Samuel Arobayo

Customer Experience & Success Manager with proven expertise in driving customer satisfaction, loyalty, and retention across diverse industries.

Certified Customer Service

Professional, Skilled in leading cross-functional teams, implementing customer-centric strategies, resolving complex issues, and enhancing service delivery standards. Adept at analyzing customer insights to design solutions that improve experience and business outcomes. Recognized for strong leadership, conflict resolution, and strategic planning that foster customer trust and long-term relationships.

Customer Happiness Manager - CAP PLC - Lagos, Nigeria

(2024-01 - 2026-12)

• Led end-to-end customer experience strategy, driving measurable improvements in customer satisfaction, retention, and brand loyalty.
• Managed and developed a high-performing customer service team, overseeing inquiries, complaints, and escalations with a 95%+ complaint resolution success rate within defined SLAs.
• Established cross-functional collaboration with sales, marketing, and operations to translate customer insights into business growth and service enhancements.
• Designed and tracked key service quality metrics, delivering data-driven insights and recommendations to senior leadership for continuous improvement
• Implemented proactive customer engagement and retention initiatives, reducing churn and strengthening long-term customer relationships.

Customer Experience Expert - Oriflame Sweden/Nigeria

(2021-01 - 2023-12)

• Delivered seamless multi-channel customer support (email, live chat, and phone), effectively resolving high-volume inquiries with a strong focus on empathy and professionalism.
• Designed and implemented comprehensive training programs to upskill support teams, driving improved service quality and consistency.
• Leveraged customer feedback and data insights to identify improvement opportunities, informing product enhancements and service delivery strategies.
• Developed and presented detailed customer service performance reports to senior leadership, providing actionable insights for decision-making.
• Maintained accurate and secure customer records in compliance with data protection standards and organizational policies.

Brands & Media Strategist - Samaroc Enterprise

(2019-01 - 2021-12)

• Designed and executed strategic marketing and brand campaigns, delivering strong ROI and high levels of client satisfaction.
• Negotiated and secured advantageous terms with media partners, optimizing campaign reach and impact within budget constraints.
• Conducted in-depth market analysis to identify emerging trends and growth opportunities, contributing to the expansion of client portfolios.

President / State Coordinator - Nigeria Christian Corpers' Fellowship (Rivers State)

(2017-01 - 2017-12)

• Directed activities of over 5,000 members, ensuring welfare, communication, and organizational alignment.
• Implemented new operational strategies that improved efficiency and long-term sustainability.
• Oversaw infrastructural improvements that enhanced productivity and organizational image.

BSc (Hons) - Microbiology - University of Abuja, Nigeria (2011-01 - 2016-12)