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Micheal Akinboni

@michealakinboni

I lead customer experience and marketplace growth, scaling support operations, retention, and AI-enabled service delivery.

Nigeria

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What I'm looking for

I'm looking to lead customer experience and marketplace teams where I can use customer insight, AI-enabled support, operational strategy, and team development to improve retention, service quality, and business growth.

At MANO, I lead Customer Experience and Marketplace operations, shaping marketplace strategy, partner relationships, fulfilment, logistics, and customer service. I spearheaded Mano Food’s expansion into two additional cities, improved vendor retention by 25%, and increased customer experience ratings by 38% through restaurant listing quality assurance.

I build customer journeys that improve retention and service speed. At MANO, I reduced chat first-response time from over 30 minutes to under one minute, launched a compensation matrix and streamlined refunds to reduce refund complaints by 60%, and introduced AI-assisted support workflows.

Across 9jaPay, Oze, and Jumia Nigeria, I’ve led customer-facing teams, customer-success programmes, and large-scale sales operations. I’ve maintained strong CSAT and NPS outcomes, improved product adoption and churn reduction, and use customer insights, coaching, and data to align customer outcomes with business growth.

Experience

Work history, roles, and key accomplishments

Current

Head of Customer Experience & Marketplace

Current

MANO

May 2025 - Present (1 year 5 months)

Oversees marketplace strategy, operations, and performance while leading vendor and restaurant communications. Implemented vendor incentive program improving retention by 25% and launched Mano Food in two additional cities.

Marketplace Strategy Vendor Management KPI Analysis AI Agents NDPR Compliance Team Leadership Customer Experience GMV AOV CAC

Head of Customer Experience

MANO

Jan 2025 - Apr 2025 (3 months)

Led the Customer Experience function for a quick-commerce platform, owning the end-to-end customer journey. Reduced chat average first response time from over 30 minutes to under 1 minute and launched a streamlined refund process reducing complaints by 60%.

Customer Experience Strategy Data Analysis NPS CSAT Omni Channel Support AI Assisted Support Change Management Team Leadership

Customer Experience Lead

9jaPay

Sep 2023 - Jan 2025 (1 year 4 months)

Led the Customer Experience department for a fintech and lifestyle company, managing the customer journey from onboarding to retention. Designed escalation workflows and tiered support architecture to improve resolution speed.

Customer Experience Team Management CSAT NPS Escalation Workflows Data Analysis NDPR Compliance

Customer Success Executive

Oze

Apr 2022 - Aug 2023 (1 year 4 months)

Spearheaded the Customer Success department for a B2B fintech company, managing the customer journey from trial to advocacy. Increased product adoption by 15% and contributed to churn reduction through the Oze Coaching Series.

Customer Success SaaS Customer Onboarding Retention Upselling Webinars Customer Health CSAT NPS

Deputy Head & Project Manager (Customer Service & Sales)

Jumia Nigeria

Sep 2019 - Apr 2022 (2 years 7 months)

Managed customer service and sales operations, including the Jumia Prime project and telesales supervision. Achieved record-breaking $3.6 million in Net Merchandise Value in November 2021 and maintained CSAT at least 95%.

Project Management KPI Monitoring Salesforce AI Automation Escalation Workflows Telesales Data Analysis Team Leadership