issues related to human resources.
• The Head, HR & Admin. will serve as a liaison between Executive management, HR departments, and employees to develop, enact, and monitor human resources initiatives and programs across business lines. He/she will be a proactive communicator and change agent, someone who can successfully balance employee needs with business objectives to create integrated solutions.

Human Resources:

• Lead the HR function, including recruitment, talent management, performance management, compensation & benefits, employee relations, and compliance with labor laws and regulations.
• Develop and implement HR strategies and initiatives aligned with the overall business strategy.
• Manage the end-to-end recruitment process, from sourcing to onboarding, ensuring the company attracts and retains top talent.
• Design and implement employee development and retention programs to enhance employee engagement and growth.
• Oversee the performance appraisal system to assess employee performance and provide constructive feedback.
• Manage employee relations issues and foster a positive working environment through conflict resolution, training, and initiatives that promote diversity and inclusion.
• Lead compensation and benefits strategy, ensuring competitiveness and internal equity.
• Develop and manage HR policies, ensuring compliance with legal regulations and industry best practices.
• Ensure compliance with labor laws, employee safety, and reporting requirements.

Administration:

• Oversee the administration of office functions, facilities management, and corporate services to ensure operational efficiency.
• Develop and implement policies and procedures for administrative tasks, including office supplies, travel management, and employee benefits administration.
• Manage office budgets, cost controls, and resource allocation.
• Develop and manage relationships with external vendors and service providers (e.g., facility management, IT support, office supplies).
• Ensure the smooth functioning of IT infrastructure and office resources.
• Collaborate with other departments to enhance operational performance and streamline administrative processes.

Leadership & Strategy:

• Act as a trusted advisor to senior leadership on all HR and administrative matters.
• Lead and mentor the HR and admin team, providing guidance, support, and professional development.
• Build a high-performance team through effective leadership, talent development, and coaching.
• Develop and implement HR metrics and analytics to track and measure the effectiveness of HR initiatives.
• Lead and drive organizational change initiatives, ensuring smooth transitions during periods of growth or restructuring.
• Represent the organization in employee-related matters, ensuring a fair and consistent approach to decision-making.

Compliance & Risk Management:

• Ensure compliance with all local, state, and federal labor laws, including regulations on wages, working hours, and employee benefits.
• Implement risk management strategies related to employee safety, confidentiality, and data security.
• Develop and maintain proper documentation and records for HR and administrative functions.
• Manage the internal and external audits for HR and administrative functions.
• Develop and Implement Human Resources Initiatives
• Consult with Executives and Managers
• Compliance and Risk Management
• Administration
• Leadership & Strategy
• Perform day to day HR Functions
• Strong leadership skills with a collaborative, inclusive management style.
• High emotional intelligence, with the ability to manage sensitive and confidential information.
• Proactive, strategic thinker with a hands-on approach to execution.
• Ability to handle complex situations with diplomacy, discretion, and professionalism.
• Results-driven with a focus on continuous improvement. Current, in-depth knowledge of legal requirements related to human resources and employee management, including workers’ compensation, union relations is required.
• Excellent communication and interpersonal skills.
• The ideal candidate should be personable.
• Challenge and support executive management.
• Should be bold, proactive and flexible.
• NSITF Regulations and Compliance.
• ITF Regulations and compliance.
• Industry Relations Knowledge.
• Labor Laws.
• HRIS applications and use of Microsoft.

Requirements

• Bachelor’s degree in HRM, Business Administration, communications, or related field
• M.Sc./MBA HR or related discipline is an added advantage.
• Experience in a fast-paced work environment.
• Certification in HR (e.g., SHRM-SCP, HRCI, CIPD).
• Knowledge of IT systems, project management, and administrative functions.
• Minimum 10 years’ relevant work experience, 5 years human resource management practice of which 3-5years in FMCG.
• Proficiency in HRIS software, MS Office Suite, and other relevant tools.

