Hi, I’m
IKELUKA ADAOBI
Senior Customer Success and Business Operations
Lagos
Summary
Strategic Customer Success & Growth Leader with 13+ years of experience driving revenue expansion, retention optimization, and operational excellence across e-commerce, FMCG, skincare, and logistics sectors. Proven track record of delivering over 200% revenue growth, scaling product portfolios from 50 to 150+ SKUs, increasing CSAT from 48% to 93%, and leading large cross-functional teams of 350+ professionals. Expert in customer lifecycle management, churn reduction, vendor and logistics partnerships, and data-driven service transformation. Adept at aligning customer experience strategy with commercial objectives to accelerate growth and improve profitability.
Overview
13
years of professional experience
1
Certification
Work History
BUYBETTER INVESTMENT LIMITEDLagos
Head of Operations
07.2023 - 06.2025
Job overview
- Led end-to-end customer operations, commercial expansion, and logistics optimization for a fast-growing e-commerce and skincare business.
- Drove 200% revenue growth through strategic SKU expansion (50 → 150+ products), pricing optimization, and retention initiatives.
- Increased CSAT from 48% to 93% by redesigning customer journey workflows, implementing feedback loops, and enhancing service quality controls.
- Improved delivery performance from 58% to 90% by onboarding 6+ logistics partners and launching a 95% compliant same-day delivery model.
- Generated new revenue streams through shipping fee optimization and telemarketing channels.
- Reduced operational losses by implementing secure inventory access controls.
- Supervised digital sales team to optimize social conversion and customer engagement.
- Strategic Impact: Positioned the business for scalable growth through operational restructuring and customer-centric performance metrics.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
KYOSK NIGERIALagos
Customer Experience Manager
12.2022 - 07.2023
Job overview
- Directed customer retention strategy and service optimization for a retail-tech platform serving FMCG distributors and retailers.
- Designed and executed retention strategies that improved customer loyalty and reduced churn.
- Increased digital channel adoption, reducing cost-to-serve while improving engagement rates.
- Led market research and data analysis initiatives to inform service enhancements.
- Organized regional retailer conferences to strengthen stakeholder relationships and gather strategic insights.
- Strategic Impact: Elevated customer engagement framework and improved long-term relationship value.
JUMIA NIGERIA
Customer Success Manager
01.2021 - 12.2022
Job overview
- Led enterprise-scale customer operations for one of Africa's largest e-commerce platforms.
- Directed daily operations of 25 Team Leads and 350+ customer service agents, fostering a high-performance, customer-centric culture.
- Implemented customer service policy redesign, improving service delivery standards.
- Influenced cross-functional stakeholders and senior leadership to drive customer-first initiatives.
- Designed KPI-driven performance frameworks that improved productivity and accountability.
- One of Africa's largest e-commerce platforms.
JUMIA NIGERIA
Team Lead - Email & Outbound Channels
01.2016 - 12.2020
Job overview
- Optimized SLA performance to 15-minute order confirmation benchmark.
- Improved quality assurance compliance and team performance metrics.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
JUMIA NIGERIA
Team Lead - Social Media Channel
01.2018 - 01.2020
Job overview
- Increased social media CSAT from 56% to 98% by implementing a 30-minute SLA and workflow restructuring.
- Improved response efficiency and sentiment monitoring to strengthen brand perception.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
JUMIA NIGERIA
Customer Excellence & Telesales Associate
08.2014 - 12.2016
Job overview
- Achieved 98% customer satisfaction while driving upsell and cross-sell revenue initiatives.
- Analyzed customer data to identify trends and anticipate customer needs.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Evaluated customer needs and feedback to drive product and service improvements.
- Gathered, organized and input information into digital database.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
ABC TRANSPORT PLC
Customer Service Representative
01.2012 - 01.2014
Job overview
- Managed high-volume customer inquiries and logistics coordination while maintaining service excellence standards.
Education
Imo State University
B.A. from English & Literary Studies
Alliance Française
Diploma from French
Skills
- Customer Success Strategy
- Revenue Growth & Expansion
- Retention & Churn Optimization
- Operational Scaling
- Cross-Functional Leadership
- Vendor & Logistics Partnerships
- Customer Lifecycle Management
- Process Redesign & SLA Optimization
- Team Leadership (350 Workforce)
- Data-Driven Decision Making
- CRM Systems (Zendesk, Salesforce, Freshdesk, Zoho)
Certification
- Agile Business Analysis
- Project Management
- Supply Chain Management
- Digital Marketing & E-commerce
- Practical AI and prompting for customer care professionals
Professional Development
Graduate Member, Nigerian Institute of Management
Timeline
Head of Operations
BUYBETTER INVESTMENT LIMITED
07.2023 - 06.2025
Customer Experience Manager
KYOSK NIGERIA
12.2022 - 07.2023
Customer Success Manager
JUMIA NIGERIA
01.2021 - 12.2022
Team Lead - Social Media Channel
JUMIA NIGERIA
01.2018 - 01.2020
Team Lead - Email & Outbound Channels
JUMIA NIGERIA
01.2016 - 12.2020
Customer Excellence & Telesales Associate
JUMIA NIGERIA
08.2014 - 12.2016
Customer Service Representative
ABC TRANSPORT PLC
01.2012 - 01.2014
Imo State University
B.A. from English & Literary Studies
Alliance Française
Diploma from French