Customer Communications Lead

Aphro Beauty, a high-growth, digital-first skincare and cosmetic brand dedicated to delivering exceptional consumer experiences, is recruiting a full-time Customer Communications Lead. This is a fully remote position open to candidates based in Abuja or Lagos, reporting directly to the Head of Brand Experience.

As the strategic guardian of the brand's digital voice, the Customer Communications Lead will manage all inbound and outbound client-facing communication ecosystems. This role is built for a highly organized, tech-savvy communication specialist who can turn high-volume messaging channels into structured, conversion-driven touchpoints. It offers an excellent path into Remote Operations and Brand Communications Management for an individual who thrives in structured, routine-driven remote environments.

• Location: Abuja / Lagos (Fully Remote)

• Omnichannel Communication Management: Monitor, prioritize, and manage live message flow across all digital channels (WhatsApp Business, Instagram DMs, Live Chat, and Email), ensuring zero missed interactions.

• Crisis Escalation & Resolution: Calmly navigate challenging client inquiries, de-escalate customer friction points, and route complex order or product issues to the appropriate internal teams.

• Information Cascade: Act as the primary bridge between internal brand updates (product launches, stock updates, shipping delays) and the consumer base, conveying details accurately and transparently.

• High-Speed Chat Operations: Run multi-chat frameworks simultaneously, maintaining fast response times without sacrificing grammatical precision or brand tone.

• Operational Reporting: Track communication volume metrics, analyze common customer paint points, and provide weekly actionable feedback to the product and logistics teams.

• Skincare Consultation Support: Liaise with in-house beauty experts to pass complex skin/product science queries smoothly down the line, maintaining a basic baseline knowledge of the brand's product catalog.

• Education: Bachelor’s Degree or Higher National Diploma (HND) in Communications, English, Marketing, Public Relations, or a related field.

• Experience Baseline: Proven experience managing digital customer service, live chat support, or social media community channels, preferably for an e-commerce or retail brand.

• Technical & Chat Dexterity: High-speed, accurate typing skills. Comfortable switching quickly between digital systems, CRM tools, and messaging dashboards.

• Communication Prowess: Flawless written and oral English expression, with an innate ability to communicate empathy, authority, and clarity over text.

• Remote Competency: High self-discipline and reliability suited for a structured, routine-heavy remote setup. A reliable high-speed internet connection and power backup are required.

• Industry Advantage: Prior professional knowledge or a strong personal passion for skin science, aesthetics, or cosmetics is highly advantageous.

• Qualified remote communication professionals should send their updated CV along with a concise written summary explaining why they are an ideal fit for this role.