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.