Customer Relationship Manager

Locations: Jabi, Wuse - Abuja (FCT)
Employment Type: Full-time

Job Summary

• We are seeking a proactive, results-driven, and customer-focused Customer Relationship Manager (CRM) to oversee customer service operations and manage the Telesales and Customer Service teams.
• The ideal candidate will be responsible for building strong customer relationships, ensuring exceptional customer experiences, driving customer retention, and improving sales conversion through effective team leadership and customer engagement strategies.

Key Responsibilities

• Ensure accurate documentation and maintenance of customer records within the CRM system.
• Supervise and manage Customer Service Representatives and Telesales Executives to ensure optimal performance.
• Prepare weekly and monthly reports on customer satisfaction, team performance, sales conversions, and customer retention metrics.
• Ensure excellent customer service standards are maintained across all customer touchpoints.
• Conduct regular performance reviews and team meetings.
• Develop scripts, communication templates, and customer engagement initiatives to improve service delivery and telesales performance.
• Work closely with sales and marketing teams to increase customer acquisition, retention, and revenue generation.
• Develop and implement customer relationship management strategies to enhance customer satisfaction and loyalty.
• Handle escalated customer complaints and ensure timely resolution of customer concerns.
• Set and monitor KPIs for the Customer Service and Telesales teams.
• Monitor and evaluate team performance, providing coaching, training, and support where necessary.
• Track customer interactions, feedback, and complaints to identify areas for improvement.

Requirements

• Sales-oriented mindset with a passion for customer satisfaction.
• Bachelor's Degree in Business Administration, Marketing, Mass Communication, or a related field.
• Experience using CRM software and customer management tools.
• Strong leadership and team management skills.
• Strong analytical, reporting, and problem-solving abilities.
• Excellent communication, negotiation, and interpersonal skills.
• Proficiency in Microsoft Office Suite.
• Proven ability to manage customer complaints and resolve conflicts effectively.
• Minimum of 3 years of experience in Customer Service, Customer Relationship Management, Telesales, or a similar supervisory role.

Key Competencies:

• Leadership & Team Management.
• Performance Management.
• Customer Service Excellence.
• Data Analysis & Reporting.
• Communication & Relationship Building.
• Time Management & Organization.
• Conflict Resolution.
• Sales & Revenue Growth.

Benefits

• Career Growth Opportunities.
• Performance-Based Incentives.
• Supportive Work Environment.
• Professional Development and Training.
• Competitive Salary: N180,000 - N200,000 monthly.