• Application Deadline:
• Position: Customer Relationship and Experience Management Officer / Front Desk Officer (CREMO)



• Job Type Full Time



• Qualification BA/BSc/HND



• Experience 1 - 3 years



• Location Lagos




• Job Field Customer Care 
  
  

Description 

• Are you a visionary person with a passion for transforming ideas into reality and creating unique lifestyle communities?


• 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

• We are looking for a Customer Relationship and Experience Management Officer / Front Desk Officer (CREMO) who is responsible for warmly welcoming guests, managing customer data, responding to inquiries, tracking service satisfaction, and escalating concerns for timely resolution.


• The Customer Relationship and Experience Management Officer (CREMO) serves as the first


• point of contact for all physical and digital customer engagements. This role combines front desk operations with a broader mandate to deliver a seamless, customer-centric experience across the full GroupCo lifestyle journey.

Summary of Job Function

• The CREMO is responsible for warmly welcoming guests, managing customer data, responding to inquiries, tracking service satisfaction, and escalating concerns for timely resolution. This hybrid role also supports CRM database maintenance and experience optimization initiatives, ensuring customers feel valued and supported throughout their lifecycle—from initial inquiry through onboarding, aftersales, and beyond.


• The role reinforces GroupCo’s promise of delivering unique customer-driven value solutions throughout the dream home and lifestyle value chain and across our customers’ lifecycles.

Key Responsibilities

Front Desk Efficiency:

• Average visitor wait time


• Accuracy of scheduling and call handling

Customer Satisfaction:

• Customer feedback scores (post-visit or post-interaction surveys)


• Resolution time for escalated issues

CRM Data Accuracy:

• % completeness and accuracy of CRM entries


• Timeliness of updates and follow-up logs

Communication Quality:

• Professionalism and clarity in written and verbal communication


• Internal feedback on responsiveness and coordination

Experience Enhancement:

• Contribution to improvements in customer journey touchpoints


• Initiatives supported or proposed for service quality upgrades

Front Office and Customer Experience Support Development:

• Quality and accuracy of handover materials, SOPs, and guides for support coverage


• Participation in onboarding or mentorship of future reception or support roles


• Responsiveness in flagging resourcing needs as customer traffic or scope expands

Required Qualifications and Skills

• Education: Bachelor’s degree in Mass Communication, Marketing, Business Administration, Hospitality, or a related field.


• Experience: 1–3 years of experience in customer service, front desk management, or CRM operations.


• Technology: Proficient in Microsoft Office, CRM tools (e.g., Zoho, HubSpot, Salesforce), and basic digital collaboration platforms.


• Communication: Excellent verbal and written communication skills.


• People Skills: Warm, professional demeanor and strong interpersonal skills.


• Attention to Detail: Strong recordkeeping and multitasking abilities.


• Adaptability: Ability to work with multiple departments and manage varying customer needs.

Key Competencies and Attributes:

• Customer-first mindset with empathy and proactive service approach


• Strong organizational and time management skills


• Professional appearance and polished etiquette


• Resilience under pressure and ability to manage difficult conversations


• Commitment to confidentiality and data protection standards.

Work Environment and Conditions:

• Office-based role with full-time in-person requirements


• Core work hours with occasional extended availability during events or peak periods


• Regular interaction with internal teams and external visitors.

Career Path:

Progression Opportunities:

• Promotion to Customer Experience Lead or CRM Coordinator


• Long-term path to Client Relationship Manager or Customer Insights Analyst


• Lateral mobility into marketing, sales coordination, or community engagement roles within HCGCS

Talent Development:

• Eligibility for in-house training programs


• Sponsorship for customer experience or CRM certifications


• Exposure to cross-SBU collaboration and career acceleration tracks

Compensation

• Monthly Compensation: Competitive salary package with both fixed and performance- linked components.


• Commission and Revenue Share: Participation in revenue generated from internal and third-party product sales under a clearly defined commission structure.


• Performance Bonus: Eligibility for quarterly or annual performance bonuses tied to KPIs.


• Profit Sharing: Eligibility for a share from the SBU’s net annual profit-sharing pool administered by the HCBCS based on contribution to the SBUs performance.