Recruitment at Food Concepts Plc

Food Concepts commenced operations in 2001. From inception, our aim has been clear-cut and focused: to revolutionize the food sector in West Africa and to deliver extraordinary satisfaction to our stakeholders.

Since launching in 2004, Chicken Republic (Subsidiary of Food concepts) has already opened 55 stores in Nigeria and Ghana. On this basis, we are proud of the brand’s hard-earned reputation as the fastest growing chicken QSR in West Africa and the number 1 chicken QSR in Nigeria (both in revenues and number of outlets). In addition, Chicken Republic was ranked as one of Nigeria’s top 20 brands across all categories (Financial Standards Awards 2009).

We are recruiting to fill the position below:

Job Title: Marketing Operations Manager

Requisition ID: 1960
Location: Nigeria
Department: Marketing Department
Reports to (Title): Head of Marketing
Direct Reports: Brand Activation Supervisor, Marketing Coordinators, Marketing officers

Job Purpose

• The Job holder implements tasks associated with Food Concepts’ marketing strategies including day-to-day marketing operations by ensuring all requests are processed efficiently, coordinating with external agencies for seamless brand execution, and maintaining up-to-date marketing support for store openings, activations, and brand initiatives across all channels.

Core Responsibilities and Key Result Areas
Marketing Operations:

• Manage and track all marketing-related requests from internal stakeholders and regional teams.
• Build and maintain a request intake and approval workflow system to streamline operations.
• Serve as the primary liaison between the organization and the Retail Marketing & Activation Agency.
• Ensure timely delivery and proper execution of all activations, campaigns, and POS material deployments.
• Track agency performance and compliance to SLAs.
•  Monitor inventory, dispatch, and installation of brand assets across stores.
• Ensure all brand collaterals are correctly and consistently deployed in new and existing stores.
• Coordinate all marketing readiness activities for new store openings, including branding, materials, and local launch initiatives.
• Oversee and approve all BTL activities, in-store activations, and event sponsorships in collaboration with the agency.
• Supervise execution of Local Store Marketing, events and outdoor catering marketing presence.
• Maintain a comprehensive tracker of ongoing requests, deployments, and activations.
• Generate regular status updates, reports, and feedback documentation for internal review.

Regulatory:

• Ensures compliance with any and all requirements defined/established by Government Regulatory agencies who have an over-sight responsibility of the Department’s activities
• Ensures compliance with confidentiality of Trade and brand secrets

Key Performance Indicators

• Marketing operations request turnaround time
• Brand collateral deployment accuracy and timeliness
• Activation campaign delivery success rate
•  Agency service level compliance
• New store marketing readiness compliance rate
•  Local Store Marketing revenue contribution
•  Field activation ROI
• Outdoor event and catering marketing impact
• Marketing asset utilization rate

Job Specifications
Educational Requirements:

• A minimum of a university degree in Marketing, Advertising, Communication or related field is required

Professional Requirements:

• Possession of any relevant Marketing professional qualification is essential

Experience Requirements:

• Minimum of 6 years’ experience in similar role

Knowledge Requirements:

• Understanding of how to manage marketing and activation agencies, including setting performance expectations, monitoring compliance with SLAs, and driving accountability.
• Strong understanding of campaign rollouts, retail activations, and local store marketing initiatives.
• Strong knowledge of workflow systems for tracking marketing requests and approvals, as well as inventory management, dispatch logistics, and consistent deployment of brand assets across multiple locations.

Working Conditions:

• Jobholder typically work 40 hours per week, Monday to Friday, although this role may involve travelling to meet with sales representatives and clients.

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should:
Click here to apply online

Job Title: Field Training Associate

Requisition ID: 1201
Location: Nigeria
Department: Human Resources Department
Reports to (Title): Training and Development Manager

Job Purpose

• To provide training and educational support to new and existing employees.
• Ultimately, the role involves supporting the HR team to prepare, monitor, evaluate and document training activities in the company

Responsibilities
Training & Development:

• Align training programs to Food Concepts’ training objectives and short, medium- and long-term goals
• Align and ensure adaptation to Food Concepts’ management style, culture and core values
• Use various techniques to heighten the level of training performance
• Assess and recognise training needs for new and existing staff
• Develop and coordinate induction programs for new staff
• Coordinate graduate programs/OMEGA programs
• Ensure the availability of trained and certified employees in assigned stores
• Support the assigned store to achieve Operational excellence
• Design and apply assessment tools to measure training effectiveness
• Track and report on training outcomes
• Provide feedback to training participants and management
• Evaluate and make recommendations on training material and methodology
• Establish and maintain relationships with external training suppliers
• Manage and maintain in-house training facilities and equipment
• Ensure all Health and Safety standards are delivered and met
• Drive and encourage participation in various training programs
• Drive operational excellence in assigned stores
• Any other responsibilities that may be assigned from time to time by the Line Manager

