• Application Deadline:
• Position: Head, Customer Relations



• Job Type Full Time



• Qualification BA/BSc/HND , MBA/MSc/MA



• Experience 10 years



• Location Lagos




• Job Field Customer Care 
  
  

Responsibilities

As the Head, Customer Relations, your responsibility will include:

Key Accountabilities:

• Drive Company Brand, Culture, and Uphold Standards in Customer Relations


• Oversee Daily Operations of the Department for Process Efficiency and Effectiveness.


• Drive Excellent Customer Experience


• Manage Employee Life Cycle (From Selection to Exit) in Accordance with Company Policy.


• Technology innovation


• Driving market growth


• Monthly Report to Management Duties and Responsibilities

Provide Strategic Leadership and Direction:

• Develop and execute the long-term strategic vision for the Customer Relations department, aligning it with the overall company goals and business objectives.


• Lead the team in achieving key customer experience goals and ensure alignment with the company’s mission and values.


• Identify emerging trends, opportunities, and challenges within the customer relations landscape, and formulate strategies to address them.


• Foster a strategic mindset across the department to anticipate customer needs and improve service delivery


• Drive Company Brand, Culture, and Uphold Standards in Customer Relations:


• Lead and embed the company’s brand values and culture into the customer relations team to ensure alignment with organizational goals.


• Establish and maintain high standards for customer service interactions across all touchpoints. Act as a brand ambassador to promote the company’s reputation and ensure all customer-facing employees reflect the company’s core values.

Oversee Daily Operations of the Department for Process Efficiency and Effectiveness:

• Manage and optimize the daily workflow of the Customer Relations department to ensure smooth and effective operations.


• Monitor and analyze key performance indicators (KPIs), such as customer satisfaction, issue resolution times, and service quality, ensuring the team meets or exceeds goals.


• Implement process improvements and streamline operations to enhance efficiency and effectiveness in customer service delivery.


• Drive Excellent Customer Experience:


• Champion initiatives that elevate the customer experience, ensuring a consistent and high-quality service offering.


• Proactively address and resolve customer complaints, concerns, and escalations in a professional and timely manner.

Drive Company Brand, Culture, and Uphold Standards in Customer Relations:

• Lead and embed the company’s brand values and culture into the customer relationsteam to ensure alignment with organizational goals.


• Establish and maintain high standards for customer service interactions across all touchpoints.


• Act as a brand ambassador to promote the company’s reputation and ensure allcustomer-facing employees reflect the company’s core values.

Oversee Daily Operations of the Department for Process Efficiency and Effectiveness:

• Manage and optimize the daily workflow of the Customer Relations department to ensure smooth and effective operations.


• Monitor and analyze key performance indicators (KPIs), such as customer satisfaction, issue resolution times, and service quality, ensuring the team meets or exceeds goals.


• Implement process improvements and streamline operations to enhance efficiency and effectiveness in customer service delivery.

Drive Excellent Customer Experience:

• Champion initiatives that elevate the customer experience, ensuring a consistent and high-quality service offering.


• Proactively address and resolve customer complaints, concerns, and escalations in a professional and timely manner.


• ork closely with customers to understand their needs, ensuring the company delivers a personalized and seamless experience.


• Foster strong relationships with key customers, ensuring high levels of satisfaction and loyalty.

Manage Employee Life Cycle (From Selection to Exit) in Accordance with Company Policy:

• Lead the recruitment, selection, and onboarding process for the customer relations team, ensuring alignment with company needs and culture.


• Oversee performance management processes, including coaching, development, and conducting performance reviews.


• Ensure adherence to company policies in handling disciplinary actions, promotions, and exits.


• Promote a positive, inclusive, and performance-driven work culture that engages and motivates employees.

Technology Innovation:

• Spearhead the adoption of new technologies and tools that improve customer service and streamline operational processes.


• Explore and implement customer relationship management (CRM) systems, automation tools, and digital platforms to enhance service delivery.


• Stay ahead of industry trends and evaluate emerging technologies to maintain a competitive edge and optimize the customer experience.

Driving Market Growth:

• Collaborate with the marketing and sales teams to identify opportunities for customer acquisition, market expansion, and service diversification.


• Analyze customer feedback and market trends to inform strategies for growth and customer retention.


• Cultivate and maintain relationships with key stakeholders, partners, and clients to support long-term business success and market expansion.

Monthly Report to Management:

• Prepare and present detailed monthly reports to the management team, providing insights on customer service performance, trends, and feedback.


• Include key metrics such as customer satisfaction scores, resolution times, service quality assessments, and employee performance data.


• Highlight significant achievements, challenges, and opportunities for improvement in the customer relations department.


• Provide actionable recommendations for improving customer experience, operational efficiency, and overall business growth

Requirements

• Bachelor’s Degree in Social Science, Communications, or a related field


• MBA/M.Sc. in a related discipline is an added advantage.


• Minimum 10 years relevant work experience, 5 years management practice of which 3- 5 years in FMCG and experience in a consulting firm.


• Professional development and training are an added advantage.


• Excellent verbal & written communication skills.


• Excellent interpersonal and customer service skills.


• Excellent organizational skills and attention to detail.


• Strong analytical and problem-solving skills.


• Strong supervisory and leadership skills.


• The ideal candidate should be personable.


• Challenge and support executive management.


• Should be bold, proactive and flexible.