About the Role
BBA Motors Limited is a prominent automobile dealership in Nigeria specializing in the import, distribution, and wholesale of brand-new Chinese vehicles, luxury electric mobility, and everyday commuter models. Operating as a subsidiary of China's Huasheng Automobiles, we recently launched an intelligent flagship showroom in Lagos, delivering Nigeria's first Zeekr 9X luxury electric SUV. We are currently seeking a dynamic and results-driven Business Conversion Team Lead to head our pre-sales-to-after-sales customer journey, driving customer acquisition, showroom visitation, deal closure, and long-term retention.
Key Responsibilities- Lead and manage a high-performing Business Conversion team of 4 specialists, overseeing staffing, scheduling, performance management, and ongoing professional development.
- Build, implement, and optimize robust customer service SOPs covering pre-sales engagement, order follow-up, after-sales support, complaint handling, and retention.
- Manage major customer complaints, disputes, escalations, and related operational risks end-to-end with professionalism and tact.
- Monitor and drive core KPIs including response times, resolution rates, CSAT, lead conversion rates, showroom visitations, and deal closures.
- Analyze customer and lead data to identify funnel bottlenecks, implementing actionable improvements to boost overall conversion and retention.
- Collaborate cross-functionally with Sales, Marketing, After-sales, and MCN teams to align lead flow, customer messaging, and seamless handoffs.
- Develop and deliver targeted training programs to improve team competence, service quality, and overall customer experience.
- Minimum of 5 years of customer service experience, including at least 3 years in a Business Conversion Manager, Supervisor, or equivalent team-lead role.
- Proven expertise in team building, SOP development, performance management, and autonomous department leadership.
- Strong working knowledge of pre-sales conversion, after-sales support, grievance handling, and customer retention strategies.
- Exceptional communication, leadership, problem-solving, and crisis management skills.
- Data-driven, highly organized, and capable of thriving in a fast-paced, high-pressure environment.
- College Diploma or higher, with proficiency in Microsoft Office, CRM software, and ticketing systems.
- Direct experience in automobile retail, aftermarket services, e-commerce, or live-streaming retail is a distinct advantage.
- Bilingual proficiency in Chinese and English will be considered a strong plus.
- Competitive salary package with performance-based incentives.
- Opportunity to pioneer cutting-edge electric vehicle retail and mobility trends in the West African market.
- Comprehensive career development and professional growth opportunities within a rapidly expanding global subsidiary.
- Dynamic, innovative, and collaborative working environment in the heart of Lagos.