Relationship Manager at Pack ‘N’ Pay

Pack ‘N’ Pay is a product of CIC Integrated Services Limited. CIC was created as a wholesale store that supplies food to offshore catering companies to feed the offshore workers. Pack ’N’ Pay was created as a product that would leverage technology to solve the problems of retailers and wholesalers. Pack ‘N’ Pay officially started operations on January 18th 2021 and launched her e-commerce website on March 1st 2021.

We are recruiting to fill the position below:

Job Title: Relationship Manager

Location: Port Harcourt, Rivers
Employment Type: Full-time

Job Summary

• We are seeking a proactive and customer-focused Relationship Manager to manage customer interactions, drive engagement, and increase repeat sales for PNP Lite.
• The ideal candidate will serve as the key point of contact for customers, ensuring a seamless experience from order placement to delivery, while also driving customer retention and business growth.

Key Responsibilities
Customer Experience & Support:

• Serve as the primary point of contact via WhatsApp, phone, and digital channels
• Respond promptly to customer inquiries, complaints, and order-related issues
• Provide clear communication on pricing, delivery timelines, and order status
• Resolve customer issues efficiently while maintaining a positive experience.

Order Management & Coordination:

• Confirm customer orders accurately before processing
• Coordinate with operations and logistics teams to ensure timely delivery
• Follow up on completed deliveries to confirm customer satisfaction
• Escalate delivery or stock-related issues promptly
• Ensure all customer interactions and orders are properly documented.

Customer Engagement & Growth:

• Build and maintain strong relationships with customers across all segments
• Track customer preferences, buying patterns, and feedback
• Proactively engage customers to encourage repeat purchases
• Execute reorder reminders and customer engagement campaigns
• Promote bundles, loyalty credits, and referral initiatives
• Identify opportunities to increase order frequency and average order value.

Community & Retention:

• Manage and engage customer communities (e.g., WhatsApp groups)
• Support onboarding of new and partner-channel customers
• Ensure a smooth and consistent customer experience across all touchpoints
• Collect testimonials and customer feedback.

Reporting & Insights:

• Maintain accurate and up-to-date customer records in CRM
• Track daily and weekly customer service metrics
• Report on customer satisfaction, complaints, and recurring issues
• Provide insights to improve service delivery and customer experience.

Requirements

• 2–3 years experience in customer service, relationship management, or sales
• Strong communication and interpersonal skills
• High level of organization and attention to detail
• Ability to multitask and work in a fast-paced environment
• Customer-focused with a proactive and problem-solving mindset
• Experience with CRM tools is an added advantage.

Application Closing Date
Not Specified.

Method of Application
Interested and qualified cnadidates should send their cv to: hr@packnpay.com.ng using “Relationship Manager - PNP Lite” as the subject of the mail.