• Application Deadline:
• Position: Head of Sales and Customer Relationship Management (HSCRM)



• Job Type Full Time



• Qualification BA/BSc/HND



• Experience 5 - 7 years



• Location Lagos




• Job Field Sales / Marketing / Retail / Business Development 
  
  

Job Summary

Are you a visionary leader with a passion for building exceptional projects and teams? Do you thrive in dynamic environments where you can make a real impact? Then Join Us If:

• You are self-driven and don’t require micromanagement


• You see responsibilities, not just tasks or jobs


• You are passionate about delivering exceptional value


• You demonstrate both humility in failures (“Mirror”) and credit-sharing in successes (“Window”)


• You align with our core values of Commitment, Faith, Positive Attitude, Innovation, Teamwork, and Integrity


• Be a part of a company where God is prioritized, and innovation is celebrated.

About the Role

• As the Head of Sales and Customer Relationship Management, you will play a critical role in establishing and managing the SCRMSBU.


• You will be responsible for driving sales growth, enhancing customer experience, and leading a high-performing team. Your role will involve leveraging digital tools, personal branding, and innovative strategies to create visibility and success for the SBU

Job Functions

• The HSCRM will be responsible for establishing and managing the Sales and Customer Experience Management Strategic Business Unit (SCRMSBU) at GroupCo.


• This role is integral to providing exceptional customer-driven value solutions along the home and lifestyle value chain, both to clients withing within GroupCo’s gated estates and to external clients.


• This role encourages leveraging digital tools and personal branding to create visibility for the successful candidate and the SBU.


• We consequently desire people who are authentic, credible, consistent, innovative, embrace digital tools and uphold/ emphasize values.

Key Responsibilities

Strategic Setup and Development:

• Lead the establishment of the SBU.


• Develop and implement the strategic plan for the SBU, aligning with GroupCo's overall vision of providing unique customer driven solutions.


• Develop policies and procedures to enhance operational efficiency.


• Evaluate and seize opportunities for expanding services.


• Drive innovation and digital transformation within the SBU

Sales Force Development:

• Develop and implement sales strategies to achieve revenue targets and expand market share.


• Identify potential clients through various channels, including networking, online research, and attending industry events to build a robust client base.


• Conduct presentations and tours for potential buyers, highlighting the features and benefits of properties to persuade them to make a purchase.


• Engage with potential buyers, understanding their needs, and guiding them through the buying process.


• Engage with potential buyers to negotiate terms and conditions of sales agreements, and working towards closing deals that are beneficial for both the client and the company.


• Recruit, train, and mentor a high-performing sales team focused on customer-centric selling.


• Foster a culture of continuous improvement through sales training and performance evaluations.

Relationship and Experience Management:

• Develop and maintain a robust CRM system to track customer interactions and feedback.


• Design and implement strategies to enhance customer loyalty and lifetime value through personalized experiences.


• Design and implement comprehensive customer experience management frameworks and training modules to enhance customer experience across all touchpoints, ensuring they align with the company's brand and values.


• Analyze the customer journey to identify opportunities for improvement and ensure that each stage of engagement meets customer expectations.


• Collect and analyze customer feedback to gain insights into their experiences and identify areas for enhancement.


• Keep accurate records of client interactions and transactions to ensure compliance and facilitate follow-up actions.


• Resolve customer issues promptly and effectively to maintain high satisfaction levels.


• Analyze customer feedback and market trends to inform service improvements.

Office Management:

• Oversee day-to-day operations of the front office at GroupCo offices.


• Guarantee exceptional customer service and a welcoming environment for clients.

Research and Analysis:

• Conduct comprehensive market research to identify trends, customer preferences, and competitive landscape.


• Analyze data to develop strategies for entering new markets and enhancing customer satisfaction.


• Produce regular reports on market conditions and customer demographics to inform business decisions.

Mortgage Brokerage Services:

• Establish and manage an agency and mortgage brokerage service for real estate transactions within and outside the estate.


• Manage client portfolios and facilitate property and mortgage transactions.


• Build relationships with industry professionals to facilitate smooth transactions.


• Ensure compliance with relevant regulations and provide expert advice to clients.

Channels Development and Management:

• Identify and develop new sales channels to diversify revenue streams (e.g. a Build Mart).


• Collaborate with marketing teams to promote products and services through various platforms.


• Evaluate channel performance and make necessary adjustments to optimize results.

Development and Management:

• Develop a franchise model for expanding GroupCo’s presence in the home and lifestyle market.


• Oversee franchisee recruitment, training, and support to ensure brand consistency.


• Monitor franchise performance and implement strategies for continuous improvement.

Oversight:

• Develop and manage SBU budgets, ensuring cost efficiency and profitability.


• Monitor financial performance of the SBU, ensuring budgetary compliance and profitability and implement corrective actions as needed.


• Prepare financial reports and forecasts for senior management.

Marketing with Personal Brand:

• Utilize Thought Leadership, Networking, Social Media Presence, Public Relations, Corporate Culture Advocacy and other personal branding techniques to promote the SBU.


• Develop and execute marketing strategies that enhance both the personal and SBU brand.


• Engage with industry stakeholders to build the brand's reputation.


• Utilize digital tools and platforms for brand visibility and engagement.

Engagement:

• Engage with internal and external stakeholders to foster collaboration, partnerships, align efforts and ensure a consistent and seamless customer experience.


• Act as the primary point of contact for SBU-related inquiries and negotiations.


• Represent GroupCo at industry events and networking opportunities.


• Reporting and Analysis:


• Prepare and submit detailed reports on sales, customer feedback, and market trends for management review.


• Analyze operational data to identify trends and opportunities for improvement.


• Use data-driven insights to guide strategic decisions.

Performance Metrics

• Successful establishment and growth of the SBU


• Sales growth and revenue generation


• Customer satisfaction and retention


• CRM effectiveness


• Market research and insights utilization


• Brand visibility and budget management


• Financial performance and budget management


• Stakeholder engagement and relationship building


• Innovation in product and service offerings


• Team development and leadership

Skills and Qualifications

• Bachelor's Degree in Business Administration, Marketing, or a related field.


• 5 - 7 years experience in sales, customer relationship management, or related roles.


• Strong leadership skills with a track record of building and developing teams.


• Excellent communication and interpersonal skills.


• Proficiency in digital tools and CRM software.


• Ability to think strategically and innovatively.

Abilities:

• Authentic, credible, and consistent in professional dealings.


• Innovative mindset with a passion for creating customer-driven solutions.


• Strong commitment to upholding company values and enhancing brand visibility.

Competencies:

• Strategic and innovative thinking.


• Customer-focused mindset and a passion for delivering exceptional experiences.


• Ability to manage multiple projects and prioritize effectively.


• Strong interpersonal skills and ability to build and maintain relationships.


• Proficiency in digital marketing and social media engagement.

Environment and Conditions:

• The role may require travel to various project sites and potential markets.


• A dynamic and fast-paced environment with a focus on innovation, customer satisfaction. and continuous improvement.


• Flexible working hours may be required to meet sales targets and deadlines

Career Path:

• Potential for advancement to senior management roles within GroupCo.


• Opportunity to expand the department’s services to a wider market.

Compensation

• Competitive Salary with benefits package including health insurance, retirement plan, performance bonuses, and a stock ownership plan.