Head, Customer Relations 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: Head, Customer Relations

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

Responsibilities
As the Head, Customer Relations, your responsibility will include:
Key Accountabilities:

• Drive Company Brand, Culture, and Uphold Standards in Customer Relations
• Oversee Daily Operations of the Department for Process Efficiency and Effectiveness.
• Drive Excellent Customer Experience
• Manage Employee Life Cycle (From Selection to Exit) in Accordance with Company Policy.
• Technology innovation
• Driving market growth
• Monthly Report to Management Duties and Responsibilities

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.

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

• Lead and embed the company’s brand values and culture into the customer relationsteam 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 allcustomer-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.
• ork 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:

• Spearhead 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

Requirements

• Bachelor’s Degree in Social Science, Communications, or a related field
• MBA/M.Sc. in a related discipline is an added advantage.
• Minimum 10 years relevant work experience, 5 years management practice of which 3- 5 years in FMCG and experience in a consulting firm.
• 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.

Application Closing Date
28th February, 2025.