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
Head Office
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