Compliance:

• Responsible for modelling and acting in accordance with the company’s guiding principles
• Ensure adequate compliance with all company policies, internal control processes and approved processes

Key Performance Indicators

• Achieve the target of signed-off Omega/ Graduate Trainees
• Achieve a number of signed-off Skills Trainers in assigned stores
• Achieve the crown coverage target in assigned stores
• Training Audit vs % target in assigned stores
• Achieve the number of training stores vs the number of assigned stores

Requirements

• A good first degree in Education, Business or Finance or any relevant field
• Training-related certification is essential.
• Minimum of 2 years’ experience in a similar role

Knowledge Requirements:

• Knowledge of technical trainings, online learning modules and technical course materials
• Basic knowledge of administrative tasks, i.e. monitoring costs, setting up systems and equipment
• Demonstrates good communication and research skills
• Demonstrates enthusiasm for lifelong learning
• Working knowledge of the Microsoft Office suite. i.e Excel, Word and PowerPoint

Working Conditions:

• You are to work as a full-time employee.
• Official hours of work will be determined by the dynamics of the business.
• This includes Shift work ROTA, which can be either AM shift or Swing Shift, or PM shift. Your weekly.

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should:
Click here to apply online

Job Title: Customer Service Manager

Requisition ID: 1960
Location: Nigeria
Department: Marketing Department
Reports to (Title): Senior Manager, Customer Experience
Direct Reports: Customer service officers, Customer service Associates.

Job Purpose

• The Job Holder ensures excellence in the performance of the customer service team by monitoring, evaluating, and improving all customer interactions across channels.
• The role is focused on maintaining high KPIs for customer experience, enforcing adherence to processes and standards, and driving continuous improvement initiatives.
• This includes reviewing all customer interactions to ensure quality, ensuring prompt escalations and resolution of customer complaints within the agreed SLA, analyzing trends to identify pain points, implementing best practices from industry benchmarks, and managing the team for both quality and productivity of their interactions.

Core Responsibilities and Key Result Areas
Quality Assurance & Monitoring

• Monitor and evaluate all customer interactions across inbound, outbound, email, chat, and other contact channels.
• Ensure all team members comply with established processes, scripts, and quality standards.
• Conduct regular call, chat, and email quality assessments and provide constructive feedback for improvement.
• Perform spot checks across the customer experience journey to identify service gaps and recommend corrective actions.
• Audit escalated cases to confirm accuracy, completeness, and timeliness of resolution.

Continuous Improvement & Performance Management:

• Track, analyze, and report on key trends in customer queries, complaints, and feedback.
• Identify root causes of recurring issues and work with stakeholders to implement solutions.
• Research and apply industry best practices to enhance customer experience standards.
• Lead process improvement initiatives aimed at increasing resolution rates, reducing handling times, and boosting satisfaction scores.
• Coordinate with training teams to ensure staff are up to date with quality expectations and new procedures.

Stakeholder Engagement & Escalation Management:

• Ensure that other departments respond promptly to customer queries within the agreed SLA.
• Partner with operations, IT, and product teams to address systemic issues affecting service quality.
• Serve as a key escalation point for complex customer concerns, providing guidance on resolution strategies.

Regulatory & Compliance:

• Ensure adherence to company policies, confidentiality guidelines, and data privacy regulations in all customer interactions.
• Maintain compliance with industry standards and regulatory requirements in service delivery.

Key Performance Indicators

• Average Quality Score of Customer Interactions
• SLA Compliance Rate for Query Resolution
• Customer Satisfaction (CSAT) and Net Promoter Score (NPS) trends
• First Contact Resolution (FCR) rate
• Reduction in recurring complaint trends
• Timeliness and accuracy of reporting
• Implementation rate of recommended improvements

Job Specifications
Educational Requirements:

• Minimum of a university degree in Business Administration, Communications, Customer Experience Management, or a related field.

Professional Requirements:

• Relevant certifications in Quality Assurance, Customer Experience, or Process Improvement (e.g., Six Sigma, COPC) are an advantage.

Experience Requirements:

• Minimum of 5–7 years’ experience in customer service quality assurance, customer experience management, or a related role, with at least 2 years in a supervisory capacity.

Knowledge Requirements:

• Strong understanding of customer experience principles, QA methodologies, and process improvement frameworks.
• Proficiency in quality monitoring tools, CRM systems, and performance analytics.
• Knowledge of escalation management, root cause analysis, and industry benchmarking.

Working Conditions:

• Typically works 40 hours per week, Monday to Friday, with flexibility to monitor and evaluate customer interactions outside regular hours, including weekends and holidays, if required.

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should:
Click here to apply online