Summary
Overview
Work History
Education
Skills
TOOLS
Timeline
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TITILAYO JOSEPH

Customer Operations Manager
Berlin,BE

Summary

Dynamic and results-driven professional with a proven track record in leading teams, managing operations, and enhancing customer experiences across diverse sectors, including startups, nonprofits, and service industries. Expertise in cultivating strong client relationships and streamlining processes to deliver exceptional service. Demonstrates a unique blend of strategic leadership and hands-on execution, effectively aligning customer experience initiatives with overarching business objectives. Committed to driving operational excellence and fostering a culture of continuous improvement.

Overview

6
6
years of professional experience
2
2
Languages

Work History

Customer Experience & Operations Manager

MTM Personal Training Gym
01.2025 - Current
  • Managed the daily experience of 15+ high-end clients, including executive officers from N26, Zalando, and other leading companies in Berlin.
  • Manage day-to-day client interactions, ensuring premium customer service, and smooth operations.
  • Oversee scheduling and service workflows to maintain a luxury standard.
  • Develop and implement retention strategies by resolving client issues with efficiency and professionalism.

Product Management Tutor (Part Time)

Uranus Academy
10.2023 - 01.2025
  • - Trained over 50 aspiring professionals on decision-making, customer focus, and stakeholder management.
  • - Delivered easy-to-understand lessons with real-world examples to improve learners' confidence.
  • - Organized workshops and guest sessions to build strong industry connections.
  • Motivated students towards learning and studying to build self-confidence and reduce fear of failure.

Product Manager

Crop2Cash (Google for Startups Accelerator 2020 Cohort)
02.2022 - 10.2023
  • Led a cross-functional team of 14 members, improving collaboration and project delivery.
  • Coordinated product development from planning to launch, ensuring alignment with business needs.
  • Improved user satisfaction and retention by enhancing key product features.
  • Managed full product lifecycle, from ideation through post-launch support, ensuring consistent quality control measures were in place.
  • Introduced multilingual communication tools to reach underserved customer groups.

Administrative Director (Volunteer)

The New (Nonprofit Organization)
01.2020 - 12.2021
  • - Managed planning and logistics for programs and events with over 100 attendees.
  • - Oversaw guest relations and volunteer coordination to ensure smooth operations.
  • - Streamlined communication and processes across teams for greater efficiency.

Education

Bachelor of Science - Animal Sciences

Obafemi Awolowo University
Ile-Ife, Osun State
04.2001 -

Skills

Customer Experience Management

TOOLS

  • Notion
  • Metabase
  • Figma
  • Miro
  • Jira
  • Confluence
  • ClickUp
  • Google Analytics
  • HubSpot
  • Canva
  • Trello
  • Google Workspace
  • Microsoft Office

Timeline

Customer Experience & Operations Manager

MTM Personal Training Gym
01.2025 - Current

Product Management Tutor (Part Time)

Uranus Academy
10.2023 - 01.2025

Product Manager

Crop2Cash (Google for Startups Accelerator 2020 Cohort)
02.2022 - 10.2023

Administrative Director (Volunteer)

The New (Nonprofit Organization)
01.2020 - 12.2021

Bachelor of Science - Animal Sciences

Obafemi Awolowo University
04.2001 -

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TITILAYO JOSEPHCustomer Operations Manager