• Application Deadline:
• Position: Head of Customer Relationship Management


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 5 - 6 years


• Location Lagos


• Job Field Sales / Marketing / Retail / Business Development 
  

RESPONSIBILITIES:

• Develop and implement strategies to enhance customer satisfaction, loyalty, and retention.


• Oversee the day-to-day operations of the customer relations department, ensuring efficient and effective customer service delivery.


• Serve as the primary point of contact for escalated customer issues, ensuring timely and satisfactory resolution.


• Foster positive relationships with customers, addressing their concerns and providing personalized support and assistance.


• Collaborate with other departments to streamline processes and improve the overall customer experience.


• Analyze customer feedback and data to identify trends, opportunities, and areas for improvement.


• Lead and motivate a team of customer relations professionals, providing guidance, coaching, and performance feedback.


• Develop and implement training programs to enhance the skills and knowledge of the customer relations team.


• Stay up-to-date with industry trends and best practices in customer relations, applying relevant insights to drive continuous improvement.


• Monitor key performance indicators (KPIs) and provide regular reports and updates to senior management.

COMPETENCIES:

• Bachelor's degree in business administration, marketing, or a related field (advanced degree preferred).


• Minimum of 5-6 years of progressive experience in customer relations, preferably within the real estate industry.


• Demonstrated leadership skills, with the ability to effectively manage and motivate a team.


• Exceptional communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.


• Strong problem-solving and decision-making abilities, with a focus on delivering customer-centric solutions.


• Proficiency in utilizing customer relationship management (CRM) software and other relevant tools.


• Proven track record in handling and resolving customer complaints and escalations in a timely and satisfactory manner.


• In-depth knowledge of real estate industry practices, regulations, and market trends.


• Ability to work under pressure, manage multiple priorities, and meet deadlines.


• Strong analytical and data-driven mindset, with the ability to derive insights from customer feedback and data.


• Demonstrated commitment to providing exceptional customer service and achieving high levels of customer satisfaction