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