Chief Operations and Marketing Officer
Head of Customer Pillar — oversees all customer-facing operations, sales, marketing, support, and partnerships.
6
Departments
18
Roles
5
Pillar KPIs
Pillar KPIs
Top-level metrics that drive this pillar's success
New Customers
How many new paying Frag buyers are we bringing in?
Frag Sales Revenue
Total ₦ value of Frags sold — the money number.
Customer Trust & Satisfaction
Do customers trust us with their money? Would they recommend us?
Referrals & Word-of-Mouth
How many customers come without us paying for ads — organic trust.
Retention & Repeat Purchases
Are first-time buyers coming back to buy more Frags?
Departments & Roles
Click on any role to see its key deliverables
Marketing
Product Marketer
Develops and executes marketing strategies for Frag products and services.
Digital Marketing Specialist
Executes digital marketing campaigns across various online channels.
Content Writer
Creates written content, content strategy, and marketing campaigns for all channels.
Community Manager
Builds and manages customer communities, public relations, and engagement.
Brand Manager
Develops and maintains brand identity and marketing strategies.
Marketing
5 KPIsLeads generated per month
People genuinely interested in buying Frags
Campaign-attributed Frag sales
₦ in sales directly tied to marketing campaigns
Content engagement rate
Likes, shares, comments, saves per post
Organic traffic share
% of website/app visitors NOT from paid ads
Brand awareness reach
Total impressions across all channels per month
Retention
Customer Education Specialist
Develops and delivers educational content and training for customers.
Customer Retention Specialist
Ensures exceptional customer journey and satisfaction.
Retention
5 KPIsCustomers still active after 90 days
% of customers who didn't leave
Repeat Frag buyers
% of customers who bought a second time
New customers who completed onboarding
% who finished setup + education
Customers who referred someone
% who referred at least 1 person without being pushed
"Would you recommend Fragvest?"
Net Promoter Score — the trust number
Customer Support
Customer Support Manager
Manages frontline customer service, support operations, and technical support.
Customer Support
5 KPIsFirst response time
Minutes to first reply when a customer reaches out
Ticket resolution time
Average hours to fully resolve an issue
Customer satisfaction per ticket
Post-interaction rating — are they happy with the help?
Issues resolved without escalation
% handled by support without needing a manager
Payment issues resolved
% of payment/transaction problems fixed same day
Sales
Head of After Sales
Oversees post-sale customer support, success, satisfaction, product adoption, and the full customer experience journey.
Head of Sales
Leads and manages the sales team, develops strategies, coaches reps, and drives revenue growth.
Sales Representative
Directly engages with prospects and customers to drive Frag sales.
Lead Generation Specialist
Identifies and qualifies potential customers and sales opportunities.
Sales
5 KPIsNew Frag buyers this month
First-time purchasers — headcount
₦ in Frag sales this month
Total naira value of Frags sold
% of leads who bought
Lead-to-customer conversion rate
Number of Frags sold
Total Frag units moved
Sales customers who came back
% of sales-sourced customers who bought again within 90 days
Partnerships
Head of Capital Partnerships
Develops and manages strategic capital and investment partnerships.
Partnership Manager
Develops and manages strategic business partnerships and alliances.
Partnerships
5 KPIsPartner-sourced revenue
₦ from customers who came through partners
Partner-sourced new customers
Customers from banks, advisors, fintechs
Partnership pipeline value
Total ₦ value of deals in progress
New partnerships signed
Per quarter — banks, wealth managers, fintechs
Partner referral volume
Referrals flowing in from partner channels
Creative
Creative Director
Leads creative vision and oversees all creative content and brand expression.
Graphic Designer
Creates visual content for marketing and brand communications.
3D Animator
Creates 3D animations and motion graphics for marketing and product visuals.
Photography/Videography Coordinator
Coordinates visual content creation, property tours, and media production.
Creative
5 KPIsAsset delivery speed
Hours from request to delivered design/video/graphic
Creative output volume
Graphics, videos, 3D assets produced per week
Brand consistency
% of assets that pass brand guidelines review
Ad visual performance
Click-through rate on designed ads and posts
Property content coverage
% of properties with complete photo/video packages