Emmanuel Festus

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Head of Operations / Mall Manager

BILDIAMO GroupSky Mall Plaza

Jun 2020 - Dec 2020 (7 months)

- Developed a structured operational plan for Sky Mall and its business units, collaborating closely with business unit managers to enhance overall operational efficiency. Created and implemented Standard Operating Procedures for the mall's business units, coordinating all operational aspects including daily operations related to security, staff attendance, lease/rent management, health and safety protocols, emergency drills, daily deliveries, and procurement. - Ensured efficient and seamless operations for soft services, including power supply, diesel ordering, security management, traffic and car park management, vendor conflict resolution, daily cleaning operations, pest control, waste management, and engineering services within the mal

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Company Head of Sales

NaijaBillionaire Limited

Aug 2016 - Apr 2018 (1 year 9 months)

As the Company Head of Sales, I was responsible for designing and implementing national sales strategies for the sale and management of lottery scratch pins through major Telco vendors. This involved assisting with online marketing initiatives and enhancing vendor visibility to drive sales across various regions. I appointed regional account managers and established performance targets for vendors under MTN, GLBACOM, AIRTEL, and ETISALAT, ensuring alignment with our strategic objectives. My role included vetting, selecting, and appointing national vendors (franchise partners) for scratch pin sales nationwide, as well as designing comprehensive training programs on payment processes and inventory management, applying curriculum development p

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Head Consultant - General Manager – Projects

Kenny Royal Technical Services Limited

May 2016 - Dec 2019 (3 years 8 months)

As the Head Consultant - General Manager – Projects, I have successfully advised on residential and commercial cooling projects for both private and government institutions, ensuring optimal solutions tailored to client needs. I supervised the installation and commissioning of cooling equipment, maintaining high standards of quality and efficiency while overseeing maintenance and repairs on existing project partnerships to foster strong relationships and ensure client satisfaction. My role involved providing expert advice on the most efficient cooling application systems, enhancing operational effectiveness for clients, and conducting research and consultation services on energy cost management, delivering tailored solutions as needed. I de

Business Manager

LG Electronics

Jun 2015 - Feb 2016 (9 months)

As a Business Manager, I oversee the supervision and management of consumer electronics and commercial cooling appliances sales and installation, particularly in collaboration with vendor companies like Fouani Group Nigeria. My role involves conducting monthly assessment visits to franchise partners nationwide, where I report on product sales, complaints, faulty items, and overall operational performance for distributors. I source projects and facilitate their execution by local country partners, while also advising on new product models, training, and installation requirements, especially for Large Format Displays (LFDs). I provide detailed product cost analysis and FOB prices to country partners, ensuring smooth importation arrangements.

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Head of Retail Sales and Operations

Jetlink Limited Nigeria

Sep 2014 - May 2015 (9 months)

- As the Head of Retail Sales and Operations, I reviewed, improved, and implemented marketing and operational strategies for the channel sale of company products and services through branch outlets nationwide. - I directly managed all Accredited Distributorship Partners and the company’s branch network outlets, leading a team of branch managers, product channel managers, and distribution networks. - Oversaw the strategic introduction of new franchise products into Nigeria and other West African markets, covering channel distribution, marketing, and campaign support for appointed dealers. - Conducted monthly and quarterly trade visits to regional brand stores, performing holistic regional performance reviews on sales, and engaging in disc

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Corporate Sales Manager - B2B

SIMS Nigeria Limited

Jun 2012 - Jun 2014 (2 years 1 month)

As a Corporate Sales Manager - B2B, I designed, managed, and implemented comprehensive corporate strategies for the sales of Samsung solutions nationwide. I reviewed, improved, and executed marketing and operational strategies for channel sales of commercial cooling systems, home appliances, and LED screens, ensuring alignment with market demands. My role involved managing the strategic introduction of new products into the market, overseeing channel distribution, marketing, and campaign support. I conducted monthly trade visits to regional brand stores and performed sales performance reviews, while also managing participation in key industry conferences to enhance brand visibility and networking opportunities. I generated and managed a da

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Country Marketing Manager- Nigeria

Farouk Sodagar Darvesh Group of Concerns

Oct 2010 - Apr 2012 (1 year 7 months)

