Head of Customer Relationship Management at LandWey Investment Limited

LandWey Investment Limited - We take pride in creating opportunities for corporates and individuals in Nigeria's Real Estate Sector. We are a Real Estate investment company with development projects across the Real Estate spectrum. We operate within the commercial, retail and residential property segments and provide real estate advisory services. Our success is built on our asset base which is valued as one of the largest in the Nigerian Real Estate sector.

We are recruiting to fill the position below:

Job Title: Head of Customer Relationship Management

Location: Lagos
Job Status: Full-time

Responsibilities

• Develop and implement strategies to enhance customer satisfaction, loyalty, and retention.
• Oversee the day-to-day operations of the customer relations department, ensuring efficient and effective customer service delivery.
• Serve as the primary point of contact for escalated customer issues, ensuring timely and satisfactory resolution.
• Foster positive relationships with customers, addressing their concerns and providing personalized support and assistance.
• Collaborate with other departments to streamline processes and improve the overall customer experience.
• Analyze customer feedback and data to identify trends, opportunities, and areas for improvement.
• Lead and motivate a team of customer relations professionals, providing guidance, coaching, and performance feedback.
• Develop and implement training programs to enhance the skills and knowledge of the customer relations team.
• Stay up-to-date with industry trends and best practices in customer relations, applying relevant insights to drive continuous improvement.
• Monitor key performance indicators (KPIs) and provide regular reports and updates to senior management.

Competencies

• Bachelor's Degree in Business Administration, Marketing, or a related field (advanced Degree preferred).
• 5-6 years of progressive experience in customer relations, preferably within the real estate industry.
• Demonstrated leadership skills, with the ability to effectively manage and motivate a team.
• Exceptional communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
• Strong problem-solving and decision-making abilities, with a focus on delivering customer-centric solutions.
• Proficiency in utilizing customer relationship management (CRM) software and other relevant tools.
• Proven track record in handling and resolving customer complaints and escalations in a timely and satisfactory manner.
• In-depth knowledge of real estate industry practices, regulations, and market trends.
• Ability to work under pressure, manage multiple priorities, and meet deadlines.
• Strong analytical and data-driven mindset, with the ability to derive insights from customer feedback and data.
• Demonstrated commitment to providing exceptional customer service and achieving high levels of customer satisfaction

Application Closing Date
Not Specified.