Country Brand Manager

The Operations & Vendor Success Manager is responsible for overseeing the day-to-day operations of the LuvnGift marketplace. This includes managing vendor relationships, ensuring high-quality gift preparation, coordinating timely deliveries, monitoring platform operations through the admin dashboard, and resolving operational issues quickly. The ideal candidate is highly organized, customer-focused, and passionate about delivering exceptional gifting experiences. Key Responsibilities Vendor Management Recruit, onboard, and support vendors. Build strong relationships with vendors across Nigeria. Monitor vendor performance and service quality. Ensure vendors comply with LuvnGift policies and service standards. Conduct regular vendor evaluations. Resolve vendor disputes and operational challenges. Train vendors on platform processes and best practices. Order & Fulfillment Management Monitor incoming orders daily. Coordinate with vendors to ensure orders are accepted promptly. Track every order from acceptance through delivery. Ensure all gifts are packed according to LuvnGift standards. Escalate delayed or problematic orders immediately. Verify proof of delivery before orders are closed. Quality Assurance Ensure products meet LuvnGift's quality expectations. Review delivery photos before customer notifications are sent. Enforce the LuvnGift Substitution & Quality Promise. Audit vendors for consistency in product quality and presentation. Investigate customer complaints regarding quality or fulfillment. Recommend improvements to operational processes. Delivery Coordination Monitor delivery timelines and service-level agreements (SLAs). Work with vendors and delivery partners to resolve delays. Ensure customers receive proactive updates when issues arise. Optimize fulfillment workflows to improve delivery performance. Track successful delivery rates and identify improvement opportunities. Admin Dashboard Operations Manage day-to-day platform administration, including: Vendor approvals Product approvals Subscription monitoring Order management Delivery tracking Customer issue resolution Refund and credit processing Gift substitution approvals (where applicable) Marketplace reporting Customer Experience Ensure every customer receives a premium gifting experience. Resolve customer issues professionally and promptly. Review customer feedback and identify recurring themes. Recommend operational improvements to increase customer satisfaction. Reporting & Analytics Prepare regular reports on: Vendor performance Order fulfillment Delivery success rates Customer satisfaction Subscription retention Operational KPIs Vendor compliance Quality audit findings Use data to identify opportunities for operational improvements.