Babatunde Awe
Lagos
Summary
Senior Customer Experience and Operations Leader with 10+ years of experience driving B2B and B2C growth through strategic operational improvements. Proven ability to build and lead high-performing teams, optimize customer journeys, and implement scalable technology solutions that directly reduce churn and increase satisfaction. Expert in aligning customer-centric initiatives with business objectives to deliver measurable financial results.
Overview
13
13
years of professional experience
Work History
Head of Customer Journey, Consultant
Biba Marketplace
Lagos
06.2025 - Current
- Leading the strategic planning and initial setup of the customer journey, systems, and teams for Biba Marketplace, connecting local fashion vendors with international suppliers in China and Turkey.
- Designing the foundational framework for a customer relations team focused on comprehensive vendor support, and a Vendor Success team responsible for the full vendor lifecycle, from onboarding to retention and growth.
- Developing key processes and identifying technology tools to scale vendor engagement, satisfaction, and revenue generation from the ground up.
- Collaborating with stakeholders to define and establish clear objectives and KPIs for future customer relations, and vendor success operations.
Director Of Customer Experience, Nigeria
Shuttlers
Lagos
06.2024 - 06.2025
- Drove customer loyalty and revenue retention by implementing tailored satisfaction surveys and follow-up processes, leveraging actionable insights to reduce churn.
- Increased client satisfaction scores and secured renewals of high-value corporate accounts by restructuring and empowering the B2B client relationship management team.
- Generated increased upsell rates and cross-selling opportunities by establishing a robust telemarketing process aligned with the customer success strategy.
- Directed the end-to-end integration of HubSpot's Service, Marketing, and Sales Hubs, consolidating processes to improve customer relationship management, and increase operational efficiency.
- Developed comprehensive customer journey maps to identify and resolve critical pain points, enhancing the customer experience for business, daily, and rental products.
- Collaborated with marketing teams to align messaging with customer expectations.
- Facilitated workshops to foster a customer-centric culture within the organization.
Head of Customer Experience
Shuttlers Metropolitan Mobility Company
Lagos
04.2022 - 05.2024
- Minimized customer churn by initiating the formation of an engagement and retention team, and implementing a customer loyalty program, which directly strengthened brand loyalty and revenue.
- Optimized CRM workflows and process automation, resulting in a 20% reduction in customer query volume, and significant gains in operational efficiency.
- Designed and implemented a no-code chatbot to enhance live chat support, improving response times, and freeing up agent capacity.
- Orchestrated the successful implementation of a new contact center infrastructure, including telephony systems, and an omnichannel CRM platform, to scale service delivery.
- Built and led a Quality Assurance team, establishing performance objectives and KPIs that boosted service excellence, and fostered a culture of continuous improvement.
- Created and maintained customer experience metrics reports.
- Developed customer service training programs for team members.
Head, Customer Experience
Zedvance Finance Limited
10.2018 - 03.2022
- Directed the strategic planning and execution of the organization's overall customer experience goals, aligning initiatives with business objectives for profitability.
- Managed the operations of a multi-tenant contact center, overseeing customer support, telesales, and quality assurance teams across multiple business lines to drive revenue.
- Facilitated the deployment of a new professional contact center solution and CRM system, completing the project within a budget of ₦3 million, and achieving significant improvements in service delivery.
- Collaborated with the technology team to enhance the open-source CRM and phone systems, improving operational efficiency, and delivering a superior customer experience.
- Defined and designed workflows for the sales pipeline and customer query resolution, creating seamless processes that improved customer satisfaction.
Driver Partner
Uber Technologies
12.2017 - 09.2018
- Achieved a 4.82-star rating over 404 trips on the platform
Supervisor, Contact Center
Konga Online Shopping Limited
07.2017 - 11.2017
- Managed team of 60 members across three customer support channels: email, phone, social media.
- Aligned quality and speed of service delivery among all channels.
- Developed process document outlining customer contact reasons to enhance onboarding efficiency.
- Facilitated seamless onboarding for new recruits, reducing effort for existing customer service representatives.
AG. Supervisor (Seller Inbound Calls and Email Support Channel)
Konga Online Shopping Limited
04.2017 - 06.2017
- Managed team of 23 members across two customer support channels, enhancing operational efficiency.
- Achieved 7% increase in customer satisfaction through targeted initiatives.
- Facilitated transition of support channels from cost centers to revenue-generating units, optimizing resources.
Team Lead, Call Center
Konga Online Shopping Limited
08.2014 - 03.2017
- Coached and mentored team of 20 customer experience representatives to enhance service quality.
- Increased adherence to schedule from 95% to 99%, optimizing operational efficiency.
- Elevated overall service delivery quality by five percent through strategic training initiatives.
AG Team Lead, Call Center
Konga Online Shopping Limited
05.2014 - 07.2014
- Managed a team of 12 customer experience representatives to enhance service quality.
- Defined customer contact reasons to facilitate accurate documentation of interactions.
- Compiled customer feedback and proposed solutions to address concerns raised by customers.
Customer Experience Representative
Konga Online Shopping Limited
10.2013 - 04.2014
- Resolved customer queries through phone communications while delivering exceptional service.
- Proactively undertaken tasks to enhance organizational value.
Call Center Agent
Contact Solutions Limited
10.2012 - 08.2013
- Provided exceptional phone support for Lagos 767/112 emergency helpline.
- Delivered outstanding service through E.A Adeboye under 20 national table tennis championship helpline.
- Assisted customers via British American Tobacco helpline, ensuring prompt resolution of inquiries.
Education
Bachelor of Science - Computer Education
OLABISI ONABANJO UNIVERSITY
Ogun State01.2009
Skills
- Leadership and people management
- Communication and collaboration
- Strategic planning and execution
- Contract negotiation techniques
- Process improvement and analytical skills
- Process automation
- CRM software integration
- Customer journey mapping
- Customer retention
Timeline
Head of Customer Journey, Consultant
Biba Marketplace
06.2025 - Current
Director Of Customer Experience, Nigeria
Shuttlers
06.2024 - 06.2025
Head of Customer Experience
Shuttlers Metropolitan Mobility Company
04.2022 - 05.2024
Head, Customer Experience
Zedvance Finance Limited
10.2018 - 03.2022
Driver Partner
Uber Technologies
12.2017 - 09.2018
Supervisor, Contact Center
Konga Online Shopping Limited
07.2017 - 11.2017
AG. Supervisor (Seller Inbound Calls and Email Support Channel)
Konga Online Shopping Limited
04.2017 - 06.2017
Team Lead, Call Center
Konga Online Shopping Limited
08.2014 - 03.2017
AG Team Lead, Call Center
Konga Online Shopping Limited
05.2014 - 07.2014
Customer Experience Representative
Konga Online Shopping Limited
10.2013 - 04.2014
Call Center Agent
Contact Solutions Limited
10.2012 - 08.2013
Bachelor of Science - Computer Education
OLABISI ONABANJO UNIVERSITY
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