Head of Customer Care

FitCare Health is recruiting a full-time, on-site Head of Customer Care. Based in Lekki Phase 1, Lagos, this senior operational leadership role is responsible for overseeing CRM systems, leading client communication standards, driving conversion from marketing spend, and ensuring compliance across all customer-facing touchpoints.

• CRM & Channel Management: Own, configure, and maintain the company's CRM system to manage customer interactions and track retention workflows.

• Communication Standards: Lead and enforce client communication guidelines across all service channels, ensuring the team maintains high responsiveness and tone consistency.

• Customer Resolution & Retention: Personally handle and resolve complex customer issues and complaints, driving long-term client retention and structured follow-up routines.

• Sales & Marketing Conversion: Monitor customer funnels to ensure marketing and paid ad campaigns effectively convert inquiries into active sales.

• Regulatory Compliance: Ensure all client-facing information and communications strictly adhere to health and regulatory standards.

• Years of Experience: 5 to 10+ years of progressive experience managing customer-facing teams and CRM platforms.

• Education: Bachelor's Degree in Business Administration, Mass Communication, Marketing, or a related discipline.

• Industry Compliance: Solid understanding of compliance standards in regulated or sensitive sectors (e.g., healthcare, wellness, or financial services).

• AI & System Proficiency: Up-to-date knowledge of current CRM technologies, customer support tools, and modern AI-driven communication systems.

• Soft Skills: Warm, highly relationship-driven, detail-oriented, and comfortable holding customer service teams accountable to strict performance metrics.