About the Role
MeWe Electronics, a foremost Nigerian brand producing quality electronic and household appliances, is seeking a dynamic and results-driven Service Operation Manager to lead and optimize our after-sales service operations in Lagos. We pride ourselves on a strong culture of diversity, inclusivity, and making a positive societal impact.
In this leadership role, you will oversee our service network, drive operational excellence, elevate customer satisfaction, and champion continuous improvement across all after-sales functions in the fast-paced 3C and home appliance industry.
Key Responsibilities- Develop, expand, and manage the nationwide after-sales service network, authorized service centers, and collection points.
- Oversee daily service center operations to guarantee efficient, timely, and high-standard service delivery.
- Manage the customer contact center for prompt resolution of inquiries, complaints, and repair requests.
- Monitor and improve critical KPIs, including First-Time Fix Rate (FTFR), Turnaround Time (TAT), and CSAT scores.
- Coordinate after-sales logistics, spare parts distribution, inventory support, and service scheduling.
- Drive value-added service initiatives such as spare parts sales, trade-in programs, and refurbished products.
- Lead, mentor, and train high-performing service teams to achieve organizational targets.
- Collaborate cross-functionally with Sales, Supply Chain, Finance, and Technical departments.
- Bachelor Degree or HND in Business Administration, Engineering, Supply Chain, or related fields.
- Minimum of 5 years of experience in after-sales service or operations management, with at least 3 years in a leadership capacity.
- Mandatory working background in the 3C (Computer, Communication & Consumer Electronics) or Home Appliance industry.
- Demonstrated expertise in warranty management, service center networks, and spare parts inventory control.
- Proficiency in Microsoft Excel, ERP systems, and modern CRM platforms.
- Exceptional leadership, negotiation, problem-solving, and stakeholder management skills.
- Fluency in English; proficiency in additional Nigerian languages is an asset.
- Competitive salary package with performance-based incentives.
- Comprehensive health insurance coverage.
- Opportunities for professional growth within a rapidly expanding household brand.
- A collaborative, inclusive, and vibrant work environment.