Customer Experience Manager at Chemical and Allied Products (CAP) Plc

Chemical and Allied Products Plc, a subsidiary of UAC of Nigeria Plc, is the technological licensee of AkzoNobel for Nigeria; (ICI was acquired in 2008 by AkzoNobel, the world’s largest paint producer). CAP Plc evolved from the world-renowned British multinational Imperial Chemical Industries Plc, which formalized its Nigeria operations in 1957 under ICI Exports Limited. In 1965, ICI Exports Limited changed its name to ICI Nigeria Limited and in 1968 it subsumed the paints company.

We are recruiting to fill the position below:

Job Title: Customer Experience Manager

Location: Lagos
Job Type: Full Time

Mission of the Job

• To strengthen CAP’s relationship with its core client groups – painters, interior designers, architects and building professionals such that our brands are the #1 brands recommended by these client groups.

Develop a Client Experience Strategy document within a month of joining. The document should outline the following:

• 2-year plan for winning with key client groups (painters, interior designers and architects).
• Setup of Paint Application as a service and how to leverage technology in setting up this service at CAP’s retail outlet (“uber type service”)
• Understand our key client groups, keep abreast of developments and changes with them, identify key opportunities to partner and boost relationship with these groups, and execute/coordinate the execution of initiatives that will position us to “win” with these groups.
• Obtain approval of this strategy document and plan from CAP management and board (if required)

Lead the execution of approved strategy:

• Achieve revenue target of Nxxx from paint application service across retail outlets in 2024.
• Aligned plan enables a minimum of 500 building professionals to use our products in 2024 valued at XXX.
• Organize periodic engagement sessions including focus groups, market visits, trainings with key client groups.
• Position our brands as the most preferred and #1 recommended brand by painters and building professionals such as interior decorators, architects, quantity surveyors etc.
• Review CAP’s existing Painters Academy and propose changes to ensure it becomes the defacto training school and certification program for Painters in Nigeria.

Own and drive Painters Loyalty Scheme:

• Critically assess current state, identify opportunities to improve and then drive the acceptance and success of the scheme.
• Sign up minimum of 2000 painters into the scheme 6 months post – launch.
• Achieve N2b revenue via this scheme.

Competencies of the Job

• Problem solving skills.
• Creative skills
• Deep analytical skills (we are not looking for theory - all initiatives must be backed up by strong commercial justification)
• Project management skills
• Innovation and tech-savviness
• Leadership skills - she will drive all the identified initiatives, obtain management buy-in and get all required support from across the organization for her identified initiatives.
• Effective listening skills - ability to pick out insights from listening to target audience and link solutions/recommendations to these insights.
• Excellent interpersonal skills and ability to engage people and create relationships across all social status groups.
• Persistent – ability to keep going and tenaciously ensures task are completed.
• Proven ability to execute – speedily and with excellence.

Application Closing Date
Not Specified.