CHIDINMA MARIAN EMENUGHA
Operations Management - Customer Success Lead
Lagos, Nigeria | - |-| LinkedIn Profile
PROFESSIONAL SUMMARY
Dynamic and results-driven Customer Success Lead with over 7 years of experience driving customer satisfaction
and operational excellence. Proven ability to lead teams, enhance customer retention, and manage cross-functional
initiatives that deliver measurable improvements in customer experience and business outcomes. Skilled in strategic
planning, customer relationship management, and problem-solving with a passion for delivering value to both
clients and the organization.
SKILL & TOOLS
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Project Management
▪ Document Preparation & Proofreading
Risk Planning & Mitigation
▪ Analytical & Decision-Making Abilities
Team Leadership & Collaboration
▪ Time & Macro Management
Vendor & Stakeholder Management
▪ Quality Management and Assurance
Customer Success Strategies
▪ Customer Relationship Management
Communication & Conflict Resolution
▪ Techincal Documentation
Negotiation & Upselling
Calendar & Schedule Management
MS Office Suite (Word, Excel, PowerPoint, PowerBI, SharePoint)
Collaboration Tools (Slack, MS Teams, Google Meet)
EXPERIENCE
Team Lead, Customer Experience
Fibre Lifestyle Technologies Ltd, Lagos
May 2019 – Present
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Serving as the first point of escalation for customer crises, liaising with cross-functional teams and senior
management to ensure rapid and effective problem-solving.
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Championed a customer-first culture within the organization, actively acting on customer feedback to
refine products and services, driving continuous improvement initiatives.
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Designing and implementing communication frameworks to ensure rapid, clear, and solution-oriented
responses to customer inquiries, enhancing overall client satisfaction.
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Analyzing and restructuring customer service workflows, resulting in improved efficiency and a significant
reduction in ticket resolution time.
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Developing and executing proactive risk identification and mitigation strategies, minimizing escalations
and reducing customer churn by 35%.
Operations Manager
FilmHouse Cinemas, Lagos
Jan 2018 – Dec 2018
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Operational Oversight: Managed day-to-day cinema operations, including scheduling, payroll, vendor
management, and inventory control, ensuring seamless operations that contributed to a 10% increase in
operational efficiency.
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Staff Training & Development: Delivered in-depth training programs for over 50 staff members, focusing
on customer service excellence, health and safety standards, and team collaboration. Improved staff
competency and reduced operational errors by 20%.
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Vendor & Contract Management: Negotiated contracts with vendors and third-party service providers,
ensuring timely service delivery and adherence to budget constraints, contributing to an overall cost
reduction of 12%.
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Health & Safety Compliance: Enforced Health, Safety, and Environmental (HSE) protocols, reducing
incidents and creating a safer environment for both employees and guests, which improved customer
retention and brand reputation.
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Cross-functional Collaboration: Partnered with product, sales, and operations teams to align customer
feedback with service enhancements, driving continuous improvement and ensuring customer needs were
addressed promptly.
Operations Team Lead
Genesis Cinemas, Lagos
Mar 2017 – Dec 2017
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Crisis Management: Acted as the first point of escalation for customer crises, coordinating with crossfunctional teams and senior management to resolve issues swiftly and effectively.
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Team Leadership & KPI Management: Managed a team of over 20 customer success specialists, ensuring
that daily key performance indicators (KPIs) were met or exceeded.
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Strategic Planning & Revenue Growth: Conducted regular team brainstorming sessions focused on
improving customer experience and increasing revenue. Initiatives from these sessions resulted in a 10%
increase in quarterly revenue.
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Performance Tracking & Reporting: Implemented a system to track and report team performance metrics,
allowing for data-driven decision-making and identifying areas for further improvement.
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Customer Relationship Management: Actively engaged with key customers to gather feedback, address
issues, and enhance long-term loyalty, increasing customer retention by 25%.
Executive Assistant
Mater Dei School, Lagos
Aug 2013 – Feb 2016
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Provided administrative support to school leadership by managing calendars, scheduling meetings, and
coordinating with staff and external stakeholders.
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Organized and maintained the executive’s calendar, ensuring efficient time management and prioritization
of tasks, including scheduling appointments, school events, and meetings.
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Managed communication by handling incoming and outgoing emails, phone calls, and correspondence on
behalf of the school leadership, ensuring timely responses and clear messaging.
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Coordinated parent-teacher meetings and other events, prepared agendas, and took minutes during key
meetings, following up on action items for timely completion.
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Prepared documents such as reports, memos, presentations, and official communications, maintaining
accuracy, professionalism, and compliance with internal policies.
EDUCATION
University of Benin, Nigeria
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B.A. International Studies & Diplomacy
PROFESSIONAL CERTIFICATIONS
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Google Project Management | Coursera (2021)
Project Management | Emerging Trends Solutions (2013)
2011