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• We are seeking an experienced and dedicated Head, Customer Relations to join our client, a prestigious laundry and dry-cleaning services provider located in Lekki, Lagos, Nigeria. This well-established organization has built a reputation for delivering exemplary care and attention to detail for all types of garments.
• With over 9 strategically located facilities across Lagos, the company provides a comprehensive range of services tailored to meet diverse customer needs, from everyday essentials to specialized care for formal and special occasion attire.
• The ideal candidate would act as a key strategic and operational leader, responsible for the development, continuous improvement, and delivery of customer relations. The strategic development of operational requirements, processes, and technology, to deliver key service outcomes for customers in either a B2B or B2C environment.
• The Head of Customer Services role has significant levels of responsibility and accountability for operational delivery. The HCR is responsible for identifying and developing all culture, process, performance improvements, and efficiencies for the customer experience and for leading/developing a team, that typically delivers customer interactions across multiple channels (Front and Back office).

Provide Strategic Leadership and Direction:

• Develop and execute the long-term strategic vision for the Customer Relations department, aligning it with the overall company goals and business objectives.
• Lead the team in achieving key customer experience goals and ensure alignment with the company’s mission and values.
• Identify emerging trends, opportunities, and challenges within the customer relations landscape, and formulate strategies to address them.
• Foster a strategic mindset across the department to anticipate customer needs and improve service delivery

Drive Company Brand, Culture, and Uphold Standards in Customer Relations:

• Lead and embed the company’s brand values and culture into the customer relations team to ensure alignment with organizational goals.
• Establish and maintain high standards for customer service interactions across all touchpoints.
• Act as a brand ambassador to promote the company’s reputation and ensure all customer-facing employees reflect the company’s core values.

Oversee Daily Operations of the Department for Process Efficiency and Effectiveness:

• Manage and optimize the daily workflow of the Customer Relations department to ensure smooth and effective operations.
• Monitor and analyze key performance indicators (KPIs), such as customer satisfaction, issue resolution times, and service quality, ensuring the team meets or exceeds goals.
• Implement process improvements and streamline operations to enhance efficiency and effectiveness in customer service delivery.

Drive Excellent Customer Experience:

• Champion initiatives that elevate the customer experience, ensuring a consistent and high-quality service offering.
• Proactively address and resolve customer complaints, concerns, and escalations in a professional and timely manner.
• Work closely with customers to understand their needs, ensuring the company delivers a personalized and seamless experience.
• Foster strong relationships with key customers, ensuring high levels of satisfaction and loyalty.

Manage Employee Life Cycle (From Selection to Exit) in Accordance with Company Policy:

• Lead the recruitment, selection, and onboarding process for the customer relations team, ensuring alignment with company needs and culture.
• Oversee performance management processes, including coaching, development, and conducting performance reviews.
• Ensure adherence to company policies in handling disciplinary actions, promotions, and exits.
• Promote a positive, inclusive, and performance-driven work culture that engages and motivates employees.

Technology Innovation:

• Spearheaded the adoption of new technologies and tools that improve customer service and streamline operational processes.
• Explore and implement customer relationship management (CRM) systems, automation tools, and digital platforms to enhance service delivery.
• Stay ahead of industry trends and evaluate emerging technologies to maintain a competitive edge and optimize the customer experience.

Driving Market Growth:

• Collaborate with the marketing and sales teams to identify opportunities for customer acquisition, market expansion, and service diversification.
• Analyze customer feedback and market trends to inform strategies for growth and customer retention.
• Cultivate and maintain relationships with key stakeholders, partners, and clients to support long-term business success and market expansion.

Monthly Report to Management:

• Prepare and present detailed monthly reports to the management team, providing insights on customer service performance, trends, and feedback.
• Include key metrics such as customer satisfaction scores, resolution times, service quality assessments, and employee performance data.
• Highlight significant achievements, challenges, and opportunities for improvement in the customer relations department.
• Provide actionable recommendations for improving customer experience, operational efficiency, and overall business growth
• Extensive experience in managing operational customer service teams in luxury business.
• Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
• Proven management and/or relationship management experience in a senior, strategic-level role.
• Established track record of exceeding targets, and KPIs SLA’s, in a quality-led, legislative-compliant environment
• Able to interpret MI/BI develop strategy and make recommendations.
• Demonstrate ability to motivate and communicate with others at all levels
• Influential relationship skills at all levels. Able to use these relationships to deliver service improvements
• Excellent communication and negotiation skills.
• Able to adapt and succeed in a changing environment
• Evidence of well-developed leadership skills.
• Strong analytical and problem-solving skills.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• The ideal candidate should be personable.
• Challenge and support executive management.
• Should be bold, proactive, and flexible.

