Head, Customer Relations at Foteino Talento

Foteino Talento, a workspace, content creation studio and HR consultancy company, is recruiting suitably qualified candidates to fill the position below:

Job Title: Head, Customer Relations

Location: Lagos
Employment Type: Full-time

Job Description

• We are seeking an experienced and dedicated Head, Customer Relations to join our client, a prestigious laundry and dry-cleaning services provider located in Lekki, Lagos, Nigeria.
• This well-established organization has built a reputation for delivering exemplary care and attention to detail for all types of garments.
• With over 9 strategically located facilities across Lagos, the company provides a comprehensive range of services tailored to meet diverse customer needs, from everyday essentials to specialized care for formal and special occasion attire.
• The ideal candidate would act as a key strategic and operational leader, responsible for the development, continuous improvement, and delivery of customer relations.
• The strategic development of operational requirements, processes, and technology, to deliver key service outcomes for customers in either a B2B or B2C environment.
• The Head of Customer Services role has significant levels of responsibility and accountability for operational delivery.
• The HCR is responsible for identifying and developing all culture, process, performance improvements, and efficiencies for the customer experience and for leading/developing a team, that typically delivers customer interactions across multiple channels (Front and Back office).

Provide Strategic Leadership and Direction:

• Develop and execute the long-term strategic vision for the Customer Relations department, aligning it with the overall company goals and business objectives.
• Lead the team in achieving key customer experience goals and ensure alignment with the company’s mission and values.
• Identify emerging trends, opportunities, and challenges within the customer relations landscape, and formulate strategies to address them.
• Foster a strategic mindset across the department to anticipate customer needs and improve service delivery

Drive Company Brand, Culture, and Uphold Standards in Customer Relations:

• Lead and embed the company’s brand values and culture into the customer relations team to ensure alignment with organizational goals.
• Establish and maintain high standards for customer service interactions across all touchpoints.
• Act as a brand ambassador to promote the company’s reputation and ensure all customer-facing employees reflect the company’s core values.

Oversee Daily Operations of the Department for Process Efficiency and Effectiveness:

• Manage and optimize the daily workflow of the Customer Relations department to ensure smooth and effective operations.
• Monitor and analyze key performance indicators (KPIs), such as customer satisfaction, issue resolution times, and service quality, ensuring the team meets or exceeds goals.
• Implement process improvements and streamline operations to enhance efficiency and effectiveness in customer service delivery.

Drive Excellent Customer Experience:

• Champion initiatives that elevate the customer experience, ensuring a consistent and high-quality service offering.
• Proactively address and resolve customer complaints, concerns, and escalations in a professional and timely manner.
• Work closely with customers to understand their needs, ensuring the company delivers a personalized and seamless experience.
• Foster strong relationships with key customers, ensuring high levels of satisfaction and loyalty.

Manage Employee Life Cycle (From Selection to Exit) in Accordance with Company Policy:

• Lead the recruitment, selection, and onboarding process for the customer relations team, ensuring alignment with company needs and culture.
• Oversee performance management processes, including coaching, development, and conducting performance reviews.
• Ensure adherence to company policies in handling disciplinary actions, promotions, and exits.
• Promote a positive, inclusive, and performance-driven work culture that engages and motivates employees.

Technology Innovation:

• Spearheaded the adoption of new technologies and tools that improve customer service and streamline operational processes.
• Explore and implement customer relationship management (CRM) systems, automation tools, and digital platforms to enhance service delivery.
• Stay ahead of industry trends and evaluate emerging technologies to maintain a competitive edge and optimize the customer experience.

Driving Market Growth:

• Collaborate with the marketing and sales teams to identify opportunities for customer acquisition, market expansion, and service diversification.
• Analyze customer feedback and market trends to inform strategies for growth and customer retention.
• Cultivate and maintain relationships with key stakeholders, partners, and clients to support long-term business success and market expansion.

Monthly Report to Management:

• Prepare and present detailed monthly reports to the management team, providing insights on customer service performance, trends, and feedback.
• Include key metrics such as customer satisfaction scores, resolution times, service quality assessments, and employee performance data.
• Highlight significant achievements, challenges, and opportunities for improvement in the customer relations department.
• Provide actionable recommendations for improving customer experience, operational efficiency, and overall business growth
• Extensive experience in managing operational customer service teams in luxury business.
• Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
• Proven management and/or relationship management experience in a senior, strategic-level role.
• Established track record of exceeding targets, and KPIs SLA’s, in a quality-led, legislative-compliant environment
• Able to interpret MI/BI develop strategy and make recommendations.
• Demonstrate ability to motivate and communicate with others at all levels
• Influential relationship skills at all levels. Able to use these relationships to deliver service improvements
• Excellent communication and negotiation skills.
• Able to adapt and succeed in a changing environment
• Evidence of well-developed leadership skills.
• Strong analytical and problem-solving skills.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• The ideal candidate should be personable.
• Challenge and support executive management.
• Should be bold, proactive, and flexible.

Requirements

• Bachelor’s Degree in Social Science, Communications, or a related field
• MBA/M.Sc. in a related discipline is an added advantage.
• Minimum of 10 years relevant work experience, 5 years of management practice of which 3-5 years in FMCG and experience in a consulting firm.
• Professional development and training are an added advantage.
• Proficiency in any customer relationship management software and project management tools such as Zoho CRM, salesforce, and Asana.

Application Closing Date
Not Specified.