Customer Relations Manager at Growth Partner Intermediaries Limited

Growth Partner Intermediaries Limited is an HR consulting firm established to provide HR services to comapanies, ranging from recruitment, outsourcing, head hunting, training and advisory. The aim is to allow businesses manage what is core to them while we support them in HR services.

We are recruiting to fill the position below:

Job Title: Customer Relations Manager

Location: Lekki Phase 1, Lagos
Employment Type: Full-time

Key Accountabilities

• Supervise and lead the customer relations team
• Ensure excellent customer experience
• Train and develop customer relations officers
• Monitor performance and reporting
• Assist in process optimization and continuous improvement
• Promote company band and service standards
• Escalation management
• Assist in monthly report preparation for management.

Duties and Responsibilities
Supervise and Lead the Customer Relations Team:

• Manage a team of Customer Relations Officers, ensuring high standards of service are maintained across all customer interactions.
• Provide daily supervision, guidance, and support to team members to ensure they meet or exceed customer service expectations.
• Assign and monitor team responsibilities, ensuring that all customer inquiries, complaints, and feedback are handled in a timely and professional manner.
• Conduct regular team meetings to ensure alignment with departmental goals, best practices, and company policies.

Ensure Excellent Customer Experience:

• Act as the primary point of contact for complex customer issues, working with the team to resolve escalated concerns efficiently.
• Maintain a customer-first mentality and guide the team to provide solutions that are aligned with the company’s service standards and brand values.
• Continuously monitor customer satisfaction levels, taking action to resolve any service gaps or issues to ensure a seamless customer experience.

Train and Develop Customer Relations Officers:

• Oversee the training and development of new and existing Customer Relations Officers to ensure they are equipped with the skills, knowledge, and tools to deliver excellent customer service.
• Provide ongoing coaching and feedback to team members to improve their performance and customer service delivery.

Monitor Performance and Reporting:

• Track team performance against key performance indicators (KPIs) such as response times, customer satisfaction scores, issue resolution rates, and service quality.
• Prepare and submit regular performance reports to the Assistant Head of Customer Relations, identifying areas for improvement and proposing actionable solutions.
• Analyze customer feedback to uncover trends, potential issues, and opportunities for process improvements.

Assist in Process Optimization and Continuous Improvement:

• Identify and suggest process improvements to enhance the efficiency and effectiveness of the customer relations team.
• Work closely with the Assistant Head of Customer Relations to implement new customer service technologies and strategies that improve team performance and the overall customer experience.
• Foster a culture of continuous improvement by encouraging the team to provide input on how services can be enhanced.

Promote Company Brand and Service Standards:

• Ensure the team consistently upholds the company’s brand values and service standards in every customer interaction.
• Serve as a role model for customer relations best practices and lead by example in providing exemplary customer service.
• Help maintain the company’s reputation for excellence by ensuring that all customer-facing activities reflect the brand’s image and customer service ethos.

Escalation Management:

• Handle escalated customer complaints and service recovery situations, ensuring that issues are resolved quickly and to the customer’s satisfaction.
• Work with the Assistant Head of Customer Relations to identify recurring issues and implement strategies to address them proactively.
• Assist in Monthly Report Preparation for Management:
• Provide input into the preparation of monthly reports, summarizing customer service performance, challenges, and successes within the customer relations department.
• Report on key trends, customer insights, and areas of concern that may impact customer satisfaction or operational performance.

Requirements

• Bachelor’s Degree Social Science, communications, or related field
• MBA/M.Sc. in related discipline is an added advantage.
• Bachelor’s degree in Business Administration, Marketing, or a related field.
• Minimum of 4 - 6 years of experience in customer relations, service management, or a similar role, with at least 1-2 years in a supervisory or leadership capacity.
• Proven experience in managing teams and driving customer service excellence in a fast- paced, customer-centric environment.
• Experience in the retail, or luxury service industry is a plus
• Professional development and training are an added advantage.
• Excellent verbal & written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Strong analytical and problem-solving skills.
• Strong supervisory and leadership skills.
• The ideal candidate should be personable.
• Challenge and support executive management.
• Should be bold, proactive and flexible.

Knowledge area:

• Reporting
• Service Industry Knowledge
• CRM or related software
• Proficiency with Microsoft Office Suite.

Skills, Experience and Competence

• Strong leadership skills, with the ability to motivate, coach, and develop a team.
• Excellent problem-solving and conflict resolution skills, with a focus on customer- centric solutions.
• Strong organizational and multitasking abilities, with the capacity to manage multiple priorities.
• Proficient in customer relationship management (CRM) systems and customer service technologies.
• Excellent communication and interpersonal skills, with the ability to interact effectively with customers and internal stakeholders.
• Analytical mindset with the ability to track, interpret, and act upon key performance metrics.
• Established track record of exceeding targets, KPI’s SLA’s, in a quality led, legislative compliant environment.

Salary
N250,000 Monthly.

Application Closing Date
28th February, 2025.