As the Country Marketing Manager for Nigeria, I collaborated with management to develop a comprehensive growth plan focused on redesigning and enhancing the overall marketing approach, selling strategy, and product distribution in Nigeria. I developed and implemented a strategic marketing plan for the wholesale distribution of company products across West Africa, managing and cultivating relationships with new product dealers and resellers in Nigeria and other West African countries. Partnering with local media companies, I designed and placed product advertisements effectively within the Nigerian market while overseeing market demand, product appreciation, and planning seasonal promotions to maximize product visibility and sales. I advised

Project Solution Integration Lead

Teleperformance

Jun 2010 - Aug 2010 (3 months)

- Managed and trained on operational procedures and integration processes for Teleperformance Cairo, ensuring a seamless transition and adherence to best practices. - Oversaw and supervised the technical service flow transition from Sykes Edinburgh to Teleperformance Cairo, maintaining high standards of service delivery. - Managed and supervised Samsung AV service escalations from call center agents and technical staff, ensuring timely resolutions and customer satisfaction. - Liaised directly with Samsung UK on all service updates and directives to be implemented at Teleperformance Cairo, ensuring compliance and efficiency. - Supervised and verified all product service bookings made by agents with ASC in the UK before submission, enhanc

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Senior Product Consultant

Sykes enterprice

Sep 2008 - Jul 2010 (1 year 11 months)

As a Senior Product Consultant, I coordinated with international operation teams across Africa, America, and the UK to ensure seamless service delivery. I oversaw service operations, including product pickups, repair allocations, and final deliveries, while managing daily escalations across multiple lines of business (LOBs). I authorized and supervised Free of Charge (FOC) repair approvals, ensuring compliance with company standards. Additionally, I led technical coordination between UK-based Authorized Service Centers (ASCs) and installation partners, facilitating effective communication and project execution. I delivered monthly operational and performance reports to group leadership, providing insights into service efficiency and areas f

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Pension Funds Administrator

Scottish Widows

Feb 2008 - Aug 2008 (7 months)

As a Pension Funds Administrator, I was responsible for managing pension funds, overseeing final salaries, and handling annuities management. I ensured accurate processing of transfers, cheque confirmations, and banking postings. Additionally, I conducted system updates and maintained internal and regulatory compliance, including KYC verification. I utilized CRM skills to attend to pension fund inquiries from customers, updating their accounts and addressing various requests related to their pension accounts, ultimately enhancing customer satisfaction and trust in our services. My customer success skills, including active listening, effective communication, and emotional intelligence, allowed me to direct inquiries efficiently and pay close

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Senior Product Specialist , Edinburgh, Scotland, (Oct 2006- Dec.2007) 

3G Mobil Communication

Oct 2006 - Dec 2007 (1 year 3 months)

As a Senior Product Specialist in Edinburgh, Scotland, I provided comprehensive floor sales support, ensuring customers received exceptional service and assistance. I managed repair processes efficiently, addressing customer inquiries and resolving conflicts to maintain high satisfaction levels. Additionally, I conducted market research to analyze competitor offers and product costs, which informed our sales strategies and enhanced our competitive positioning in the market. I utilized skills in customer success to foster strong relationships with clients, ensuring their needs were met and enhancing overall satisfaction. My experience in inbound sales for AI SaaS allowed me to effectively communicate product benefits and direct customers tow

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Escalation Team- Agent

Scottish Gas Group Inc

May 2006 - Oct 2006 (6 months)

As an Escalation Team Agent, I was responsible for managing customer service inquiries and resolving complex issues to ensure customer satisfaction. My role involved addressing escalated concerns and providing effective solutions in a timely manner. Additionally, I utilized my sales skills to enhance customer interactions by offering discounts on repurchases and upgrades, which not only improved customer loyalty but also contributed to closing sales on inquiries attended to. This approach helped foster a positive relationship with customers while achieving business objectives. Furthermore, I engaged in market research by troubleshooting to gather more details for resolving customer issues, utilizing SEO techniques, and conducting technical

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Ticket Examiner

ScotRail

Jan 2006 - Mar 2006 (3 months)

As a Ticket Examiner from January 2006 to March 2006, I was responsible for assisting in carrying out public announcements on the train, attending to customer queries, managing complaints, and facilitating ticket sales. Additionally, I implemented business development strategies by offering discounts to long-time ticket holders, which enhanced customer satisfaction and loyalty. My role required effective communication and problem-solving skills to ensure a positive experience for all passengers. Furthermore, I utilized CRM (Customer Relationship Management) techniques for sales recording and cash filing, which streamlined operations and improved customer interactions, contributing to overall service efficiency. I also engaged in lead genera

Emmanuel Festus

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