Requirements

• Bachelor’s degree in Social Science, communications, or a related field
• MBA/M.Sc. in a related discipline is an added advantage.
• Minimum 10 years relevant work experience, 5 years of management practice of which 3-5 years in FMCG and experience in a consulting firm.
• Professional development and training are an added advantage.
• Proficiency in any customer relationship management software and project management tools such as Zoho CRM, salesforce, and Asana.

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The ideal candidate would be a key strategic and operational leader, responsible for the development, continuous improvement and delivery of customer service and the strategic development of operational requirements, process and technology, to deliver key service outcomes for customers in either a retail environment.

This position plays a critical role in supporting the Head of Customer Relations in delivering exceptional customer experiences and upholding the company's brand standards. The Assistant Head of Customer Relations will oversee the daily operations of the department, ensure operational efficiency, contribute to employee lifecycle management, drive innovation, and support business growth.

• Support Company Brand, Culture, and Uphold Standards in Customer Relations.
• Assist in Overseeing Daily Operations for Process Efficiency and Effectiveness.
• Support Delivery of Excellent Customer Experience.
• Assist with Employee Life Cycle (From Selection to Exit) in Accordance with Company Policy
• Contribute to Technology Innovation
• Support Market Growth Initiatives
• Assist in Monthly Report Preparation for Management.

Provide Strategic Leadership direction:

• Assist the Head of Customer Relations in developing and executing the strategic vision for the Customer Relations department, ensuring alignment with overall business objectives.
• Collaborate on identifying emerging trends, customer needs, and opportunities for service improvement.
• Contribute to the long-term strategy for improving customer satisfaction, retention, and growth.
• Support in setting departmental goals and help drive performance to achieve companywide objectives.

Assist in Overseeing Daily Operations for Process Efficiency and Effectiveness:

• Help manage the daily activities of the Customer Relations department, ensuring that processes are running smoothly and efficiently.
• Monitor operational performance, tracking key metrics such as customer satisfaction, response times, and resolution rates.
• Contribute to identifying areas for operational improvements and implementing solutions to optimize workflows and enhance team effectiveness.

Support Delivery of Excellent Customer Experience:

• Assist in managing customer interactions to ensure prompt, effective, and courteous responses to inquiries, complaints, and feedback.
• Work with the team to resolve escalated issues and ensure customer satisfaction is maintained.
• Support the creation of initiatives that improve the overall customer experience and help retain loyal customers.

Assist with Employee Life Cycle (From Selection to Exit) in Accordance with Company Policy:

• Support the recruitment, onboarding, and training of new customer relations team members.
• Assist in monitoring performance and conducting regular evaluations, ensuring employees adhere to company standards.
• Help in managing employee discipline, ensuring compliance with company policies and handling performance issues when necessary.
• Collaborate with the HR team to develop employee engagement and retention strategies.

Contribute to Technology Innovation:

• Support the implementation and optimization of customer relationship management (CRM) systems and other technological tools to enhance customer service.
• Assist in identifying and integrating new technologies to streamline customer relations processes and improve service delivery.
• Stay informed about emerging technologies and trends, ensuring the department remains efficient and innovative.

Support Market Growth Initiatives:

• Collaborate with the marketing and sales teams to identify new opportunities for customer acquisition and service offerings.
• Help analyze customer feedback and market trends to inform growth strategies and improve service delivery.
• Assist in developing and maintaining relationships with key customers and partners to support business expansion.

Assist in Monthly Report Preparation for Management:

• Contribute to the preparation of detailed monthly reports for the management team, covering key performance metrics, customer service trends, and departmental Achievements.
• Track progress on customer service goals, highlight successes, and identify areas requiring attention or improvement.
• Provide insights and recommendations to the management team based on data from customer interactions and operational performance.
• Extensive experience in managing retail customer service teams
• Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
• Proven Management and/or relationship management experience at a mid, strategic level role.
• Established track record of exceeding targets, KPI’s SLA’s, in a quality led, legislative compliant environment
• Able to interpret Marketing/Business Intelligence and develop strategy and make recommendations.
• Demonstrate ability to motivate staff at all levels
• Influential relationships skills at all levels. Able to use these relationships to deliver service improvements
• Excellent negotiation skills.
• Able to adapt and succeed in a changing environment
• Evidence of well-developed leadership skills.
• Excellent verbal & written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Strong analytical and problem-solving skills.
• Strong supervisory and leadership skills.
• The ideal candidate should be personable.
• Should be bold, proactive and flexible.
• Strong leadership skills with a collaborative, inclusive management style.
• High emotional intelligence, with the ability to manage sensitive and confidential information.
• Proactive, strategic thinker with a hands-on approach to execution.
• Ability to handle complex situations with diplomacy, discretion, and professionalism.
• Results-driven with a focus on continuous improvement. Current, in-depth knowledge of legal requirements related to human resources and employee management, including workers’ compensation, union relations is required.
• Excellent communication and interpersonal skills.
• The ideal candidate should be personable.
• Challenge and support executive management.
• Should be bold, proactive and flexible.
• Reporting
• Service Industry Knowledge
• CRM or related software
• Proficiency with Microsoft Office Suite.
• Bachelor’s degree Social Science, communications, or related field
• MBA/M.Sc. in related discipline is an added advantage.
• Minimum 7 years’ relevant work experience, 5 years management practice of which 3-5 years in FMCG/Retail.
• Professional development and training are an added advantage.

go to method of application »

The ideal candidate would have overall responsibility for the strategic planning, implementation, managing and running of all the finance activities of the company, including business planning, budgeting, forecasting, risk and governance as well as negotiations

• Take responsibility (either directly or via staff) for all cash management, investments, insurance, budgeting, and financial reporting, and help drive the company’s financial strategy and hiring needs.
• Coordinate development of annual operating, capital, and program budgets, as well as reporting for the same.
• Ensure cash flow is compatible with operations by overseeing day-to-day accounting, recording, reporting, and internal-control activities of the organization.
• Develop and implement best practices and tools to ensure a well-controlled yet flexible organization that has strong fiscal management, project coordination, cross-team communications, and workflows.
• Comply with national and local financial requirements by studying existing and new legislation and taking appropriate action.
• Providing leadership, direction and management of the finance and accounting team.
• Providing strategic recommendations to the Founder / CEO and members of the executive management team and Governing Council.
• Managing the processes for financial forecasting and budgets, and overseeing the preparation of all financial reporting.
• Advising on long-term business and financial planning .
• Provide commercial insight and leadership across the business in order to exceed business plan targets.
• Responsible for ensuring the risk and compliance management framework is embedded and operational for the Group.
• Establishing and developing relations with senior management and external partners and stakeholders.
• Reviewing all formal finance, HR and IT related procedures.
• Expertise in financial management, including cash flow, financial planning, and financial decision-making
• Proficiency in strategic planning and the ability to align financial initiatives with business goals
• Ability to lead and manage the finance department and collaborate with senior managers and the Board of Directors
• Accounting
• Project funds sourcing
• Budgeting, planning, monitoring and management.
• Funds Management
• SAP ERP Finance Module savvy
• Assets & Liabilities Management
• Taxation
• Creativity & Innovation
• Team management.
• Relationship Management
• Integrity
• Career Management
• Certified Public Accountant (CPA) qualification or relevant certification
• Experience in managing receivables, payables, and liabilities
• MS office proficiency; MS Word/ PowerPoint/ Excel
• Excellent verbal & Written Communication
• Strong analytical, organizational and negotiation skills
• Knowledge of capital structure and the ability to optimize financial resources Strong understanding of Generally Accepted Accounting Principles (GAAP) and ensuring compliance
• Excellent communication skills for effective collaboration with C-suite executives, including the Founder, Chief Executive Officer (CEO), Chief Production Officer (CPO) and Chief Operating Officer (COO)
• Proficiency in financial software and management tools
• Knowledge of finance functions and their integration into overall business operations
• Familiarity with the role of a Chief Financial Officer (CFO) and the responsibilities associated with the job title
• Strong analytical skills to assess financial risks and opportunities

Rewquirements

• A degree (or equivalent experience) in accounting, business accounting,finance or related fields.
• Minimum 10 years’ relevant work experience, 7 years management practice of which 3-5 years in FMCG/Retail. Relevant historical roles include but not limited to Director of Finance, Credit Controller, Corporate Development
• Professional development and training are added advantage (ACA), Msc. or equivalent
• SAP ERP Savvy is an added advantage.
• Knowledge of accounting standards
• Must be able to maintain strict confidentiality of business and office matters
• IFRS knowledge is essential
• Experience in developing accounting systems, processes, policies and procedures are essential
• Experience in the FMCG/RETAIL industries.