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Adebayo Emmanuel Olutola

@adebayoemmanueloluto

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Customer Experience Lead with 7+ years improving retention, satisfaction, and service delivery.

Nigeria

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What I'm looking for

I want to lead customer experience and retention initiatives—resolving complex escalations, improving SLAs/KPIs with CRM data, and partnering cross-functionally to reduce churn, strengthen loyalty, and elevate service quality in fast-paced environments.

I’m a Customer Experience and Customer Success professional with 7+ years of experience delivering high-quality support, resolving complex customer issues, and driving customer retention across gaming, retail, and service industries.

In my current role as a Customer Experience Lead, I oversee the end-to-end customer journey across retail, delivery, and digital channels to ensure consistent service and brand experience. I maintain service quality and food safety standards, manage complaints and escalations, and lead root cause analysis to prevent recurrence.

I bring strong retention and growth focus through feedback systems, promotions, and data insights that increase repeat purchases and satisfaction. Previously, as a Sales & Marketing Lead, I managed key client accounts nationwide, aligned customer engagement with business targets, trained teams on service delivery standards, and built acquisition and retention campaigns across digital and offline channels.

I’ve also led community and support operations—designing integrated online and offline community-driven campaigns, managing communication channels, and strengthening brand presence. Across Customer Experience Team Lead and Consultant roles, I monitored performance metrics, coached teams, handled escalated cases, and supported issue closure with professionalism and SLA-aligned resolution.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Lead

Current

Benny Foodmart

Feb 2025 - Present (1 year 2 months)

Oversaw the end-to-end customer journey across retail, delivery, and digital channels to deliver consistent service and brand experience. Managed complaints and escalations with root-cause analysis and cross-functional collaboration to prevent recurrence and improve retention.

Journey Management Customer Support Complaint Handling Escalation Management Root Cause Analysis Customer Retention Cross Functional Collaboration

Sales & Marketing Lead

Promatic Nigeria

Oct 2022 - Dec 2024 (2 years 2 months)

Managed key client accounts nationwide to drive long-term retention and revenue growth. Aligned customer engagement strategies with business targets, led sales training on service delivery standards, and ran acquisition/retention campaigns using customer feedback and market research.

Key Account Management Customer Retention Strategy Sales Enablement Customer Acquisition Customer Feedback Analysis Market Research Training

Community Relations Manager

BigiBet Nigeria

Mar 2022 - Sep 2022 (6 months)

Designed and executed integrated online and offline community campaigns to strengthen brand visibility and engagement. Managed communication channels, social platforms, and nationwide activations while coordinating agent relations, dispute resolution support, and consistent retail performance.

Community Engagement Campaign Planning Digital Engagement Social Media Management Stakeholder Management Content Distribution Agent Relations Dispute Resolution Coordination

Customer Experience Team Lead

BigiBet Nigeria

Sep 2021 - Mar 2022 (6 months)

Led a customer experience team to ensure inquiries were handled promptly, accurately, and to a high standard of satisfaction. Produced performance reports, coached team members, assigned responsibilities for efficient workflows, and improved service delivery through targeted support and feedback.

Team Leadership Customer Support Operations performance reporting Coaching and Mentoring Quality Assurance Workflow Management Training And Development

Customer Experience Team Lead

LuckyBet Nigeria

Nov 2019 - May 2020 (6 months)

Monitored team workload and average call duration to maintain efficient customer service performance. Reviewed recorded calls, conducted performance evaluations, onboarded new team members, and handled escalated customer issues while recommending system and workflow improvements.

Quality Assurance Performance Reviews Onboarding Escalation Management Workflow Optimization KPI Tracking Communication Management Customer Support

Customer Experience Consultant

Betking Nigeria

Apr 2019 - Nov 2019 (7 months)

Managed customer accounts and documented interactions to ensure timely issue closure. Resolved inbound product and account-related complaints professionally to strengthen customer loyalty and brand standards.

Customer Account Management Complaint Resolution Professional communication CRM Systems Customer Service Excellence

Customer Experience Consultant

Yomana Ventures Limited

May 2018 - Apr 2019 (11 months)

Handled 50+ daily customer interactions across phone and face-to-face channels, delivering prompt, professional, solution-focused support. Identified customer needs, recommended tailored products, escalated complex cases per SLA protocols, and partnered cross-functionally to improve turnaround time and customer experience.

Recommendations Complaint Handling Customer Experience Communication Skills Customer Satisfaction

Customer Experience Consultant

Merrybet Limited

Jan 2014 - Apr 2018 (4 years 3 months)

Processed customer orders and provided consultations on products and services. Resolved service complaints and supported smooth service delivery by collaborating with colleagues and stakeholders while recommending suitable solutions based on customer service needs.

Order Processing Complaint Resolution Customer Relationship Management Requirements Analysis Solution Recommendation Customer Service Excellence Service Delivery Communication