Client Success / Employer Relations

About the role

• •Account management for households and companies — you own the relationship, Ops owns pipeline actions.
• •Hire when Concierge Ops can no longer cover employer follow-ups alone.

Traditional responsibilities

The core of the job — how this role shows up in a staffing or household ops team, with or without software.

• •Welcome new employers; explain fees, timelines, and what “managed” vs contingency means
• •Follow up after shortlists — book interviews, collect feedback, close the loop
• •Manage expectations on replacements and service issues without over-promising
• •Nurture repeat and privilege clients; gather feedback after placements stabilize
• •Introduce referral-friendly employers to the client referral program

In the Pukena console

You will also run these workflows in the admin console — tools that support the work above, not the whole job description.

• •Keep Clients notes and household files current
• •Support Circle privilege conversations with accurate tier info
• •Coordinate employer-side Complaints with Concierge Ops

What we're looking for

• •2+ years in client success, account management, or luxury service
• •Excellent written and spoken English
• •Empathy without over-promising; can explain fees with confidence
• •Organized follow-up habit (CRM, spreadsheet, or similar)
• •Based in Lagos

Nice to have

• •Experience with high-net-worth or executive clients
• •Brevo, Mailchimp, or similar email tools

Benefits

• •Small team with real ownership — you run a function, not a ticket queue
• •Hybrid or on-site options (Lagos-first)
• •Training on Pukena SOPs and the admin console
• •Performance tied to clean placements, payroll accuracy, and client retention