Elevating Operational Excellence in Beauty Retail: Rosemary Layode’s Business Leadership

Over the years, exceptional customer service engagement has been regarded as the cornerstone of most companies’ success. From Netflix’s strategy of providing information before customers ask for it to Apple’s super persuasive marketing for consumer engagement, proper service engagement builds trust and reduces customer complaints.

In the African business landscape, companies also integrate this crucial strategy into their overall operations. One of the drivers of this widespread integration is beauty leader and customer service engagement expert Rosemary Layode. Her passion for revolutionising the Nigerian beauty industry is palpable, making her a beacon of innovation and excellence in business leadership.

With over two decades of expertise spanning consulting in oil and gas, wholesale, and retail marketing in the beauty industry and more, Rosemary’s strategic insight and dedication have consistently propelled organizations to unprecedented heights. As Head of Customer Engagement, her visionary leadership fosters proactive strategies that redefine customer satisfaction and retention paradigms.

“At the heart of our success lies our ability to forge genuine connections with our customers, driving mutually beneficial outcomes,” Rosemary Layode reflects on her customer-centric approach.

Noteworthy among Rosemary’s achievements is her pioneering of a transformative customer referral program, resulting in exponential sign-ups and elevated retention rates. Her data-driven ethos drives tangible results, fueling revenue growth and elevating service excellence benchmarks.

“Data-driven insights are instrumental in shaping strategic decisions and fostering business expansion. By harnessing analytics, we unlock deeper insights into customer preferences, driving personalized and impactful experiences,” Rosemary underscored, emphasising the pivotal role of data in shaping business strategies.

Before her current role, she distinguished herself as Assistant Project Supervisor (Operations Division) at Total Nigeria Plc, spearheading financial and technical data management initiatives while overseeing network rebranding and electrical upgrades.

Rosemary’s academic journey is equally illustrious, boasting a Post-Graduate Diploma in Marketing Management from the Chartered Institute of Marketing UK, an MBA in Marketing Management from Ladoke Akintola University of Technology, and a Bachelor of Science in Geology from the University of Nigeria, Nsukka. Certifications in leadership training, sales management, and marketing analytics underscore her pursuit of continuous learning.

Looking ahead, Rosemary said she remains steadfast in her commitment to advancing route-to-market strategies, customer engagement management, operational excellence, market innovation and impact leadership. Her vision extends beyond Nigeria, fostering collaborations and opportunities for transformative impact in the ever-evolving beauty business landscape.